Policy not explained, no documents received

On 10/6/2017 we bought a cellphone at Jet and took insurance from Hollard. No terms and conditions were given or explained to us, no policy documents or excess was explained whatsoever.We have not received any calls, emails or any correspondence from Hollard explaining the terms and conditions or excesses payable once we claim. On 16/08/2017 we submitted a claim after the phone was ******. only after submitting the claim we were told that there is a R500 excess and a futher penalty of 30% for claiming within 30 days of taking the insurance. This is not exceptable and due to no policy being explained when taking the policy Hollard must pay the whole amount of R2549.90 . I have wasted two days of my time running up and down for no reason after we blacklisted the required sim yesturday. Hollard having to comply with FSB compliance have failed to do so and can not sell policys if there is no contract, T&C's explained to the customer when taking the policy. I expect feedback regarding this matter in a professional manner and only to pay the claim in full without excuses or futher agrivations. If Hollard fails to do so I will refer this matter to the FSB directly and will hold Hollard accountable for legal cost.