OneAssist Consumer Solutions Complaints & Reviews

I had taken an Insurance with OneAssist for my iPhone 7 with membership ID: [protected] on 27th Dec 2016 this covered accidental and liquid damage of handset for 1 year(2 times claim can be done in a year), 12days guaranteed returned of the handset(once it has been sent for claim) and temporary handset to be provided by the company when the claim is raised. When i asked what are the exceptions for which the claim will not be accepted i was told that if damage was caused by sea-water, or if damage is caused by any kid in the house(as they don't know the value of the phone) it will not be accepted for claim, which was ok with me and i took the insurance.
On 18th Feb 2017 in the afternoon, i was taking a nap and my phone as usual was kept besides my pillow(all my phones till now were kept there only) and when i was in sleep, somehow my hand struck the phone and it fell down from the bed(which is very well padded and about 1 foot from the ground). This woke me up and when i saw the glass of the phone was broken, i even had a tempered glass on but still it got damaged(the glass had cracked) but everything else was working perfectly fine. So i raised an claim request to one-assist the same day at around 8:30 PM. My claim was acknowledged by the customer care executive and i was told to give submit some forms which had the description of the damage and some pictures of the damaged product and my identity proof. I submitted everything, then i received an mail on 20th Feb 2017 that my documents were verified and an executive will come and pick up my phone, at that time i had requested for an temporary handset as it was there in my policy. The pick up was scheduled and the respective person came on 22nd Feb 2017 to receive my phone, but at that time he did not get any temporary handset, i called the customer care and i was made aware then that my request was not at all submitted for temporary handset, and i was told only at that time that the temporary phone will be given after 3-4 working days. I tried convincing the customer care but it was of no use, so i gave my phone and waited for the temporary handset to arrive. I did not get any updates and i kept on calling each day for updates, i was assigned to a relationship manager who did not pick my phone half of the time, so i had to call the customer care number instead every time and explain the whole situation again and again. So the 3-4 working days policy as i was told to receive the temporary handset did not get followed and after much follow up and argument i finally received the temporary handset on 3rd march 2017. Although i received it, someone else's iCloud account was logged into the phone and i was not able to download any of my required softwares, i called the relationship manager(MS Afroze Vastani) again and i was told that an technical guy will call and guide me for the same, but again i did not get any call..and after much investigation on google i found out an solution and added my iCloud account.
Then i was waiting for an update on my phone for which the claim was initiated, again there was no reply or updates from anyone on OneAssist and i called them everyday for the same. Then i was told that my claim request has been forwarded to the insurance team and are waiting for them to approve the claim. I waited to get some updates for the same but did not get any once again. I tried calling the assigned relationship manager but she never picked my call. So now it was 9th march 2017 and i still did not get any update and i was guaranteed an 12 days service guarantee(it was the 11th working day). So i tried the customer care and raised an issue and was again told to wait. On 10th march 2017(12th working day after my phone was submitted, the day i should have got the replaced phone) i still did not get any reply so again raised an issue with the customer care, and then at around 8PM i got a call from the corresponding department of the company that my claim has been rejected by the insurance company on ground of "Loss or damage caused by incorrect storage, wilful negligence (No proper care of handset has not been taken by insured to safeguard the property)" I tried to understand from the lady who told me this that how do they categorise negligence and accident, and as per the lady i was told that as i did not keep the phone in a safe place(according to them) it is negligence and that i should have kept it in a drawer(completely baseless argument) and that if i would fallen from a bike and the phone would have been damaged it would have been accident (examples provided by them). i was completely unhappy with this as it was really baseless how they categorised accident and negligence, and also that i was told about this at the end of the 12th working day by when i should have got the repaired/replaced handset back as per the policy of the company. i raised my disapproval with the insurance company's decision and was advised to write an mail to the complaint department of the company, which i did on the same day.i Wrote an mail explaining my concern and giving proper definition of 'negligence' and 'accident' and how my incident was an accident and not any case of negligence. Then i got a call from my relationship manager that my mail was considered and sent back to the insurance company for re-consideration. As it was weekend and HOLI on 13th March, so was not a working day for them, I got a call on 14th March 2017(which was my birthday) again by some agent at and 12 PM stating the same thing that my insurance claim was rejected(which i was already informed) and according to him no further claim was done after that(which was contradicting what i was told earlier). First of ally did not get any updates in the proper time ever by the company, and when my insurance was rejected(which according to me was on complete baseless grounds), and then i get a call again that my insurance was rejected(twice the same call, even after the further action was already done by me). I was really frustrated by this and had an argument with the agent. Then i called the customer care again at around 2PM with my queries and was told that the agent did not had knowledge and may not have checked the proper updates that the claim had been reopened before calling me. I was furious as i still did not get any updates on the follow up from the insurance company regarding the reopening of the claim. Then again same thing followed for about 4 days and i did not get any updates, i kept on calling the customer care for updates and finally got my unrepaired hand-set on 17th march 2017(17th working day after my phone was submitted, about 1 month counting all days). And still no updates on the reopening of the insurance claim. Then finally i got a mail yesterday on 24th march 2017 that my claim was rejected with the same description for rejection as earlier "Loss or damage caused by incorrect storage, wilful negligence (No proper care of handset has not been taken by insured to safeguard the property)".
I am really unhappy with the company's performance and ability to handle the claims. Also the response from the customer care is really not satisfactory and they call me without having the latest updates. I still don't agree with the rejection of my claim on baseless grounds. I am attaching the mail that i had sent the company for the re-opening of my claim request. Also attaching the policy details which clearly states issue resolution in 12 working days.
The overall experience with the company has been really bad and i really hope that my case will be considered and i get my phone repaired as i deserve with respect to my policy and what i was promised, and proper follow up to be done how the company with out any investigation can decide whether my case is negligence or accident.

