Cell c insurance ridiculous

Hi my mothers name is Pauline George and for more then two months she has been waiting for her insurance to help with her claim and she lost her phone and it's been under review for more then a month with no communication from cell c insurance or the store. I am highly upset that she must go back and forth with cell c for a claim on her contract that they are still debiting but not trying to get her a new phone. Her payments are up to date but still to this day cell c has been nothing but unprofessional and ridiculous. She has been without a phone and we hope this is going to be sorted out asap!!!