Cellphone insurance information withheld by Retail

Hi, I am complaining on behalf of my 74year old grandmother.She is very upset!<br> She is a very good client and has been paying her Fashion Express Account every month.She recently purchased a Vodafone Smartphone worth R500 from Fashion Express in Parow Centre.She also added insurance to be covered against loss or damaged or if the phone is ******.She was not explained by the Sales Consultant regarding excess or regarding the time period in case of claims. I, myself work for a Travel Insurance Company and even though our Terms and Conditions are in a written format, we still explain to our clients,important clauses in case of claims.On the 18th of June our house was burgled, my grandmother was alone in the house and they stole her phone.She is traumatized.She was even more traumatized when the Insurance Company (Guardrisk) told her to pay R400 excess on a phone worth R500 in order to authorize the claim!My grandmother is a pensioner and I am very sure that if she was explained about the excess, she would not have taken it out in the first place?As per the CPA: Consumers have the right to be given all the information they need about a product or service, in this case it did not happen.