Cellphone insurance

My mother bought a phone at Edgars Cavendish.She lost the phone once and it was repaired twice.No communication was made as to how many times she may claim the phone. She now has lost her phone last night when getting to the store first of all the Cavendish store has closed down and yet again no sms or phone call neither a letter to notify that they will be closing. She then drives back to Gugulethu Jet stores to report and was told they are going to cancel the insurance yet they have been deducting money all year long. Again why was she not told that she won't be able to claim again prior from now and Hollard will cancel the insurance.Only when she gets to Jet in Gugulethu to place a claim is she told this. Really is this how your customers are treated after making sure her account is paid up to date. Please look in to this ASAP.