Vodacom insurance

My phone got ****** and I filed for a claim which was rejected. The reason for rejection was that the Vodacom sim was not in the device when it got ******. They said this are their terms and conditions, my problem is that I did not know about this. When I purchased the phone vodacom consultants did not mention this to me, also they did not send me any documents stating this terms and conditions. Vodacom only sent their insurance terms and conditions after rejecting my claim, so how was I supposed to know about the terms and conditions when they didn’t send them earlier? In future Vodacom should send this documents from the beginning not when a customer claims, like how was I supposed to know about this conditions if they did not send them to me? This is POOR service