WORST SERVICE I HAVE EVER RECEIVED

This has honestly been the worst service my wife and I have received. The claim has been lodged with the service provider on the 28th of February 2023 and there still has not been any movement (on the 8th of March 2023). It has been a whole 8 days without any decision from the insurance. It is very inconsiderate from the service provider because how are we suppose to travel? All we keep hearing is that someone will call you, NOBODY EVER CALLS!! If you are going to have a call-less system atleast make sure you respond on time, they respond once a day, there is no way to reach them except when they text you on their app, it is truly unprofessional and I am very upset. We sent an e-mail to their complaints and hello e-mail addresses and there has been not response, there is no sympathy or sense of urgency to our situation.