WHY MUST I ALWAYS FOLLOW UP ON MY CLAIM

MY FIANCE HAD AN ACCIDENT IN FEB 2015. I SUBMITTED ALL APPERWORK IN TIME- NO DELAY ON MY SIDE. I HAD TO FOLLOW UP FROM THE BEGINNING WITH PSG AS TO HOW FAR THEY ARE WITH GETTING MY EXCESS BACK FROM THE 3RD PARTY. I DONT GET FEEDBACK OR UPDATES. ITS BEEN 10 MONTHS NOW. I KNOW THIS TAKES TIME BUT WHERE IS THE CUSTOMER SERIVE AND FEEDBACK. THIS IS MY LAST RESORT TO SEE IF I WILL GET A RESPONSE. WILL HOLLARD BE BLANNED FOR THIS OR WHAT IS THE REASON. I WANTED TO INVEST MONEY WITH PSG BUT IF THIS IS THE SERVICE LEVEL, ILL KEEP MY MONEY WITH MY CURRENT INVESTOR.<br> CAN SOMEONE INFORM ME OF THE PROGRESS WITH THE 3RD PARTY!!!!???