My husband works for State Farm Insurance. I asked him about your problem and he sent me this:
"Depending on where she lives (KS or MO) she can file a complaint with the department of insurance for that state. Here are the links for KS and MO:
http://www.ksinsurance.org/consumers/consumer.htm
http://insurance.mo.gov/consumer/complaints/index.htm
I'd also recommend writing and/or calling the Corporate Office to complain. Dept of Insurance complaints can take a while to make it through the system. The call to corporate may take care of things quickly, but follow up with a letter to the corporate office if you don't get anywhere with it. Address it to the CEO, since they usually hate being included on those types of letters and will push to get things resolved quickly."
Hope that helps!