Please help the elderly

Please can TCF principals be app**** and maintained on this matter. My mother-who is a private client is entangled in a building insurance claim nightmare. The service provider is supposed to fix damage that the initial repair has not fixed or the result of the initial repair has caused. They have lodged a new claim instead of fixing the issue under workmanship guarantee. My mother is almost 60 and not fit to deal with back and forth between FNB and the service provider referred by FNB. The first repair did not fix the issue so therefore whatever services were done was a workaround and not a fix. They should return and fix it.