unpaid insuarance claim

telkom couldn't help my mom to claim insuarance after the cell was ******, the case was opened, everything was done till today telkom said she is still owing this is useless company with robbing black people to join things but they dont pay. the requested cellphone box, avidvity and statement for insuarance both where scanned but the bureau still showing that SHE OWES TELKOM please help my mom to settle this as she was paying insuarance *** Ms Tele Makoma