Poor service from we fix and dial direct!

I am insured with dial direct for over 8 years now and every single time i have a claim there is issues,recently i had a incident with my cell phone been damaged i contacted them and i was giving a story of me not specifying that i wanted it insured so eventually i requested them to pull the recordings out and in my favour it was not asked by the consultant so i was told to take the phone in to we fix which i did and i advised shane that the board was getting hot and the damage is visible he advised he will write the phone off but i get a email from Kerusha and a damage report stated nothing about the pc board was heating,i would like to get a second opinion,i got a email this morning from the wefix staore thati insisted on the device been written off i am been honest i will take the repaired device if i have a heating problem or any fault 1st time around i will want a new device nd my damn acess back in full i will not take this **** from dial direct or we fix i asked if i can take it direct to samsung and was denied by kerusha.

I want answers and i want them fast.