Jeeves Consumer Services — Not proceeding with the claim and giving excuses

I took there complete mobile protection plan for 1 year and i have my mobile screen damage half of my screen is damaged and it hurts my fingers while scrolling and having problem with viewing things and when i logged the complaint for my claim process of 25% of the value to do self repair they are straight forward denying it saying it's a minor issue. How can it be a minor issue it's says in there terms and conditions that it covers screen damages.