NTA Life complaint: Called about my accident claim

I submitted my wellness claim and accident claims at the same time around October 30,2021. The formed were summited together, with my appointment summary from my primary doctor and a release of information form signed by me ! Today November 15,2021 I was told to have my primary dr send in his notes from my appointment. If I was paid for my wellness visit with the same dr medical documation why am I not paid for the accident? Both medical forms came from my dr office and if further information is required and you have my signed medical release form to get the information you requested why am I required to get it from my dr when your office can get it with my already signed permission! I was hit by a car I sent in the police report number and the name and badge number of the officer who took the report ! I am already in daily pain and discomfort and your claims department is causing me more emotional and physically distress.I also had to summit my claim 3 times and was told they did not get the accident but they received the wellness when all ten or eleven pages were sent today the same time!