Cellphone insurance claim delays at Jet

Hi I need your help my mom got a phone insurance at Jet she laid a claim last year November but till today she did not receive the new phone they always have stories when they have to give her the new phone and the other thing is that they will give her the voucher which costs R2000 of which the phone she insured was R2700 how is that possible? She has been to jet for so many times and she is very old to be doing up and down please help her get what is right for her. Thank you