Hollard wants my sick elderly mother to lodge the claim not her daughter, me. No empathy

My mom is sick(knee operation) and is an elderly, she isn't able to walk and go to the shop to call Hollard to report her insured broken phone, she does not have a phone in her house, Hollard will not take the claim lodged by me, her daughter, this is very disappointing, as she is paying for this insurance monthly, I have all my mom's details readily available, but Hollard wants to speak to my mom who does not have a phone(the phone is broken hence the report) and isn't staying with me.

PLEASE ASSIST