Car repair claims being ignored/disregarded since 2024

My mother has received appalling service from Momentum Car Insurance regarding repair claims she has been submitting since October 2024. Last year (2025), she tried to make another claim (separate to that of 2024), which was ignored, and she was told that the person (Bosiwana Mabasa) whom she was emailing had left the company. Couldn't her requests be handed over to whoever took over the responsibilities? Surely it cannot be sufficient to dismiss her claims simply because an employee has left your company. My mother has had a painful experience with Momentum, disregarding her needs. As a result, we are now trying this route to get Momentum's attention! How can there be outstanding repair requests since 19 October 2024?? Certainly not the "peace of mind" we are promised by the company.