Take it to the State Board of Insurance and Attorney General of the State. Keep copies of everything and put a time line of everything including phone calls. If it goes to court; judges like the facts only.
Also get the name and bar # of that “attorney” and check with the Bar association in the state. You might find out that she’s even speaking Herberto, the Enlish speaking cousin of the “insured” and not an attorney at all...lol