Damaged in shipping options

Hey everyone, I recently bought something of fairly high value (over $450 including shipping and handling). Of course, this item happens to be the one that gets damaged in shipping. I opened a ticket, sent tons of photos, but get no details. I’ve been very polite, but the most response I can get is that they’re opening an insurance claim with fedex. No next steps, timeframes or anything. Plus, they constantly close the ticket every message.

Is this normal for them? Should I be opening the ticket back up every day? Do they not initiate the return/refund first, then reimburse themselves with the fedex claim?

I’m so lost in what I should be doing here.