Invalid claim rejection

Good Day i am writing this complaint on behalf of my mother.

I have sent numerous emails to the company in regards to a claim my mother has submitted.

On the 24th of September my mothers phone fell in the water. She went to MTN numerous times to report that her phone fell in the water but everytime she went to mtn they were offline or loadshedding. Eventually they provided my mother with a number to call to submit her claim i also called on her behalf. My mother made a mistake with completing the documents that was sent to her as her understanding was that she needed to complete the documents as per when she is submitting the claim and not when the incident happened that was her mistake and we take full responsibility for that as we were not available to help her complete the documents to assist her with understanding what needed to be completed.

I have sent emails with proof when my mother asked me to call the insurance and as per the screen shots even a blind person could see its an honest mistake as i called the 16th and the date she completed on the form happened on the 17th so who in thier right mind can not see that it was a mistake why did they not send the documents back and advise her how couldn't the incident happen un a further date. I have also sent another screen shoot where someone messaged me on the 24th September advising me that my mother no longer has a phone because it fell in the water. It seems as if The TCF principles does not apply to Guardrisk because clearly they taking a blanket approach the documents was competed incorrect so decline why didn't they pick up a phone and help her complete the documents ask her Mrs Julius we received your application but the information you provided does not correspond. You called us on the 16th October 2020 to report the incident but the incident date you put as the 17th October 2020 how did you you report the claim before it happened? When did your phone fall in the water Mrs Julius? Now its an up and down story where it is clear that the documents that was completed was incorrect im sure there is notes as to when the phone was reported and surely the incident could not have happened after the phone was reported.

I have tired to explain to them over and over and even sent screen shots from conversations from whatsapp as proof but no its like im explaining to someone who does not understand or know what they doing if MTN done what was needed or make note to inform the insurance regarding the claim all this could have been avoided now its my mother's problem yet we have proof that she has misunderstood how the documents shouldn't have been completed and if they could have contacted her to verify the details this could have also been avoided.