Is there any way to actually talk to someone in the local store in Falmouth? NOT a recording?

I used to work in that shop specifically, and depending on the insurance company you have, your best bet is to just stop in the shop to talk to someone directly, the phone systems tend to give you a run around. (Some insurance companies have to set up the replacement themselves rather than you doing it)

Try pressing 0. There should be. They are extremely helpful.