Airtel — service request number

I have also raised a claim service request no. 346224. At that claim my phone display is in "usable condition with no certain damages" i have raised claim m because getting strike lines in display as i has fallen from my had, they rejected the claim telling it was due to negligence, as i was in usable condition i dint make it serious

Next week unfortunately meet with accident with wounds and damage in display, raised claim given descriptions on 29th dec 2018 and added documents everything, secure assistants called me and said about missing documents/documents are not clear, i did everything as the said,. After a day, secure people called me telling that it cannot be claimed because"your 1st claim is rejected so we cannot approve this"

Secure executive replied that if yours handset is repaired you need to show job sheet of first claim it seems, as my phone was in usable condition and no damage why would i go and rectify also dont know why they are so concerned about 1st claim, since now it was a major damage so i requested for 2nd claim