IUA loses client information (****!!)

My 52-year-old mother is losing money making trips to Jet stores to follow up on a cellphone insurance claim she made on the 15th of December 2020 for a ****** phone! IUA says the phone (Samsung Galaxy J5 Pro) doesn't appear to be covered, but on the Jet statement it shows that my mother is still paying the monthly premiums, and back in September a claim was made to repair the screen of the device in question and it was sorted.

We were asked to email the proof of purchase with the insurance enrollment receipt, and a copy of my mother's ID. We did as instructed and have been waiting for a response since the 9th of January 2021.

Finrite says IUA needs to update my mother's insurance information before they can approve our claim, and IUA points us back to Finrite saying they are the ones to fix this. It's been a constant back and forth for something that really is simple to fix.

We've been paying the premiums, they acknowledge that the phone was repaired on a claim made back in September, we've sent them the proof of purchase for them to update the information (which was said to be lost during the Edcon/TFG migration), so why can't we get our claim approved?!

The grounds for legal persuit are clearly visible and they are taking advantage of the fact that we cannot afford appropriate legal counsel and my mother is old.