Check your contract to see if you have TEP. If you do not and are within your 30 days have sprint add it. If you do not and you are past your 30 days raise hell and get them to insure it. Say that is shows it on your copy of the contract and you asked them to add it but you went into the store and they said you don't have it. Once it is on your account I think it is like 30 days...then call asurion or go to
www.phoneclaim.com to process your insurance claim. As long as no physical or water damage is evident you should not be charged the deductable for replacement. Hope this info helps. You already have the number. And maybe I am partial... but only deal with one select representative at a Sprint store. That way they are your rep and you are their customer and if they are the right rep for you, they will have your back in any situation.
Good luck!