Airtel — airtel secure claim complaint

Address:

411028

I had purchased a One plus 6 which I registered under my Airtel secure plan. I've been very careful with my phone (not just this phone but all my pervious phones as well) however I did update my phone details as this facility was already active for my subscription. A few days back, Monday morning to be precise I was helping someone with placing a lamp in their balcony during this incident my phone was in my jacket pocket, while doing this the chair wobbled and to save myself I tried to sterdy myself however I didn't realize that the phone fell from my pocket and fell down 3 floors and broke. Now that this had happened unfortunately I thought o[censored]sing the repair facility provided and claimed for the same. The claim was obviously rejected as I'm posting this here as a complaint. Their reason is negligence. I fail to understand how was this so? As I didn't throw the phone as it was super expensive (256gb variant which is for 43k) now to find out I called customer service and they explained that the only time we cover accidental damage is during a real accident which involves a vehicle, I was like what? Because this isn't mentioned anywhere I have never claimed for any repairs earlier and my first instance is being handled in such a way(btw I have the call recording) now this is not how insurance works, I know the insurance company finds loop holes to deny the claim however this is really below the belt, it was an accident which is to be covered as per the coverage that was given. It's really disappointing that after all this business I give the one time I needed to use it was the time you threw me under a bus. This is not acceptable just because your insurance company denies a claim you don't give your customers a hard time. To top it all your customer service representatives talk as if my bills are paid by them. I will take matters further if required.

Looking forward for a positive response from your side