Extremely poor service, frustrating pensioners!!!

Extremely poor service, frustrating pensioners from whom they are deducting an arm and a leg each month!!! My mom (pensioner) has a policy with these guys, covering her cars, house and contents. I have logged a plumbing-related claim, which means my mom is sitting without water where she is (inLimpopo). This is a case they should treat with urgency but they are not bothered. A week down the line they only sent her an email informing her that they assigned assessors. The assessors have neither contacted my mom nor been to the house to assess. Stupid phone prompts are obviously confusing for the poor old woman and when I call on her behalf from a different province I am told they cannot help because I do not have consent to the policy. I asked them to rather then call my mom and expedite the claim BUT nothing has happened. They never bothered to advise her to give us consent to the policy when they signed her up. Now she is frustrated and no one cares to process her claim.