Didn't do her job and my mom have pay for that she doesn't have anymore

My mother Bertha phege bought a p8 and consultant said the phone was insured but on Sunday my mum got ****** and when she went to claim for a phone they told her that it was not insured while I was the when we bought a phone and asked for insurance.Today we were told these nothing they can do because their consultant didn't do her job and now my mom have to pay for that phone every month