In-store and online claim process issues.

I purchased my Telus phone close to three years ago and have been paying for the plan since then.  I recently damaged my phone and the website would not allow me in....kept asking for my address for Fiberop which NB does not have.  So I went to the Westmorland Road location - ZERO customer service recently - the gentleman that helped me told me to login and request a claim online - again I could not - he then told me to call customer care - I did not have a phone mine was damaged and I do not have a landline - he said he could not tie up his line because another customer may need his help - went to speak to the manager - who allowed him to use the telus landline - to which he called and started to open the claim - handed me the phone - they said they would text me a secure link to input my payment information (not sure why i have to pay additional fees on top of what i currently pay) to which i replied - I do not have access to my phone - the agent said I better figure it out or he could not help me - after some debate the in store agent agreed to receive the text - the damage claim was submitted - the instore agent took me to a secondary cell phone repair shop - where they did not have the screen to fix my phone - I would need to wait two days to order one - two days pass no part - Telus would not give me a replace phone - but I continue to pay my bill and for Damage Care - WHAT IS THE POINT OF PAYING for DAMAGE CARE when TELUS does not help the client - in this day in age we cannot go without a phone - i cannot get into my banking without a verification to my phone - my icloud account is locked because i need verification that was texted to my phone - I am so upset with the lack of customer service that I have recieved from Telus........I would like to know what Management has to say about this and how it should have been handled - I think Telus will lose a customer after this and honestly don't think they care much about customers or this blog would not exist!!!!!!!!!!