Respected sir/madam rs1799 deducted from my Axis bedit card on 24/03/2017 for debit card protection plan which i never asked and no body contacted me to take permission regarding this i do not want this plan . Please cancel it and refund rs1799 my relation ship number is 1849036. Please take needful action to refund my money
Thanks
Prabhu Kumar M

Dear Sir,

As per my complaint no 1843706, my claim is closed two days after I filed the claim but I am astonished that still my mobile got picked up by the One Assist team. So when I asked the Customer Care department regarding the date of return, I was told that my mobile will be returned withing 7 to 10 working days. Now when the estimated date is over they are giving me an excuse saying there is no response from the technical team. I fail to understand here that who has the responsibility of getting in touch with the back end team and what could we do if these people are not able to contact the team.
Now the best thing is, they are not able to transfer the call to their seniors, they are not able to send the mail regarding my complaint, they are not able to send the numbers/address of their back end team so that I could reach them. So basically they are not able to do anything other than listening to our queries and keeping our mobile without any reason.

My IMEI NOs are:

[protected]
[protected]

My Complaint No: 1843706

My complaint MO. 1838053
Mobile no. +[protected]

I have registered a complaint regarding the screen of my phone broken. I was told I have to keep my phone ready with the forms mailed to me, duly filled.

And eversince no one has contacted me and neither am I able to get thru to your number
[protected].

Today at 2:00am I called them and I was told a new story that they will mail me a pouch with two forms and I have to fill them and then there personnel will contact me.
I am being told this now and I have never heard anything like that before where a pouch will be mailed to me.

Kindly, and after 9 days m traveling for the next 4 days. Is there a way where I can hand over this handset myself? M so scared if I will ever get my handset back in future with this kind of service.

Kindly contact at the earliest and let me know if there is a solution to this or I have to keep wondering what to do?

I have recently open hdfc bank credit card account and got call for credit card approval.in that call, the calling person misguided me and activated credit card security plan and now my account debited with 2499 rs. It is totally fraud, you are trying to gain customer by directly activating plan and deducting money from customer account.
I want my whole money back otherwise i will take further action against you.
As its due on my credit card, if you delay you have to pay charges also.

