Bad communication

I have reported that telkom did not want insure my Huawei mate 20 pro. Unfortunately in December my phone stopped working, and it's still under warranty and on contract they gave me a 10 000 something quote to fix it and told me it's out of warranty but my warranty ends December 2020. I told them I don't have so much cash to pay right away. I asked why they won't fix it under warranty thy said because the screen is cracked therefore I have to be liable for the software problem too.. How crazy is that. Why not charge me for the screen only and fix the software cause it's under warranty? As I am typing now my phone is not back it's in menlyn telkom, ever since I paid fr the assessment amount they haven't said anything and when I call the store there is no answer.