I would be a little leary on the fact that the package was never scanned, so will they even pay a claim? Is that another reason your not getting any head way here? Are they dragging their feet because they know you have no actual claim as there is no proof of it being received by them? I would demand to talk to the person who was suppose to have scanned it in. He/she would have scanned it in, and then when it gets to the next point, it would have been scanned then. So my thoughts would be..someone between those two would be responsible.