Constant lack of communication even after intervention

I honestly didnt think I would be back so soon, after the customer care team was so helpful. However, Our claims handler was changed, but it seems the communication process in general is null and void. We asked for the status on our claim and was adviced that they are in need of a new affidavit(not sure when the 3rd party,requested it). Sent the new affidavit back the same evening. Expecting confirmation or acknowledgement the next day. A week has gone with numerous follow up emails. Not sure if this information was sent to the insurance company,or if I should send it myself as previous handler said we not suppose to be in contact with the other insurer.