BOGUS CELL PHONE POLICY

My mom took out cell phone cell phone insurance at Jet Gugulethu Square Mall. She sent an email to two times to Finrite to claim for her lost cell phone. On both occasions there has been no response, it has literally been over a month now. She even tried to contact the call centre number that was given to her in store, and even that number did not go through. Why do you guys take advantage of your Older customers by signing them up on a BOGUS CELLPHONE POLICY?????? She is paying for her premiums each month, but when its time to claim, we cannot get through to this Bogus Finrite people. YOU BETTR SORT THIS OUT!!!!