I am two weeks behind in EVERYTHING on my desk. and I am one of the best reps we have (if i do say so myself!)
I am impressed that by day 5 or so they already had determined fault!
I am not in insurance - but here's what i think:
BUT - since it's been a month since your last contact - call every three days for three weeks. be VERY nice at first, understanding that maybe you got shredded by mistake or filed in with some other poor sap's file that's not up for review for another three months.... by the fourth call - you should feel that someone IS working on it, or have a NAME and internal contact number so you can get the same person by phone again (which may not be physically possible - you cannot get me twice unless it's luck)
by call 6 you should have something in writing, anything in writing even just a "we're working on it". if not, be irritated if it's not sounding like there's progress on the case, by call 8 you should be talking to a supervisor. if there's a call 10 - that's when you get upset and voice your frustration and threaten whatever higher up action you're gonna take.
of course if someone did that to me - i'd wait the absolute maximum (allowed by my company) number of days between actions with ye old standard "we have to allow x-y days for a response, i'll let you know when it's been processed."
But i wouldn't let a few bad reviews on the internet color your experience with this company - yet.