Airtel — airtel secure damage protection plan is a myth and new way to cheat customers

Address:

560037

My wife has subscribed for Airtel Secure Damage Protection Plan paying Rs. 79 every month with an insurance limit of Rs. 18000 for 2 years from the date of mobile purchase.
On 3rd Oct, 2019 my wife was resting in bed putting her mobile on charge aside. She got a call in between and post her conversation she tried checking the mobile notifications when she has realized that the touch is not working properly. She wake up immediately and put on the room light and have seen three fine scratched at the top right corner of the screen.
We have raised for Airtel Secure Claim vide Service Request # 4775670 for Device Poco F1 which was rejected stating reason as “IC REJECTION - LOSS OR DAMAGE TO THE DEVICE UNDER MYSTERIOUS CIRCUMSTANCES DISAPPEARANCE OR UNEXPLAINED REASONS”.
We were not convinced of the rejection reason as it has not happened due to our misuse or mishandling and because of this unknown reasons we want to insure our handset. So I wrote a note to the Airtel CEO post which one executive named as Priyanshu Soni was assigned to the case who gave me the same reason for the rejection.
I have explained her the whole thing and requested her advice if she was in our place what she would have done or what might be the story need to be created for getting the claim. She understood the fact but couldn’t say anything as she couldn’t speak anything in our favour which might conflict Airtel but I would like to quote a line she have written to me post our conversation “If I would have been in your place, I would have felt the same way as you are experiencing it now.”
Since they have rejected the claim I have asked them the amount they have realized from us for the service, they have denied to pay back the amount as well.
Airtel would charge money for a service, won’t be giving the service at the time of requirement and won’t pay back the amount even if they couldn’t give the service. They have considered it as their monopoly without giving value to the customer’s hard earned money.