Warranty not honoured

I bought 2 ipads for my kids school in Feb 2019 and included icare plus(2yr screen repair incl). Last week Thursday my son accidentally cracked the screen and when I enquired about a repair I was told that I don't have icare. I've been on the online chat, sent emails to istore and visited canal walk istore to get this resolved, provided proof of purchase and know one can answer me and get my iPad fixed. I explained to the branch manager at canal walk that my kid needs it for school as they are using ipads during lockdown and I was told that I should leave the device with them for 5 days while they order the part. I asked for a reason why the iPad should stay with them while ordering a part and I was told it's store policy. Istore wasn't interested that my kids would miss out on 5 days of schoolwork and weren't interested in accommodating us in any way during lockdown. Really disappointed in the way istore are treating us.