Airtel — airtel secure sr# 88079906 and 3605864

Address:	Thane, Maharashtra, 400607
Website:	www.airtel.in/airtel-secure

My wife is a subscriber of airtel for a few years (I don't know the exact number of years). She has subscribed to "myplan_infinity 1199_r" which entitles her for "airtel secure" service that covers customer's mobile handset against any liquid or accidental damage.

On 3/october/2018, my wife met with a small accident at home itself and broke back glass of her mobile. We raised a case (Sr # 3605864) in airtel secure for the repair of the handset. On 10-october, airtel secure executive called and asked my wife consistently that when did she activated her phone and mistakenly she told them that she is not very sure but it may be april and the phone was a gift from her brother. It was her 40th birthday and she assumed that it is one of the gifts.

The mobile handset was actually activated on 1-jan-2018 on her mobile phone and it was a gift for the new year from her brother. But airtel secure team rejected our claim stating it is second-hand phone because my wife told them that she activated in april and the same phone on the same number was active since january 2018.

I called airtel secure again and i explained the same thing to airtel secure office shashank and they finally agreed to open a new case (Sr#[protected] on 12-october-2018. Now, new airtel secure office shekhar was coordinating with me (Brijesh shah, husband of harshna shah). I explained shekhar and shekhar confirmed that he sees that on the handset is activated on 1-jan-2018 on my wife's mobile number. He assured me that he will take it up with necessary authority again and come back. Now today almost one hour back, i got a call from sekhar again and he told me that because my wife mentioned that she activated the phone in april, airtel secure team has rejected the case again.

Airtel secure and one assist team completely know the case and they know that my wife number was activated on the same handset since 1-jan-2018. And they are just using one innocent assumption against us and keeps rejecting our appeal repeatedly.

We've provided all the documentation to airtel secure team and supported all along. But we are getting intentionally punished and harassed by airtel secure and one assist team.