Question for Verizon reps out there...

So my girlfriend is a former Alltel customer and has an LG Glimmer. Recently the touch screen stopped working and she is unable to access most of the phones functions due to the menus mainly being touch screen accessible (no damage, out of warranty scenario). We took it to the local Verizon store to look at her options as far as if an insurance claim or an upgrade would be best. She decided to do an insurance claim as she was told an upgrade would pretty much require her to change her calling plan to a Verizon plan. (Actually, she was told she was going to lose her unlimited texting feature that she has had for years and that the only way to get the texting feature was with a Verizon calling plan.)
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