Useless istore Cresta

I gave my iphone 14 Pro Max in for a quote and damage report at istore Cresta on Friday 14th September. I specifically asked the man that helped me that EVERYTHING damaged on the phone should be quoted for repair INCLUDING the casing. I confirmed this with him more than once. Despite this Gugu sent a quote ONLY for the screen. Who are they to decide what I would like to be repaired?? My phone is brand new - not even 2months old. I fell with it and it got damaged. I would like it repaired to the same condition what it was. Why do I want to walk around with a damaged casing??? I’ve requested a new quote multiple times. Email and telephonically! I was promised on Tuesday by the same guy that assisted initially that I would receive the requested documents on Wednesday 20 September. Well today it is the 22nd! What must I do to get these documents?! I need it urgently as I logged a claim with my insurance and I only have a week to supply them with these documents.