Repairs Declined by Icare

Good Day

I recently took my Iphone 7 Plus in to the Istore Sandton City for repairs as the phone fell out of my jacket while on a motorcycle. the phone is really damaged but most of the parts are still there. my Quote got declined without any instruction as to why. I dont believe that it was a fair decision and would like to know what steps I can take to further this matter. What are the factors that say a phone is not eligible for repairs?