Freedom mortgage holding my insurance payment to fix roof

Hey our home in SC was hit by a tree and wind Sep 27 and incurred multiple issues of damage. I was told by freedom mortgages loss draft department to overnight the check and send an overnight prepaid envelope and they would sign check and send check back , they deposited it October 29. I have uploaded every document needed and had someone inspect what I have fixed. I still have no money from my insurance and it is December 22. Every step of their process is 7-10 business days and no one knows anything. I have asked to speak to a manager 4 times and they are always busy and never call me back. I feel like we are being punished because we filed a ch. 13 2 years ago but we are current with all our payments. This has been a nightmare since I can not fix anything without money.