Cellphone Insurance

My mother in law bought a phone through Edgars on the (28th Feb 2018) which was a Hisense F22 G Gear for R1799.90 and took out insurance with IUA underwritten by Hollard Insurance. On the 20th of July 2020 she lost the phone and it was replaced with a Y7P where an amount of R2000+ was paid to get a higher purchase on the phone. On the 25th July 2020 she was called to collect the phone at Edgars (Stockhold 2654). She continued to pay her premiums for the insurance (R90+ per month). The Y7P phone was however ****** on 10 September 2022 ....All affidavits and communication was sent to Hollard but there was no positive response from them. We uncounted a problem at the store as the incorrect IMEI number was written (by the store) on the replacement document and therefore Hollard couldn't replace the phone because of this error. We have spoken to Veronica from Hollard who said that she's looking into the matter in October but to dat no one has come back to us. No one is calling her ,they're only "buzzing her"

Please assist