Insurance claim

Lodged a claim for my Mom broken and a lost mobile phone.This was lodged beginning of March 2021. To date nothing has been done. They send me from pillar to post. Today I visited Jet branch in Atllyn in trying to get a response from the insurance department but couldn’t get any help. I was put on the line for more than 30 minutes more ultimately was told they will call me before 17hrs . I am so disappointed because now my Mom doesn’t have trust in Edgars