1st for women treats poor pensioner badly

my mom who is a pensioner got hijacked at our gate, we put in a claim with first for women, since the investigator came no one has contacted us. this stressed my mom so much she had heart surgery due to the stress of the whole ordeal. now today i call first for women asking for the status of the claim and the consultant tells me the claim has been rejected and they told my mom. the date that the consultant says my mom was spoken to my mom was in hospital having her surgery.

what am i going to tell my mom now this insuarance sucks, it was fun for them when they where taking premiums from a pensioner who can hardly make ends meet now when they have to pay they come with excuses!