Dear Sir,

The company " OneAssist Consumer Solutions Private Limited " done a fraud with me. At the time of sales they informed me that I am covered with all accidental damage and all screen damaged condition would include in this if the phone cracked then it would be cover under the accidental damage and I would get it repaired with in 21 days.

Also like to mention that they give a commitment that while the phone gets repaired in 21 days the company would provide another handset also known as "courtesy handset". Unfortunately during all the time when the phone was picked up i didn't get the courtesy handset.

Company give a fake commitment and later deny to repair my phone by saying that the company rejected the claim.

I give the reason that "In the office we have to submit our mobile phone for the same we have lockers issued. Today morning in the break time when I open my locker I open the door of the locker and suddenly the mobile phone fallen down on the floor with the base of a screen when I pick up the phone from the floor I found that it has been cracked basically on the lower side where we can see the navigation keys the height of the locker from the floor is around 5 and a half feet."

From this reason this is not proved that due to poor negligence it has done.

After all mess up the company give the reason not to accept the claim is

Dear Sonal Sinha
With reference to your Service Request number 1803717, basis the documents submitted by you, the insurance company has denied the claim.
The insurance company is constrained to deny the liability basis the following reason:
EXCLUSION 10 - Loss or damage caused by incorrect storage (No proper care of handset has been taken by insured to safeguard the property.)
We regret that we are unable to entertain this claim and therefore, we are closing the claim as repudiated on the grounds clearly mentioned above. We look at this as an opportunity lost to serve you.
We will soon deliver your unrepaired handset to you.
For any further assistance, please write to us at [protected]@oneassist.in or call[protected] or[protected]
Warm Regards,
Team OneAssist
Please find all the necessary details for this case:
Company name: OneAssist Consumer Solutions Private Limited
Corporate Office:
OneAssist Consumer Solutions Private Limited
[protected], Acme Plaza,
Andheri – Kurla Road, Andheri (E),
Mumbai – 400 059
Telephone: +[protected]
Corporate Identity Number: U93090MH2011PTC218163
P. O. Box Address:
OneAssist Consumer Solutions Private Limited
P O Box No 7417, J.B Nagar Post Office,
Mumbai - 400 059
Registered Office:
OneAssist Consumer Solutions Private Limited
B-24, Manubharati, Azad Lane,
Off S V Road, Andheri (W),
Mumbai – 400 058
Corporate Identity Number: U93090MH2011PTC218163
Website: https://oneassist.in/
Invoice: attached with the email
Membership Id: [protected]
Purchase date: 02-Feb-2017 and valid upto 01-Feb-2018
Claim id: 1803717
Registered email id: [protected]@yahoo.co.in
Mobile number: [protected]
Handset which was secured: Xiaomi, Redmi Note 3 32GB Gold
Invoice number:
KA-BLR[protected]

IMEI:
[protected]

Invoice of the phone: attached with the email

Hope for a favorable repsonse

Sonal Sinha
Address: House no-230, 2nd Flr (Left), Ashoka Main, near ssm school Sec-35 Faridabad
email id: [protected]@yahoo.co.in
M: [protected]/[protected]

I would like to narrate the incident as follows:
1) On 26th January 2017 at 6.30 PM, the phone got damaged at my home.
2) On 27th January 2017, I had intimated to One Assist customer support team and based on their confirmation, my phone was handed over to icare service center at Alwarpet to ascertain the damage. I was informed by the icare service personnel, this problem would be covered under the warranty. As a result of this, I defer informing this to One Assist team as I will not be lodging any claim with them and my intention is not to seek claim from One Assist but to get the phone repaired.
3) However, it took a few days to diagnose the damage due to the reasons that to disabling of “find my iphone” for my device and I got the diagnosis report on 6th Feb ’17 which was supposed to be received on 3rd Feb ‘17.
4) The Icare team informed that the damage was “liquid damage” and hence will not come under warranty and can be claimed through insurance, if any.
5) Immediately on the next day i.e., 7th Feb ’17, I lodged a claim with One Assist and as guided by them, I uploaded the required documents/phots/details on 8th Feb ’17.
6) Upon receipt of these details, One Assists team has replied that I ought to have informed them immediately or within seven days, if the damage was happened outstation. While I don’t understand giving time whether the damage happened locally or outstation, since the lodging of claim is made through toll-free number.
7) Subsequently the claim was rejected citing reason as belated intimation.

