Airtel — airtel secure : wrong communication sent to all customer

Hi,

This is regarding the claim which i made recently. I subscribed for airtel secure on 14th of october. And i got a confirmation mail from airtel stating device is protected from now. On october 24 my device got damaged. I raised a claim on 30th october. Since i was unable to claim within 48 hrs. I spoke to one of customer care rep. They told to raise a complaint after 15 days and also he clearly mentioned that device is under insurance no need to worry. After 15 days i raised a complaint regarding the same. I got a call from airtel stating claim cannot be processed since the incident happened in cooling period. Again i called customer care and asked details about airtel secure. This time i spoke to aarthi. I explained same scenario to her. She told no need to worry you can claim insurance. I explained that i got a call from airtel stating this cannot be claimed. She transferred call to floor supervisor, again i explained the scenario to her and she even told you can claim. No worries. Again i explained the situation to her and she finally told you cannot claim under this scenario. My concern here is if they cant insure the device in first 15 days, then why they sent an email to me stating device is protected from 14th october. Also why the reps working in airtel is unaware of this. Why airtel sent me a wrong communication in email stating device is protected from now. Also no one were able to explain the cooling period until i explain to them. Because of the wrong communication is sent i m facing this issue. Kindly address this issue and provide me a solution.
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