Atrocious customer service

I have now been waiting close to two weeks to have a phone claim processed. I'm perhaps more infuriated by the lack of communication as to the progress of the claim and the reasons for the delay. I loaded all the required documents on day 1 and have been calling them at least twice daily this week. I have been receiving the same response, "all required documentation is on the system and the claims handler will get back to me". I've reached my wits end and feeling rather helpless. This is the problem with insurance; you pay a premium monthly for the day an unfortunate event happens. The unfortunate event occurs and then you get this type of service. It really puts a dent in such a valuable product.