EDGARS INSURANCE A ****!

My mother bought a huwaei y7 2019 cellphone about 2 years ago at Woolworths and insured it at EDGARS on their insurance which is underwritten by holard. She's been paying her insurance every month without fail and was told during insurance stage that the phone would not be covered if it is damaged due to water or falling. On the17th of January 2022 she went to edgars to report that the phone is damaged as it no longer charges nor switches on, while at the store the consultant called the insurance and they said they would get back to her in 5 working days.....after 5 working days they did not call so she called them and they said they would send someone to collect the phone for repairs. A few days later she missed a call from the insurance while she was at a funeral and she returned the call on Monday 24th January 2022 and they told her that her claim has been denied as they only cover water damages or if the phone fell. No one came to fetch the phone to assess any damages or why it is no longer working but they just made the decision that they will not repair the phone after she's been paying premiums for around 2 years. How did they come to that decision? EDGARS and their insurance have ****med my mother of her hard earned money and as a result she went to edgars today 26th January 2022 to cancel the insurance as it has been absolutely useless. HOW DO YOU REJECT A CLAIM WITHOUT AS MUCH AS ASSESSING THE PHONE? PAY HER BACK ALL HER PREMIUMS SO SHE CAN BUY A NEW PHONE!