Airtel — airtel secure - service request # 251437 & 3472168 and service request # 258735 & 3548379

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201301

I am a very old customer of airtel and have been using airtel gsm postpaid as well as broadband connection at my home. I subscribed to airtel secure service after seeing much hyped advertisements on tv. The mere fact that my phone is already under warranty, i had an extra out cover and tampered glass on my phone, and i still decided to have insurance clearly show how much i am concerned about my phone and take care of it.

On 19/08/2018 i was on railway station and an old lady was trying to get on to automaic escalators. She was about to fell down, when i saved her from felling down. At the same time my phone was in my hand and got slipped & handset fell down and the touchscreen developed cracks. Though the phone is still working and i am using my phone very well.in spite of all the documents uploaded, i repeatedly kept on getting emails from them asking for a pic of the phone with the battery removed. Finally my claim was submitted after on 21/08/2017.

Now after a day i received an email from them saying claim rejected by the insurance company due to "improper handling". Can somebody explain me how you are supposed to handle the phone while accidentally slipping? My phone did have an outer cover as well as extra tampered glass to protect it from a damage in case of minor impact by felling down. The screen broke as it was a major impact as it got slipped and fell down with a "good enough impact" causing myself to get injured and the phone screen damage.

I again raised a complaint on 14/09/2018 and an email again droped in my inbox on 15/09/2018 stating the same "improper handling".

If this is not, what the hell is "an accident" then? Now they are saying claim rejected due to improper handling? Do you mean to say i throw my phone on the road and broke it? What a ridiculous lame excuse for not keeping your promise and providing a service for which you are bounded to. And what is this insurance company now?

I want somebody "logical" to immediately look into this and arrange to get the phone repaired and delivered to me at the earliest failing which i would be left with no other option than to proceed with the legal proceeding with district consumer forum to safeguard my rights as a consumer and get the service for which i am in a contract with airtel.

Hoping to hear from you very soon.