Airtel — airtel onesecure mobile insurance

Address:

Ranga Reddy, Andhra Pradesh, 500049

Customer relation number: [protected]

I have registered for airtel secure from my second number which i use at home last year around october, 2017. Since then airtel plan has added charges along with the services for airtel secure rs.60. At the time of registration, they have asked me for the documents like phone purchased invoice number, screenshot of new mobile with imei shown on the screen, back of the phone. The phone was purchased from amazon and they have sent me a copy of invoice of which i have taken the screenshot and uploaded the documents. They have accepted it and my secure coverage is started. Almost after an year october 23rd my claimed handset got damaged and raised a request for claim 3-5 days later because they were asking for all the documents again which i have to collect and uploaded.

1. They have called me and asked to update the description and provide me the invoice of the phone in claim along with screenshot of the phone’s front and back.
I have uploaded the document invoice which i have uploaded at the time of registration and provided the screenshots with imei on the screen. They called me 4 times to upload where 4 agent got the exact statement asking me to upload the image of the phone front with complete edges visible.
In description, when i have provided the details about the phone damage, they called me 5 different times asked the details like below mentioned:
Who was using the phone?
How was the phone damaged?
What time the phone was damaged?
Where did the incident took place?

2. After providing the above details they started asking me to get the invoice copy where it has to contain the 2nd page of the invoice pdf. So, i raised a question in simple which they couldn’t or didn’t answer. My question was, “if the invoice should be provided with second page then why didn’t they object the same at the time subscription. How come they have accepted the subscription?”
They tell me that the invoice should have the imei number which is not there on the invoice copy i have provided but it is required now after almost one year for processing. If not the claim will not be processed.
So, i have reached out amazon from where i have purchased to get the copy and uploaded the same.

3. Again they called me and said all the documents are good and they will be processed further for pick-up. But to my surprise they called me and started asking the documents of my wife for the same. And thats my denial as the phone purchase order is on my name, registered on my name, sim was activated on my name, used by me and my family at home. Complain is raised by me, why should i provide any documents related to my wife?
They called me multiple times to simply say i understand and require the documents. It was my direct denial to provide any copy of the documents of my wife.

This is happening almost for 20 days now and i am not sure if they have scheduled any pick up of the device to cover the insurance. Informed that this is hell process and should be clearly mentioned what details are expected from the customer in the description. The same documents that were accepted at the time of subscription, why they cannot be accepted at the time of claim, i am still in confusion. I have tried maximum to not be pissed off but.