TFG cellphone insurance

The Foshini Group- Cellphone insurance have explored my mother and it's a shame! My elderly mother lost her cellphone on the 17th of July at my cousins funeral. On the 18th of July site called MTN on 135 to blacklist her phone she was told to call the next day, she called but was not assisted so she decided to drive to Kokstad (67KM from Matatiele) to an MTN outlet so she could blacklist her phone and get an ITC number but was sent away because of loadshedding and she drove all the way back to Kokstad the next day on the 23rd of July, she was finally assisted and received the ITC number. On the 25th of July she went to Matatiele Sports scene to submit her claim for her lost documents, she was assisted by a pregnant coloured girl and was told to go "home and wait for a call". A week later on the 3rd of September she went to go check on the status of her claim she was told that ALL her documentation was lost and she had to resubmit her claim. She had to go back to the police station to rewrite the initial affidavit, my elderly mother was being sent around as though she had no dignity or substance. She followed the instruction and did as told. Now on time 19th of September she was called by a very rude person telling her that her cellphone claim was rejected because her affidavit was too late as compared to the day the cellphone was lost. This is a loyal paying client that Followed the procedure but *********** staff of TFG failed to follow the correct procedure in processing clients' claim has resulted in disadvantaging my mother. This need to be investigated and the client needs to be treated fairly.