Airtel — dissatisfied with airtel secure

Address:

Kurnool, Andhra Pradesh, 518003

I am airtel previllage customer since 2 years.
I have subscribed to airtel secure poicy to protect my handset from damages.
I have subscribed to this airtel feature on 12.10.2017.
Recently my mobile screen got damaged due to fell down from hand and i have registered the complaint in airetl secure to replace the screen under airtel secure policy on 22.01.18. With a service request no 2792108.
But i have received a mail from airtel secure on 27.01.18 stating that claim rejected due to improper handling of mobile handset.
But i have registered this airtel secure policy for these type of damages protection only.
I am very much surprised to hear that claim rejected due to improper handling
How can it possible to reject the claim if i have subscribed for the damage protection.
Plz clarify me in this regard
Expecting positive reply from airtel secure.