Un-resloved Cell phone claim

I am extremely upset with Jet Zevenwacht Mall. My mother bought a cell phone from them in 2016. The phone broke and it was still within warranty. However the Cell phone consultant lodge an insurance claim in stead of sending it to the manufacturer to repair it. After the insurance fixed the phone, my mother had to pay R200.00 in oder for them to release the phone. She paid the R200.00 and took the phone. A year and a half later she lost her phone, she then lodged an insurance claim again 3 months ago, and the claim is still not finalised. The Cell phone consultant and the manager at Jet Zevenwacht Mall (Leilani and Cayla) sent my mother up and down . She had to get 3 different affidavits from the police station so they could eventually send the claim to Fin risk. The claim is with Fin risk now and they have approved the claim, but the consultant now told my mom besides the current excess for this claim she still has to pay the R200.00 excess for the previous claim which she already paid in 2016. My mom is willing to pay the access amount for the current claim, but not the amount she paid already. We went to Jet again today and we were told by Cayla (telephonically) that in order for her to get her phone she has to first pay the R200 then she'll send it to Fin risk, then she has to wait again and then pay the other access for this claim whcih is ridiculous, because Jet will never release a phone to you if you did not pay access on it in the first place. Why do they want my mother to pay the access again? My mom is a pensioner she is 68 years of age. They sent her up and down. Each time she goes there they tell her a different story. She has to put petrol in her car every time she goes there and each time she goes to Jet she get's no joy. I feel that this is Jet's problem, they need to look on their systems and their receipts and sort it out with the insurance. I don't see how a Big Company like the Edgars Group can treat a pensioner like this. She get's a government pension now they still want to take from it after she paid already do they have no shame? I know my mom paid the money because I went with her. They are treating my mother unfairly. Nobody is going the extra mile to to assist her. I wonder how they would feel if it had to be their mother or their granny. My mom has been a loyal customer of the Edgars Group over 20 years now, and this is how they treat loyalty. It says a lot...