Reliance Digital — regarding insurance of mobile

I had purchased a mobile from reliance store before 4 months ago and i had taken entrust insurance at that time they didn't told we have to pay the shipping charges if screen damages but when i call for that insurance for cracking of my screen they r telling u have to pay 999rs for shipping charges. And i had paid the charges now from them no response regarding taking my phone if i call them they r telling our customer will call u in 48 hours, i had called them 5 times each time they r telling this only