Gateway CellC Horrible Service!!!

I'm extremely baffled and upset by the response I've received from the Gateway CellC store consultant - Vicky Kenraj. I am living in Joburg and have a cellphone device insured with CellC when it was purchased at the Gateway Store December2019. The phone needs to be booked in for repairs and the consultant is telling me she cannot take the phone in without me being physically present? My mother who is a pensioner has driven all the way to the store in Gateway, being exposed to all the inherent risks that are present currently due to Covid and CellC is telling me they cannot think out of the box to let her sign on my behalf or email me the documents that need to be signed to me so the phone can be fixed?! I must go all the way to Durban just to sign a document? What ******* is that?!! In this day and age where everything virtual - this is the response from CellC - "that i cannot take the phone without you physically here to sign for it". Then i call the Cell C Device Insurance Customer Services and speak to Mpho who says she cannot help because she's in the "Insurance Dept" & CellC must take the phone? What kind of service is this guys? Are you kidding me? I need this phone to be collected via courier so that it can be repaired because i'm not prepared to send my 67yo mother back to that shop when she was there today and VICKY KENRAJ refused to assist her!