Dont take hours to reply! Give me feedback or a number to a real person.

I submitted my claim over 2 weeks ago. The back and forth communication takes a few hours maybe even a day or 2, delaying whatever process. I have requested someone call me, with no response. Everything has to be done through the app ( I am happy to do that if someone will actually give me a real update). My laptop in which I work on was ****** and I need a replacement urgently not when the insurance company feels like responding to my message! I left outsurance being told that this company is amazing. I would love the same service?