NON DISCLOSURE OF PENALTY FEE

I got advised by a sales person at Edgars in Alberton City to get insurance for my new phone a Samsung galaxy core prime which costs R2 000, so i decided to take the insurance deal. Two months later i lost my phone and made a claim for a new phone. I contacted the store and no one had any information for me so i contacted the head office and they told me the claim is approved but i need to pay R759.00 excess which includes penalties for claiming within a three month period. When i took out the insurance nobody informed about any penalties nor does it say on any document i signed that i cant claim within the first 3 months of purchase. I have been dealing with matter since the 21st of September, i was told that the matter was referred to the supervisor and then further escalated. To date there is no resolve.