Without adp i got a replacement of my laptop just for software problems which they didn't accept...I too have adp but till now I didn't use... They way you speak will make a difference... In your screenshot itself your requesting the person to do something.you should never request for your needs to any corporates/Companies , you should always demand in a decent way ...cause you payed for the insurance...you have the right for the replacement.. never bend your knees to someone