Abuse towards a pensioner

My mother was initially covered by First For Women and I managed to convince her to join Momentum due to its benefits for pensioners. However, it has been a dread to finalize any claim to them. My mother first claimed in 2021 and nothing was done . Late 2022 she claimed again and still nothing was done. She lodged another claim in December and they are asking her to find an electrician, even though she told them that she stays in a rural place and there is no electrician. I believe that this is abuse to an elder in all forms.