Apple iCare Plus horrible service

I purchased an apple iPhone X alongside the Apple iCare plus package a little more than a year ago. Recently dropped my phone (whilst it was in an apple cover - I might add) - and cracked my screen. Phone worked fine, but the screen was ruined. I wasn't worried though - because I had taken out the iCare Plus package (cost R1999) for exactly this reason. Sent my phone in for repairs and got the reply that they are unable to repair the screen and I'll have to pay R10 000 for repairs. Even though I have the iCare plus package... Upon enquiry the technician said they won't repair the device because the back is cracked. I wasn't even aware of this. But still - why then have an iCare package at all?? I feel cheated by apple. Is this legal?? I couldn't find anything within the iCare T's & C's that allows them to blatantly ignore their obligations. Any advice???