Vodacom insurance no good.

I had a P30 pro phone which was on my mother's name.I lost it somewhere and did a sim swap.My mother is 92 and has got alsheimer.Due to fact that it's covid I could not take her to do a claim.Now that I want to do a claim they told me that it should have been done when phone was lost and I should have used the SIM card with the phone.which it was at the time it got lost or ******.Now according to them my mother should have phoned them to say phone was ******.But I ask them how if she has alsheimer.They say I should have gotten athority to talk on her behalf.i said but how if we on lockdown.Them they come with story that we claimed on other phone in 2019.i said yes broken phone P 10.then she could still speak and understand.now it's 2021.she can't do it.Told me sorry claimed declined.I said can I cancel the insurance.they say I must get authority.now who will give me that as nobody can talk to her or she don't understand anybody.Just a way we can take your money but we will not pay.Please people do not use this company.They will take but not give.