Edelweiss Financial Services — Insurance claim

Address:

Mumbai City, Maharashtra, 11p010

FOR INFORMATION TO ALL FRIENDS 1. I had bought a Samsung Note Edge phone from one of the stores of THE MOBILE STORE. Along with the phone THE MOBILE STORE representative informed me about an accidental insurance cover provided by EDELWEISS INSURANCE LTD. which covereed all kind of physical damage including liquid damage for an year. 2. Keeping faith and trust, in Big and familiar names like SAMSUNG, THE MOBILE STORE AND EDELWEISS., i bought the mobile phone along with the insurance policy covering me for a year. 3. As luck could have it, my phone got damaged and in the process to get it repaired I initiated a claim on 5oct 2015 for my damage at EDELWEISS. MY CLAIM NUMBER iS CLM0010844.i got a confirmation for the same, the mail also had a small point at the end which said " kindly fulfil all the necessities within 30 days else the claim cant always be remained open. 4. I submitted the required documents and got the following reply a. Upload the Repair Job Card document(I was told earlier by THE MOBILE STORE representative that this document will have to given once the Job has actually been done i.e. after i get the approval from EDELWEISS and aftr i get my phone rectified). b. Photographs of the damaged handset showing the IMEI number( the photographs were supposed to be not as per the standards of EDELWEISS) 5. I uploaded the above mentioned documents for the second time and got the following mail to upload these documents again - a. Upload the Repair Estimate privided by SAMSUNG SERVICE CENTRE. b. Upload the photogaphs of the damaged handset shwoing IMEI number. c. Upload photographs of the damaged handset. 6. I uploaded the above mentioned documents for the third time. To my surprize the issues were still not resolved and got a folloing reply asking for- a.upload Insurance Certifiate b. Upload photogarphs of damaged handest showing IMEI number. Besides this i also got a verificiation check on the other documents which had a remark OK in front of them, which also included the Repair Estimate letter. 7. I accepted since i was not able to satisfy the standard of photography laid by EDELWEISS and had clicked images with all thr gadegts at my disposal, i asked THE MOBILE STORE representative to click the pictures and upload 8. I again got a mail that the IMEI NUMBER was not clear in the images The feeling of being deceived started sinking in me and i contacted custome care of EDELWEISS. 9. At Customer Care Of EDELWEISS i got a feeling as if it is CUSTOMER STAY AWAY. I happened to speak to many representatives including Mr. Sohail, Mr Dutta, Mr Neel and Ms. Nandita. Since i felt that so many days had passed and i hadnt even completed step 1 i asked them to make me speak to their higher ups to whom i could escalate my case. I would like to mention that very reluctantly they make me speak to their Team Leader Mr . Prateek Patil who also wasnt able to help me out and i asked the same from to kindly escalate my matter. 10. I was initially told that his senior Ms Janki Garg was not available at the moment and could not speak as she was having her well deserved lunch break. 11. whn i placed a call to speak to Ms Janki i happened to speak to Mr Vineet Gupta, assistant manager who was senior to team leader Mr . Prateek Patil .i asked him that i wanted to speak to the higher authorities nd his reply was to be exact " i dont have any higher ups" . When on being asked again by me as to who was his boss after keeping my call on hold fr around 15 minutes i was made to speak to Ms Janki Garg. 12. While i was speaking to Ms Janki Garg, to my horror i was informed about an altogether different discrepency, it was that The IMEI number on the Repair Estimate and Insurance certificate did not match. 13. I told her if her scrutinizing and verifying experts never informed me ever about it as i had been getting the documents uploaded, she had no answers. However told me to get a corrected Repair estimate uploaded and that was all she needed to help me out with my case in pushing it forward. 14. I asked my parents who are 70 yrs old to get a corrected copy of the estimate from SAMSUNG SERVICE CENTRE and get it uploaded for EDELWEISS. 15. on 31stOct 2015 after gettinh the corrected estimate uploaded i again called Customer Care EDELWEISS to hear the good news about my documents being finally in order. And asked there representative to kindly connect me to Ms. JANKI GARG to inform her about the same as she was pretty much accquainted with my case as we had a telephonic conversation at length. I was made to speak to one Mr. Vijay Gupta, Floor Supporter, he again had a discrepeancy ready which was that now the Corrected Estimate did not have the logo of SAMSUNG SERVICE CENTRE however it did have the stamp of the service centre. 16. Its been 6 times now that i have uploaded my documents however i havnt even completed step 1 for an approval. 17. I am serving in army and posted in remote, insurgency affeceted areas of Arunachal Pradesh and to speak to somebody on phone i have to still walk 6 kilometres from my place . If one makes a routine of coming on the same track and place everyday to speak, one puts self and colleagues to grave risk and danger to life. 18. I had informed all the representatives of EDELWEISS aware of my circumstances regarding network and security issues.However this fact was not appreciated at any level. 20. Through this crude submission of mine i request all of you to kindly go in to minutest details before buying anything. For myself i can say EDELWEISS, THE MOBILE STORE AND SAMSUNG SERVICE CENTRE have caused me lot of stress and some very hard lessons learnt. Thankyou for your patience.