Anyone familiar with life insurance companies and how they work?

Am dealing with a major life insurance company re: a claim.
There are some “questions”. Cannot find out what these questions are or what the problem is because it has been “kicked upstairs” to Admin. I have been told someone will get back to me when it is resolved and no, there is no-one else (a supervisor) you can talk to and no, I cannot give you a number of someone in “Admin.” that can give you further information.
So….... can someone who might be familiar with the insurance game give me some idea as to what they might be doing? Where it actually is in the ephemeral “Admin” or how long it normally takes to get a written response?