Microsoft Complete for Lumia 950 XL

[Yapchagi]

so I purchased Microsoft Complete for my Lumia 950 XL in December of 2015. Yesterday I dropped my phone accidently and the screen is cracked. Went to the store today to ask for a replacement and mentioned about Microsoft Complete package. They told me to go to palcotech.com instead. So what's up with that? I paid $99 for that extra warranty!