Refuse to pay the television

My mom is a pensioner. She had insurance with bugdet for years .she was insured for house and home content. It has happened that her television stopped working she the called then requesting if they can assist they then requested the access fee can't remember of how much she then told them that she doesn't have that money she's a pensioner.

Two days after they came to collect the television saying that they were gonna fix it then few days after brought it back insisting that whatever is broken was not covered by insurance. All am saying this insurance is not reliable simple television they couldn't pay