windscreen claim

My mother is a pensioner, she mandated me as her daughter to oversee her insurance policy with Momentum. The service is so so frustrating. Just to claim for a windscreen is dragging over two months almost. I am wondering how things can be in a case of a serious accident. i am really not pleased. On top of it all i am told of access fee of R5000. i hope this is a mistake. When you call, every time you are told someone will call you back and they never do. How do you treat a pensioner in this manor. The monthly premium is already expensive one would assume for such a price the service and the benefits would be pecu****. It is unfair, traumatic to be aggressive when you seek services for that you pay for. I wish justice and better service for my mother without worrying, this as created unnecessary anxiety for her.