Poor Service

I have been using the scratch and dents product from The Unlimited for the past 10 years. I have a few claims until around 2019. This year I submitted a claim for the 1st time in my long relationship with the unlimited I am experiencing problems. I submitted all the required documents about 2 weeks ago and when I make follow ups, I was informed that my claim has been escalated to management because no one cared to process it. I sent my documents to the autoclaims@theunlimited email, but the responses are coming from an savm email. The service with this particular claim has been terrible and with everyone I have spoken to, they don't seem to know what they are doing because I do not get the answers to why there's this delay. There is a different story each day.