Finrite Insurance Administrators, Telkom, AON South Africa: Mobile Claim Poor Service

My mother lodged her claim in December 2019 and there has been no positive response from Finrite Insurance Administrators. As she's a Telkom customer, we've been going to Telkom stores daily but told that they can't involve themselve as much as they were the ones who gave us Finrite as our Insurance. My mom had to close her business as she depends on the phone to provide services to her customers. Everytime we call Finrite, no one responds and they have been changing their property address. We have been billed for two months now although the phone claim has been sent through. Is there a way to cancel Finrite as my mom's health is being affected by depression due to this situation. Is it because we are poor and obviously can't afford lawyers hence we receive such treatment?