If it were me, I would call their corporate headquarters and find out who your agent's boss is and call him/her and explain that you are just looking for a long over due answer. Most likely, that will get your agent moving.
If all else fails, when you finally do get reimbursed and are unhappy with the amount (if that turns out to be the case), then call and talk to your agent about the lack of funds and threaten to drop all of your insurance with them. If nothing happens, then follow up on your threat.
Just my $.02