Bad service Incredible Connection

My mom bought a phone from Incredible connection and paid insurance on it. During a smash and grab her phone was also ****** and she put in a claim for a new phone. She handed in the documents etc as per request from the personel at Incredible Connection. Its now almost a month later and all feedback they give her is that she must wait. They refuse to give any communication with the insurance company so they can be contacted tofind out what is the heldup. She is almost 70years of age and stay alone with no phone for communication.