Jeeves Consumer Services — insurance fraud

I had purchased a Realme 11Pro Plus 5G worth Rs 29k from Flipkart with the additional phone insurance provided by Jeeves consumer services (worth Rs 1600).

Around 6 months later, I dropped my phone and I got a small dent on my screen, while the phone was working fine but since I had taken an insurance I decided to get it fixed from the company rather than spending 3k on a local shop in Karol Bagh.

Once they received the phone, the actual fraud begins. First I had paid Rs 1500 as insurance processing charges.
They said they are working on it and will deliver repaired phone within 7 days.
Later, They asked for my bank account details, since by now I had realized the processing is extremely slow on their part, I gave the details thinking may be its a part of their process along with the question as why do they need my bank account details.

As usual there was no response and I called their customer care seeking my answer, where the executive told me that the repair charges of the screen is coming out to be 28K (which is actually more than the phone cost) and as per their policy they will be refunding 60% of my phone cost. I immediately retailiated and told them I do not want a refund to which they had agreed on call saying they will return the unrepaired phone and the 1500 processing charges will be forfeited.
Also they told me that I can get it repaired myself and claim the amount from Jeeves.

I had no other option but to agree, I was promised that I will get my phone back, the next day I get credited with 16k in my bank account and the customer care now tells me that nothing can be done now since I have got the refund.

Cut to this day, I have escalated multiple times and every time there is a new story they say on call, but on asking them to write the same on email they say they dont have access to send emails.

I lost my 29k phone +1500 and got 16k in return, which I could have got fixed from outside in 3k.

I dont know what they have done to my phone, but they are definitely doing such frauds and making profits on new devices by trading them at ultra low costs.