Airtel — misleading and charging excess on airtel secure for insurance claim

Address:

560048

I am an airtel post paid customer and as per plan there was free subscription to airtel secure which i took it as i believed it will protect my phone for any physical damage at less cost as any insurance cover for my oneplus 5 phone bought in july/aug 2017

Recently when my phone screen got damaged, i chose to raise a claim and submitted all the required documents like invoice copy, photo of damaged phone, imei number etc and the claim no was raised sr # 3939121 submitted on 1/02/2019

After going through stages like document submission - validating documents - screening - handset pickup and the cost was estimated to
Rs 6870 on 6/02/2019
But on 07/02/2019, i got a mail from [protected]@airtel. Oneassist.in

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Dear abcxxx

Warm greetings!

With reference to your sr # 3939121, we are yet to receive the excess charges payment of rs.2500.0/- under the plan obtained by you.

Please click here to make the payment at the earliest to enable us get your device repaired.

For any assistance, please call us at 121 or write to us at [protected]@in. Airtel.com

Thanks,
Team airtel secure
Please click for t&c and faq's.
This is a system generated mail, please do not reply to this mail.

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On checking with customer care, i have been informed that the 10% excess amount calculated is on the so called coverage amount which is equal to the cost of handset, which is absurd considering that you are charging based on the cost of the handset and not on the cost of repair.

Also please view the following video posted by airtel on youtube around 2017, which clearly mentions that the excess amount to be paid by customer is only 10% of the cost of repair.

But when i called customer care they where referring to the following site

https://www.airtel.in/airtel-secure-terms

Which i don't know when was it updated.

This is really frustrating as much as misleading customer on their service

Please help in resolving this issue with airtel team