My mother's insurance claim taking long while she paid premiums without fail.

My mother took a phone at Ackermans and they convinced her to also take out an insurance.Her phone is lost and they are now giving her a run around.It has been a month now.I called the insurance company the name is Sobha insurance and I spoke to Nikita Belily and she was rude and raised her voice at me.She spoke to my Mom who is a pensioner and didn't understand the single word she was saying.I took a phone from my Mom and she insisted and said she wants to speak to her.My Mom is a pensioner.The claim was processed and they said they have my Mom an empty voucher and they said they will load it and sevens day passed and nothing happened.She has been paying her premiums without fail but when she is suppose to get service nothing happens.Please someone tell me where I Can go to report this.