2 months later phone still not fixed

I took my moms phone in for repairs in February. I had problems at the store with the same person I spoke with over the phone which argued with me back and forth regarding claims process as she told me I needed to submit an affidavit stating why the phone was sent 30days after it was broken which I explained to her that my mom was hospitalized for 28days she had covid 19. I told her my insurance contract I was given at the store doesn't say anything about phone repairs being booked not later than 30 days and this was not the 1st time I claimed.She apologized and eventually recorded the claim and took the phone .A week later I got feedback from finrite requested an email or letter to be sent stating reasons why the phone was sent for repairs 30days later and the store called me as well I did I send an email with a hospital report on th 15th of march to the store as the person on the phone said they would submit it to finrite on my behalf .still today i ddnt get any response I called sterns and I was told they are awaiting feed back this was 2 weeks ago, I called again yesterday spoke to the same again lady ,gave me such a difficult time refused to tell me her name as she was arguing with me back and forth regarding claims process she was very unprofessional speaking over me the whole time and telling to calm down and can she call me back I dropped the call on her she called back to say same thing that was said a month ago why fo I need to write a letter after sending an email waiting for almost 2 months now for a phone to get fixed. I wasn't sent any amending documents to the insurance contract stating that I need to have supporting documents for repairs. I pay my insurance premium every month and it is unfair that I get disrespected and get sent back and forth like some laaitie when tfg needs to do their part and still blame finrite when their people do not know how to handle customers, and take their work personal.My mom is sitting for 2 months without a phone and no valid reasons why the phone is not fixed but I am paying the insurance still.