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This was a nightmarish read. I'm glad he was eventually able to get the replacement paid for.
On top of your state's DOI, there are a few agencies that can (typically) be used to bring insurance and other companies more swiftly into compliance with the laws they're meant to proactively follow:
* Many state AGs are responsive to well-documented problems and will send a warning on official letterhead.
* This won't work for insurance, but the CFPB[1] has a relatively smooth complaint process for financial issues, and (anecdotally) generally produces a rapid outcome.
[1]: https://www.consumerfinance.gov/
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