Frustrated first time claimer!

My mother registered a claim on 28/01/2025 and was advised to source her own supplier and a damage report, as your company does not provide these to clients. She found a local supplier who assessed the damaged item and provided a report a few days later. She informed your company that she had sent the report and would await feedback.

She received a confirmation email stating that you had received the report and would revert. A few days later, she received a call from a lady who stated that she could not reach the supplier but would try again later. A week passed with no further communication, and she then received an email stating that you still could not reach the supplier.

My mother has been consistently following up with your company. How is it her responsibility that you cannot validate her claim due to an unavailable supplier, especially when she has submitted all the required documents? Does this mean the claim will be put on hold while she remains without a stove? I am extremely frustrated! How can a reputable company such as yours lack reliable suppliers? Can this matter be resolved before we escalate it to the Ombudsman?