REFERRRAL TO ASSURANT TEAM
Thank you for confirming! So to upgrade your device under Jump upgrade, the trade in phone needs to be in good condition. Now in this case, in order for you to fix the trade in device, all you have to do is call our Assurant team to file a replacement. 

Here's how you contact them: 1-866-866-6285 and no need to visit our store as our Assurant team will ship you the replacement phone.

For more information on how to file a device protection claim, please visit this article:
https://www.t-mobile.com/support/devices/file-a-device-protection-claim

https://c2.t-mobile.com/t-mobile-directory/device-protection-assurant