So i sent through two claims for my car and one got approved which proves that they got my emails but when I call to find out about the other claim they tell me they still waiting for pictures of which I sent three times already and no one is getting back

So i sent through two claims for my car and one got approved which proves that they got my emails but when I call to find out about the other claim they tell me they still waiting for pictures of which I sent three times already and no one is getting back to me regarding this and it's extremely frustrating as i have to make arrangements to fix my car but how can I do that when there is no communication from the insurer. I've never had an issue with Miway insurance when it comes to claims but this time I don't know they are just making my life difficult.