Bad service

My name is Lungani Gabela. I am writing this review on behalf of my grandmother Gabisile Bethina Gabela. She bought a cellphone at Jet Store and took out insurance at the same time. Last year, 5th December 2020 during her visit to Jabulani Mall she lost her cellphone. She went to report it at Jet and was told that shs should visit the police station to open the case and write the affidavit. After that she was given the an email address as well as the contact numbers to send to the insurance company. The insurance company responsed claiming her to pay the excess fee of R200. She did that and on the 15th December 2020 she received and an sms stating that the excess fee was received and the consultant will call contact her. The consultant contacted her on the 4th Janaury 2021 and requested her to collect the phone today, the 6th January 2021. As old and sick as she is she went to Jabulani Mall Jet stores and she was told that the store no longer does follow about the insurance she has to call the insurance herself. This is frustrating and also violating her rights as the Jet customer which also under estimate her health during this time of covid 19. Please help me to find a way to make things easier for my only grandmother. It is not safe for her be busy roaming around the street during this time and yet she is not fit to stand in long queues.