Airtel — claim against my device

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201301

In regards to my member id [protected], i had availed of airtel secure as a means of insurance to protect my handset from any damage, whether physical or liquid.
While during the sale and for advertisements, you had consciously made me believe that any sort of damage would stand covered provided i am under the airtel secure plan. My handset, samsung galaxy se edge plus purchased on nov 2015 and with airtel membership id [protected] was accidentally damaged and the screen needs a replacement.in subsequent process, i duly filled in the necessary requirements but was told by your claim servicing team as not eligible due to my negligence. I was not even provided the reason their email. I had to call you back and on your advice, raised the claim again and got the same reply and that i cannot reopen my case when it has been closed.
Now, i wish to ask you where was the question of negligence and when was that communicated to me when you sold me the insurance and your advertisements? I have been severely disappointed and feel cheated and harassed by yourselves with your misrepresentations and misleading sales and wish to communicate of my actions to initiate and pursue this with legal help