Having spent the past 20 years working for/with insurance companies I can tell you that one of the things a claims adjust does not want to hear is "I want to speak to a regional manager."
And a regional manager definitely does not want to hear "I am going to the insurance commissioner."
So, if your friend is not happy with the way she is being treated, tell her to start working her way up the food chain.
But, and this is a BIG but, make sure she has her ducks in a row.....
time, date, name of person dealt with, etc