is what my homeowners carrier is doing actually bad faith or am i overreacting - they "lost" my submitted docs three times now and the clock keeps resetting

need a sanity check from people who actually know this stuff. small kitchen fire claim with travelers, filed in late january. nothing huge, total scope is around $19,400, mostly cabinets, countertops, smoke remediation. the claim itself is not what is freaking me out. it is the pattern of behavior over the last 4+ months.

three times now i have submitted the same packet of documents (contractor estimate, receipts for temporary repairs, the fire marshal report) through their secure upload portal. i get the confirmation email each time. then 3-4 weeks later when i follow up, the adjuster says they "dont see anything in the file" and asks me to resubmit. each time this happens the carrier resets their internal "documentation review" clock, which is the clock they apparently use to track whether the claim is moving. so on paper to a regulator it looks like i just submitted everything two weeks ago, when in reality the first submission was in early february.

i caught this the third time because i started saving the confirmation emails with the upload IDs and i asked the adjuster point blank to look up upload ID 7748xxx in their system. she went quiet for about 30 seconds and then said "ill have to escalate this to IT." that was 9 days ago. radio silence since.

is this just bad customer service or is the "we cant find your documents" thing a known stall tactic? im trying to figure out if i should keep playing nice and resubmitting, or if i need to file a complaint with the state DOI now. my state is illinois if it matters. not trying to nuke the relationship if its actually just incompetence but the pattern feels too clean to be accidental.