Discovery Insure are *******

My mom's house was broken into a week ago. She has been trying to log a claim since, and everytime conveniently there is an issue. System Offline, glitch on her account, etc. What is the issue? She has been paying premiums monthly and now can't claim! It is convenient that her account was fine to take premiums but now that she needs to lodge a claim, there is an issue. Nobody gives feedback, she can't log it on the app or website. What is the issue???