Akosha.com — rejection of airtel secure handset protection claim

Website:

Airtel Secure

I had taken airtel secure handset protection claim on my one plus 3 phone on 8th july 2017 and since then have been paying an insurance fee of rs. 79 per month added to my airtel postpaid bill.
On 13th august 2017 my phone got damaged and the screen broke. The very next day i had filed for the claim on the airtel website and uploaded all the documents asked by them.
On 14th august evening itself i received a call from airtel secure team saying that your claim has been received and all the documents are in place and that i will be contacted shortly for the pickup of my device for repair and the same shall be delivered back to me after being repaired within a maximum period of 21 days.
Then after 2 days i started receiving a mail from airtel secure team everyday asking me to submit detailed description of the accident.
As i was unable to understand exactly what was i expected to add to the description that i had already written in the claim, i called up airtel secure team a no. Of times and all that they could say upon hearing my description of the incident was to just make any minor change to the description and submit again.in the last such conversation of a series of such conversations with the team the assistant on the helpline asked me to just add the sentence "this is my final description" at the end. Thereupon, i did not receive any further mail asking me to add details to the description.
Also, i had received a mail saying that the invoice of the device that i had submitted was not in my name but in my husband's name. Hence, i was asked to make my husband write a declaration saying that he had bought the phone for me and to submit his government id via an e-mail. He did this the very same day.
Also, whenever i called the airtel customer care, they asked me to call the one assist team and vice versa. Both the teams kept on shifting the responsibility on the other one.
I also kept following up with the airtel secure and one assist teams over e-mail. On 18th august and 25th august i received e-mail from airtel assuring me that my claim is in progress and the same shall be processed within 21 days.
On 4th september i received a mail saying that the documents submitted in respect of my claim have been verified and the handset shall be picked up soon.
On 6th sept my handset was picked up by ecom express pvt. Ltd.
On 8th september i received a mail from them saying that the repair cost estimation of my device is rs. 8554 and the documents and estimate have been submitted to the insurance company.
On 11th september i received a mail saying, "we regret to inform that your device claim of rs.8554.0 has been rejected by the insurance company due to improper handling | no proper care of handset has been taken by insured to safeguard the property."!!!
They have caused immense mental agony and harassment to me for a month for a simple claim made by me against the insurance taken for my device.
I want you to help me get my claim and also a compensation for the harassment and mental agony caused to me by the airtel secure team.

The airtel secure plan details are as follows:

Insured name: megha jain
Relationship number: 2351078
Membership id: [protected]
Plan name: airtel secure plan (Rs.18000)
Validity: 08/07/2017 - 07/07/2018
Sum insured of device: 18000
Registered mobile no.: [protected]
Imei no./serial no.: [protected]
Make & model: oneplus & a3003