Phone Repair

I dropped by phone and cracked the screen.  I called the insurance number that I was given and they sent me a link through text to complete to have the phone repaired.  I completed the process and then was sent a text that a phone would be on its way with a check your status.  A few minutes later I get a text to set up an appointment.  During the time this is all going on it stated that I had no deductible to pay. At that point I left to head to the store and then they stated that it was to late in the day to work on it. So we scheduled another day.  I then received a message that I can check the status of my shipment.  At this point I was confused and went to a t-mobile store to talk to them to see what I should do.  They stated to wait a few days and see if the phone shows up.  Well 2 days go by and no phone and then a text that my appointment had been cancelled.  At this point I needed to get a phone.  So I go to the store and purchase one and asked them if they knew why the  appointment was cancelled and or why I didn't get a replacement phone.  They told me to contact the cooperate office.  Well that was hard to do with getting know response from anyone.  I still have my cracked phone and I want to get it fixed.  I have been with Sprint and the T-mobile bought them out but for over 20 years and I have paid for the insurance for just as long.  I just want the company to fix my phone with no charge.  Can anyone help me or direct me to who can help me.