NO FEEDBACK AFTER 4MONTHS

My mother bought a phone and insured it at Exact in Queenstown. After she lost it she submitted a claim in September with everything they asked for. Needless to say, she still does not a phone! Every week she goes to the shop and they call the head office. The head office always has story, they are waiting for this and that! Seriously! What incompetence is this?! Taking money every month but not delivering! Nonsense! Please don't **** us! We also work hard!