Bad service

If I could give 0 stars I would. So my mother is the policy holder with TFG and insured it with them for a phone that was mine and that my dad used. All information was sent didn't hear anything for a week. They eventually called my mom who doesn't t really know how all this works and then I spoke on the phone. This was the week of the 7th Feb. The nicely said it's okay because it's my phone she will help me and it's okay for me to speak. She got confirmation from my mother and father and all relevant information. Today 10 days later I decided to phone because we haven't heard anything back gave the details. My airtime ran out and I asked if they could call back and they did after 5 minutes, so the same girl I spoke to when I called, just called me back to say they can't help me. She called my mother who was at work said that she needs to speak to me because she's just the policy holder. Now I don't know who's time they wasting but I know my time is. It's been 3 weeks with no update on the claim. My mother is only available after 5 in which you guys are closed. I want someone to call me to have this sorted. Ridiculous!