Diminished Value Claim opened 2 months ago – no progress

I was hit by another driver on May 20th. They were at fault. Their USAA insurance paid for repairs. I was told I should file a diminished value claim after I wanted to trade my car in for a new one and was told my car's value dropped due to the accident. I did on July 18th. Last communication with the USAA adjuster was Aug 13th and she said they never received the claim. So I resubmitted, I've called her multiple times since, left messages and no call back.

I called USAA and got ahold of someone else who told me the claim says completed and that the adjuster was working on it recently. He also said I couldn't speak to any one else as she's in charge of the claim. I told him how do I get ahold of her if she never calls me back?

What do I do? Is this normal? I'm in CA, should I be using another avenue to get this done? I would have obviously preferred not to be in an accident but now I'm in a position where my car's value dropped due to someone else's fault.