2 weeks wait for claim...then this

My daughter 2 weeks ago hooked her laptop and cell phone off the table. The laptop was in its protective bag.<br> 2 weeks later (this morning) I get an email to now say they will replace the phone...that is in essence fine but my child stays at university and I already had to buy her a new phone as she cannot stay alone with no means of communication. I have already incurred cost due to the 2 weeks I have had to wait for this.<br> <br> For 2 weeks she has been unable to do online assignments. I am now told that the laptop will not be paid as there is no physical damage. The fact that after the fall the screen no longer works ( she did assignment till the morning the machine fell with no problem) seems not to be an issue....what is this if not damage..the machine falls - the screen no longer works..please advise how this will be resolved or whether I need address this with the ombudsman as no one seems able to explain why the damage is not construed to be damage..it worked...fell and then didn't work.....<br>