How do I get my damaged back of iPhone 13 replaced it’s under insurance and has been only a few mthsI call for a shipped label nothing

I have tried to call Xfinity to get my iPhone 13 I recieved in mail late so I had to pay for my old phone company metro another month in order to keep my number I was promised a free month of service I also recieved a damaged iPhone 13 in mail I have insurance and when I called it was under warranty they never gave me a shipping label or reply I’ve recieved nothing but a 400 bill for a phone I can’t even use  I was in hospital and somehow  my bill and phone are yet to be helped the customer service people always hang up never call back my name is Christina [Edited: "Personal Information"] and my number is [Edited: "Personal Information"] my husband Lewis [Edited: "Personal Information"] just called last night they said they’d fix everything they got disconnected nobody called back or fixed anything worst time ever. How do I get any real help and  my call back to finish my problem