My name is Rajarajan.R I am HDFC Bank Credit Card Holder. My Card No.5304 . My number is not registered for this Your One Assist plan. I don't want this Plan. But one assist has activated and charged me Rs1299 from my account without my consent. I want you to cancel my subscription and refund my money as soon as possible. How can you charge me without my permission? Please deactivate and return my Rs 1299.
Already I informed your customer care through telephone but still no response so Deactivate this plan

Please take necessary action refund the same as early as possible.

Thanks and Regards,
Rajarajan.R

I have given my mobile on feb-28th to get it repaired. And i have sent 3 e-mails from the registered email asking the update.

But customer care people are telling that i have not sent any email and also they don't know how much time it will take to get the response from insurance people.

What the hell is going on. Are they people playing with hard earned money and time and emotions. I am getting lot of frustration with one assist and it has been 23 days and i was not having mobile. I called almost more than 5 time and this time the call went on more than 1 hour.

I have already lost the faith in one assist. I will not recommend to even any one if it continues.

Please think from customer point of view and request to give prompt response. Please don't play with emotions.

I hope i get a proper response as soon as possible.

Hi all,

I have purchased the one assist plan (1799 rupees) for my mobile (Htc one x9) which costs around 24000 rupees/-
My mobile display got damaged. So i have raised a claim with one assist with claim id: sr#1743429. One assist submitted the mobile to htc service center and they sent back the mobile to me. But the display which is replaced is not working. Same conveyed to one assist and one assist customer care people are not responding properly. Simply they are saying as "concerned team will get beck to you in 48 hours" but from last 2 weeks, i did not get any call from one assist.

Regards,
Sriram kantipudi,
[protected].

Hi team,

I'm using hdfc credit card. Without any intimation you have deducted the amount of 1299 from my credit card

As last year also i requested you to cancel but you have said that the plan will be cancelled in one year but now it was again repeated and saying the same repeative words that it will cancel next year..

I urge one assist to cancel this plan and refund me rs 1299 to my credit card as early as possible. My account no : xxxxxxxxxx6583.

Regrads
Sathya

Biggest Fraud company "One Assist". Beware!

Please do not use One Assist as this is a biggest fraud company and they would surly do fraud as they did with me.

At the time of selling they told u that you are protected with all damaged protection and it include all damaged condition. Also they would provide a courtesy handset. Please do not come in this fraud commitment as this is fake. Neither they would provide any courtesy handset nor they would provide any accidental damaged guaranty.

I purchased the handset with the claim id: 1803717 but they reject the claim by saying that the it is the matter of incorrect storage and negligence but not accident.

I put the phone in my office locker and at the time of opening its fell down which completely shows as an accident. But this fraud company rejected it as invalid.

I would also like to mention that at the time of purchasing it was not mentioned that the claim may reject due to these scenario. Wasted my money over it.

GUYS, please don't come in fraud of this company. Please do not buy any insurance claim because they would not assist when you need the most.

rest is upon you.

Thanks

To
The one assist

I am Saroja Kumar Pradhan. I don't know one assist. Not inform me deduction my credit cards amount 1299/-, no communication. I tried call[protected] but not responding this number. Please help me and refund my amount.
Their fore I request refund my money. I will be greatfully you.

