SOVHA *****ing elderly people on cellphone claims :**** insurance company

Good day, My mother submitted a claim for a cellphone Huawei P40 lite about 2 months ago which was bought 5 years ago. She has been hassling with the claims process, the company is taking advantage of her because she is not literate. May you please resolve this issue with immediate effect or I will assist my mother to lodge a complaint with the ombudsman The policy has been in place for more than 10 years which shows that she is a loyal customer but she is being treated unfairly The policy document shows that the cellphone is covered for R8000 The cellphone was bought in 2020 for R6500 however the claim was approved for only R5500 the consultant says its due to depreciation however i the past years when the claims were approved it was always for the replacement value it was insured for. There were no issues of depreciation. This is something new They offered her certain phones that she can choose from, some of the phones that were offered were worth R7000 however you are saying that you approved the claim for R5500 My mother opted for a honor 200 lite for network provider of MTN or Vodacom, they gave her 90 days to pay excess. You advised that you don't have stock for other network providers and you only have Cell C. One of the consultant said he ordered stock for MTN 2 weeks ago. There is no feedback provided for the stock request. Every single time my mother phones in they are forcing her to take cellphone that she doesn't want and forcing her to go for Cell C phone. She phoned in requesting an insurance claims history letter and she was declined to obtain that because you know it will show that you are robbing her on the claim amount that has been approved. When she ask to speak to a manager, she is also declined the right to do that 90 days period is very close yet you have no stock for the cellphone, if the 90 days pass without stock you will be blaming the customer and refusing to pay her. She asked if you can refund her cash so she can go and buy her cellphone since you are failing to get stock for the cellphone in due time before the 90 days period however you declined that as well. This insurance company is a **** and you are *****ing elderly people who don't have the power to fight for themselves and you are violating TCF.