Move up the chain at the insurance company just keep asking for the next one above whoever you are speaking. The words they all fear is "Bad Faith Claim" use it everytime you speak with them. That means that they should have paid a claim and didn't or in this case they played with her renewal. If a claim goes to court and the company is found to have not acted in good faith then not only is the claim paid but they are always hit for huge additional amounts as a penatly.
Never yell just keep telling your story if that doesn't work get an attorney!