Claiming for damage laptop

I have my son laptop insured as it is his work laptop. Laptop fell and now the screen is broken. When I phoned to put claim in, I was told to take it in to be access, but he can't cause he needs it for work. Even taking it into computer place they said they need it for a day or 2. I have paid insurance on this laptop for about 3 years and now I have to battel to get it replaced.