Poor service from TFG insurance

My mom lodged a claim on the 20th of September for her earrings. She completed all the required documents and sent them to Sterns. She has been given the run around for almost 3months. She's an old lady and doesn't have the energy to deal with such. Today I called the claims department and the lady said she is just checking on the system. She put me on hold for a while and hang up. I called the Sterns Ilanga mall where the earrings were bought but no one seems to be able to help us. The insurance is still deducting monthly but the claim is not processed and we have no idea what's happening.