Reliance ResQ - Insurance claim declined for false reason

I purchased my device Samsung galaxy A** from Reliance digital on First of August ****. I also purchased a insurance called resQ for about ****/+ Which included accidental damage protection, liquid damage and theft protection and what not and they promised to replace the device if not repaired. A month ago in January ****, I accidentally dropped my mobile device and it's screen broke. I knew as it is accidental damage Samsung won't repair it and I knew I had a insurance from Reliance so I didn't go anywhere and directly contacted reliance for claim. I did all the formalities paid them rs**** as service charge. My device was picked up and I got a notification that device has reached a service center and is diagnosed. After a week or * I tried to track my repair status , I found that they had no records about the device (Device was lost) I don't know if it was system error or what even customer care representatives couldn't find the device or even the request. So I wrote a mail to reliance. After few days I got a mail from Reliance that the diagnosis is taking some time(how long does it take to diagnose a broken screen which is visually visible). Then again a few days later I got a mail saying that the PCB of the device was tampered (repaired by *rd party). What nusense is this. I am not that dumb to repair my device form *rd party when it was insured by reliance and had brand warranty. I very well knew that doing so will void the insurance and brand warranty. If I wanted to do the repair from *rd party Why would I have approached reliance?? Why would I even pay rs **** for insurance and **** a service charge ?? I think their employees are inexperienced, unprofessional and don't know anything. They might have damaged the device internally and now declining the claim on false basis

P.S device is not returned as of ** February **** i.e today