no communication whatsoever with the client

Not a good day

I have a 3rd party claim that has not been settled. After being sent from pillar to post with Rodel Insurance, they referred me to Bryte Insurance, even worse. I sent an email with all the necessary documents to process, but nothing! No one contacts me or the 3rd party as to the progress of the claim, I must follow-up all of these myself. Why do we pay insurance when we are not being protected?? I called the claims department, no one is answering their lines. May someone please just take account/responsibility for this, its sickening really.