No policy documents for my mother who is above 70years then rejecting claim

My mother has a car and household cover with MiWay for more than a year, she did not receive her policy documents when she took the policy, being an old lady she didn't realise that they did not send the documents as they promised.

A year later of her paying her premiums faithfully in December 2017 she happened to have a water damage at home due to flooding as a result of water supply cut on and off by the municipality in the area electricity got affected and there was no power as well.

I processed the claim for on her behalf speaking to the first consultant, she logged everything and promised to send suppliers to go check damage and do quotations. Nothing was done until I followed up again two days after now speaking to a different consultant I found out that no one was allocated yet. I then escalated to the manager I notified her about the fact that my mom still does not have a policy document I provided her email and still my mom was not sent the documents.

MIWAY was struggling to find suppliers in the area until I googled then phoned around myself and found suppliers for them in the area (Umtata, Eastern Cape) because my mom was in the dark with no electricity for two days already. The suppliers I found myself went in to assess damage and sorted the electricity, then the other suppliers sent by Miway also arrived the following day to check the water damage and quote for flooring.

After my mom was told to go choose flooring and went through the whole process the claim was not approved and the reason from MIWAY was that it is not covered. My mom still requested her policy documents so that she could read and see the terms but the documents were still not sent.

I then followed up wanting to understand why was the claim rejected and to request her policy documents on 04/01/2018. Speaking to a different consultant he promised to send the documents and the information regarding a process to follow when complaining about a rejected claim. He said the information will be at the bottom of the documents. I gave him my mothers email address again as well as my email address until today the 17/01/2018 we still do not have the policy documents.

I am tired of calling MIWAY now over and over again. Kindly assist.