70 year old women receiving disrespect from Miway staff member (Neren from Ladysmith)

Good day My mother has insurance with Mi way and it's her first insurance. A staff member from Miway by the name of Neren (from Ladysmith branch) came to her house to do an inspection on her roof as she wanted to make a claim. He told my mother she will not be able to claim for the roof, she asked him why, he was rude to her and spoke to her very abruptly, which I don't think is fair as my mother is a calm 70 year old person, just wanting to know why she could not make the claim. Miway is a big company and with staff like Neren, Miway is going to lose alot of customers as my mother is going to cancel the insurance with Miway following the incident with Neren.