Outsurance are not quick with payments or honest as they claim

Our shop got broken into 3 weeks ago on 23 March 2018, claim PARTIALLY paid out on 11 April 2018. Audit department listened to recording of when claim was sold to my mother and they never informed her of many things so the persons dealing with the claim said we could claim for these items. We have now been told we are only getting a certain amount for electronics as per the insurance agreement, even after they said the sales man was not forth coming with all the options and information. In the mean time, I replaced and loaned items to my mother so the shop could keep running as the claim was taking so long to be processed as my mom is not tech savvy and I had just had a miscarriage so was also not in a good place. I have since taken over the claim as I own 60% of the business as a silent partner. Then low and behold we have another breakin on 12 April 2018 and they ***** all the items I replaced and loaned her. I have in writing from employees of outsurance that content was never discussed when the policy was sold to my mother (she is old and not tech savvy or street wise at all), the person just wanted their commission. I then go and put in claim 2 and even waive some of the items I loaned my mother as I do not want to make any money out of this I just want what was taken to be replaced!!!!!!!!!!!! I have in writing how one thing was said and then again in writing how they went back on what they initially said. I am going to the ombudsman as the persons dealing with the claim stated in writing that the content mistake was theirs and not my mom's and also that the salesman was not clear and did not offer all things she may need. I am not a person who appreciates old people being taken for a joy ride they did not sign up for. I will now go through whatever process is required to report the matter as I have everything in writing from persons dealing with the claim. Disgusted and shocked are kind words to use as to how I feel regarding this situation!!!!!!!!!