Pathetic Service!!!

Sent in my laptop for repairs as it was insured with Fonechoice. Phoned them multiple times trying to find out what the diagnostics was and if I'm going to loose all my data on my laptop they ensure me that I wasn't going to lose anything. Today I receive my laptop and it is completely wiped. I call them to find out what's happening and where the hell I should get a product key now, the consultant tells me they can't help me because they don't have technicians on site and they cannot be called to find out what they did with my laptop. What useless Service and useless company. Why do you even offer people insurance if this is how you're going to treat them? I'm stuck with a laptop that is of no use to me and I don't know how to move forward from this blue screen.