With regards
Saroja Kumar Pradhan
[protected]

I am a Axis Bank debit card holder, The bank has auto debited Rs.1799 from my credit card number ending with XXXXXXXX7821 with out my authorization on date 20/03/17 and I dont want this membership so cancel the membership and refund the same;

Relation ship number for one assit is 1836644

I urge OneAssist to cancel this preposterous membership at once and debit the amount back into my debit card at the earliest as this was done WITHOUT MY AUTHORIZATION OR CONSENT! If not, I'd be forced to take up the issue to the CONSUMER COURT as this is clearly...

Hi,

I'm Using HDFC Credit card. Without any intimation you have deducted the amount of 1799 from my credit card

As last year also i requested you to cancel but you have said that the plan will be cancelled in one year but now it was again repeated and saying that auto renewed without my approval or even not intimated .

Kindly cancel this plan and request you to refund the amount of Rs:1799 .This is unacceptable that you have been repeating the same.

Deducted date : 8th March 2017
Relationship No : 805321
Name : Gayathri T

My cell phone was handed over to one assist agent on 7th december '2016 . Later your One assist executive called and informed, that I will be receiving our phone before 10th of January, 2017. Bu, t phone was not received .Later again when I called, I have been told that it will be delivered by 2 nd week of Feb . But still was not delivered by that date.Again when I called on 13th march, I have been given a Complaint/Docket no.1834563 promising that it will be resolved with in 48 hrs.but till date it is not been resolved When called today again, i was told some other furure date for resolution my issue . I just to want to ask you, Is this the way you deal with customers which is much contrary to what you say in advertisements.Sorry to say this, Being your customer, I am feeling ashamed to call you again and again and being told unsolved reasons so many times giving different dates . Hence, I request you to look into this immediately and settle the issue with in a week, so as to not to force us to pursue the case with the Consumer Forum.

Regards,
K.Udaya bhaskar,
Reg mobile no.[protected]

Brought new RED Mi note 4 and activated MI Protect for that. After one week my phone glass was broken and submitted for claim request on one assist.

These people started process on FEB 26th and told me 25 days it will take. Now it is 21st MAR still saying it takes another 10 days.

This worst kind of service i ever seen. They took my phone and not knowing what is happening to that.

Don't ever buy one assist PLAN for your MI phones instead better buy some other insurence.

Relationship No. : 1707219
Plan : MI Protect Protection Plan[protected]
Valid up to : 09/02/2018
Mobile No. : [protected]

Still no response from one assist on this. Please tell me where is the mobile so that i take it from there ...

You people are responding here not responding to your mails on "[protected]@oneassist.in"

You IDIOTS what are you thinking. I don't want your repair.. please return my phone safely ... i can't wait any longer after many stories from internet on fraud by oneassist.

I brought the phone 13k and now they are saying it is not possible to give it back.. totally it is very stupid kind of **** service.

Had given a 2 months old piece for claiming the insurance..
N it gets rejected..
Reason being negligence of the customer itseems..
Do you guys consider customers fools who wont handle their 2 months old phone?
While taking the policy a lot of promises are been given by the company, and moreover when you try to contact the company you have to wait hours together to speak to the executive!
No reason to the emails r given!

I am a HDFC credit card holder, The bank has auto debited Rs.1299 from my credit card number ending with XXXXXXXX6306 with out my authorization on date 10/03/17 and I dont want this membership so cancel the membership and refund the same;

Relation ship number for one assit is 1807659

I urge OneAssist to cancel this preposterous membership at once and debit the amount back into my credit card at the earliest as this was done WITHOUT MY AUTHORIZATION OR CONSENT! If not, I'd be forced to take up the issue to the consumer court as this is clearly...

Hello there

I received sms from hdfc bank that rs-1299/- deducted from my credit card to one assist plan. Without my permission.. I also got a mail from one assist team. I dont even know the company and this kind o[censored]nsolicited charging of my credit card and use of my card by the company is really a criminal act and the co.

Please deactivate and refund my money asap
Date of incident : 1 march 2017
Kotak credit card no.5459 64xx xxxx 4107
Oneassist relationship number : 1771012