I recently contacted my local Telstra store to get a quote to fix a crack in the screen of my Galaxy note 10 which is supposed to be covered under Stay Connected. I was told that the sales rep had made a mistake and hadn't added stay connected to my contact even though I had requested it and as it can't be added at a later date there was nothing they could do. I contacted the ombudsmen to make a complaint and was contacted by a case manager to say they still couldn't add insurance but were willing to pay for the repair to be carried out by a third party .
Whilst I appreciate the gesture it still leaves me on a 2 year contract without insurance. I'm very frustrated that nothing can be done when I was not given the cover I had requested and the rep has admitted fault.
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You can get insurance cover for mobile devices through insurance companies (mine's through RACV).
I'm surprised at this situation. I believe if you had first written to the CEO of Telstra...you possibly would have been dealt with more to your satisfaction. Belatedly... you could write now... as you seemingly have nothing to lose.