Bad service

I have had good experience with momentum on my past claims n even referred my family members to the insurance. My pending claim however is a nightmare no service at all The vehicle is been a the dealer for 2 weeks now with no feedback. I keep calling to follow up to no avail I leave messages promises to call me back to no avail. The claim is still not approved to date we are being told that they are waiting for an assessment report? What is your TAT to authorize a mere 1 vehicle claim? This is not a difficult one n my dad strove over a rock that then damaged the underneath of the car. Toyota has done the assessment for you. If you are investigating the claim why to formally tell us cause now we are being told lies. I called again this morning and spoke to a guy who told me that they send the SAS report to Toyota. I then called Toyota guess what no Report from momentum. I then take my money again and called momentum m now being told that no the report is will the assessor not Toyota like what game are we playing here? Claim CP***143499