Poor tfg insurance service

Mom bought a phone years back and she has been paying for the insurance for it at Sterns Irene mall. Mom lost her phone over 3weeks back and went to claim for it til today no progress. She is being sent up and down to police station and mtn shop. She has been complying but the service there is poor. Different stories from the consultants every time she calls. Clearly paying for that insurance was just ridiculous, its so frustrating her being unable to do her things and unable to get hold of her. We are living in a hard times knowing where your loved ones are is important. Now she travels without a phone everyday, not knowing if she is safe. Worst service ever from tfg phone insurance.