confused customer

Last week my mom lodge a claim of ****** cellphone with TFG insurance. the cellphone was dual sim but has 1EIM number so she blocked slot one to get ITC but can't able to block slot no2 as the cellphone don't have IEM number. now the insurance advice her to call service provider to get motivational letter wnich the service provider don't issues. meaning she was paying the insurance for nothing. because this is beyond her control. so hurting to see the insurance treating old lady in this manner.