Insurance company taking advantage of their client

My mother lost her phone on the 14th of October. She couldn’t claim until the 16th and the claim was approved on the 21st. She paid access fee on the 22nd and they got back to her on the 30th.

When they finally did get back to her,the offered 3 options of cellphones that she was not happy with. They were less than half the value if the phone she lost and couldn’t perform some functions she needed for work . She was then referred to the claims office with an email addresses that doesn’t work and a phone line that kept her on hold for about 4 days on multiple calls and still didn’t call her back. She is still without a phone and struggling to perform all her work duties,even after diligently paying the insurance from month to month and also paying out the required access fee. If they can’t help us with the new phone,can we at least have the insurance money and access fee back. It should be enough to get a cellphone of the same value,if not higher. We’re highly disappointed in their services, and communication skills