Unfair treatment

On the 7th of sep my sister entered into a contract with Cell c @springs mall for cell num. ********** . She was also offered an insurance as a additional cover. Unfortunately week later after signing she was ****** of her bag with phone ******. A case opened and cell c informed but she was advised by Sthembiso a consultant at springs mall tht insurance will cover and replace phone. Sadly whe she took phone was not informed of T.CS suprisely shockingly thy refute to cover. Its unfair tht info not shared with consumer but now she expected to abide by tcs she never acknowledged and made aware. She is prepare to continue with contact keep her committed but insurance should also com to party.