Is possible that the insurance does not pay a loss?

My insurance is taking too much time to solve my claim, they never answer my calls. My friend is covered by my policy and he was driving my car when he was impacted by another car who did not have insurance at time of the accident, so we had to call my insurance to pay the loss.What are my rights? Do I need an attorney? I am really desperate with this situation. The incident occurred on September 2nd. Please some one help me.