Mapfre Insurance Does Not Pay for the Damage We Went Through

So basically my situation is this. I got in a car accident and filed a claim with Mapfre insurance. I've got a police file number (4102200473597) and a claim number (4100897703/1) to prove it. I even got a commitment letter from the company saying they were going to pay up, but now it's been a minute and I ain't seen no cash yet. I've tried reaching out to them multiple times, you know like "hey, what's up with the payment?" but it's like they're not even hearing me. I've sent all the necessary documents over, so I don't get what the hold up is. And to top it off, the commitment letter that I got, that was from Mapfre too! So, it's not like I'm trying to pull a fast one here. I just need some help, like what's the deal with this whole thing? When am I gonna see that money? It's getting real frustrating, ya know?