Apple India — iphone 5s edelweiss insurance

Address: Bangalore, Karnataka, 560066

I purchased an iphone 5s for 19999 inr and purchased an edelweiss spills and drops protection for extra 2999 inr. Recently my phone sustained a minor crack on the screen. I reported the same on the same day (Within 24hrs) to the vendor i purchased the phone from.
The vendor is imagine store in orion mall, bangalore. They told me this has to reported to a service centre. I could not find the service centre on the same day nor could i reach them on phone after multiple tries.
Next week i called the service centre and i got connected after couple of tries. They told me since the event was not reported in 24 hours. The request will not be proceded. After this the executive i talked to, put me on hold for 15 minutes.
I called again, this time the executive disconnected the call after i told him my case claiming i am not responding properly.
After many more tries i got connected again, i was told that, the case will not be registered as the first operator had entered the incident date as 7 days back. And now my insurance will not be claimable in the event of any further damage either. I am raising a complaint as this means because of the incident, my insurance is void now.

I will like to understand why i cannot claim the replacement/repair for any further damage to the phone as this is not mentioned in the docs. I will also like to raise a complaint on the icare for providing me such a bad service and i store for not registering the event when it was reported.

Joseph