Claim follow up

I am now tired of being sent from pillar to post . At first I was told the bank verification process failed so I should send another documents and I did, was told the claims team will attach the documents and process. I later wrote an email after weeks of not getting positive feedback and was told "sorry for late process they are processing" . I don't understand why you don't treat your people okay and assist them. I again made an email I was told my claim has been escalated to the claims team. Like how because it was said it's being processed? Please assist or I should now follow up this matter with my lawyer?