100 day screen insurance Huawei

My husband was involved in an accident in November 2020 and the screen got damaged. We contacted Huawei and submitted all the necessary documentation and they arranged with Globe flight to collect the phone on 31 December 2020. We phoned them on the 6th of January 2021 to find out if they received the phone since the collection was a overnight express service and they informed us to call back the following feedback. We have called again this week 26-28 January and we are sent from pillar to post and on the 26th we were told that the phone is lying there and needs to be attended to by an assessor. We were told that the assessor is on lunch and that they would phone us back but no one ever phones us back and we are the ones that are following it up. The service is very poor very poor and bad serice.