Deeply frustrated

My 84 year old mother a customer of this company for over ten years house was burgled twice. First claim paid thank you at the time of the second burglary their assessor saw the broken window and the ransacked house that had my mother so I'll she could not sleep there and had to get help for her to live there again. So they paid out the building damage for the second claim thank you again but the content claim requires my mother or I to complete and Excel spreadsheet that I cannot access I work on a farm and my mother has never operated a computer. I did send the forms but not in thformat Zelpha requires. I was told to send the police A1 and A2 I did then she says that's not it. I take time off work to only find out that is exactly what I sent the first time. Bare in mind I did not have to complete declarations or excel spreadsheets the first time so I don't know if this girls is just lazy. I asked to speak to a manager the same person calls back to say oh I can take my time with the forms meanwhile sending letters saying we failsd to send the required stuff. I am so tired of going up and down losing income to help my mother with this claim. Why are they not accommodating her age and lack of technology but they willingly take her money monthly.