OneAssist Consumer Solutions Complaints & Reviews

I placed a claim request for my Redmi Note 3 phone on 16th November.

Device Claim – Service Request # 1653821

Phone is not charging and now become DEAD. Dead phones are now not covered as part of Insurance!!

On 3rd Dec, I received an email the insurance company has denied the claim.

The insurance company is constrained to deny the liability basis the following reason:
THE SUBJECT CLAIM IS NOT ADMISSIBLE UNDER EXCLUSION 18 Mechanical or Electrical Breakdown or electronic derangement or malfunction unless caused by an external accidental means or liquid damage.

Its been 15+ days and NO update/mail, I have tried calling customer care several times and got same reply "your case has been escalated and wait for 48 working hours". I don't know when these 48 hours would end. On 6th Dec I again got a new service request[protected] for escalation so that mobile phone is with me in 7-10 working days.

When I tried asking me to connect to someone Senior, the call is kept on hold for 20+ minutes and I had to drop the call. Each time I had to spend 30 Minutes and losing hopes of getting phone back.

One Assist is holding my mobile (personal property) without giving any updates or reason which is criminal breach of trust as defined under Indian penal code.

I am loosing trust and now planning to tell most of the people in my company, friends and whatsapp group to distrust this company and not to buy mobile insurance any more or take at their own risk like me.

Regards,
Sudhir

I gave my mobile for repairing to your company for which I received a mail regarding the claim amount for the repairs.
The amount is Rs.22075/-.My question is how can the repair cost exceed the market value of the same mobile?
While buying the mobile insurance, nothing was mentioned about BER or terms and conditions related to it.
Today the insurance company is deducting 30% depreciation which is very much unfair.
I wanted the company to repair the screen of the mobile whose market value is Rs. 8000/- (at Apple official store), but how can the insurance company raise a claim of Rs. 22075/-?

While buying a mobile, I was given assurance by Oneassist that in any case, my mobile will be get repaired, but what about the term BER.
What is mentioned about it?
This means that One assist is also as fraud as other companies.
Sorry to say this but I am very much upset with the decisions taken by them.

Respected Sir,
I have already called to discontinue my plan before one month, but my plan was not discontinued and fee is debited from my card. When I am not interested in this plan and already told regarding this, then why my card is debited ? So please refund my fee and discontinue my plan urgently.My no is [protected] and I am using HDFC credit card.

I claimed the warranty of my phone 6, October, 2016. Screen of redmi note 3 was damaged its been 2 months now and still the due date is getting delayed. they are blaming the mi company for it as they are not having spare part. i want to know as i have paid the money of insurance to one assist and not mi so it should be duty of the one assist to make sure that spare parts are available. if they are not sure of the specific company why are they insuring the phone of that company.

i am asking for a final due date which will not be delayed. either until that due date give my phone back or according to policy of one assist deduct 20% and give the rest of money back!

when i demanded a written conformation saying that spare part that i require is not available with MI service center since 2 months the service person whom i spoke to said that you have given us the insurance money and not mi so don't expect to get a written conformation from MI.
But when i ask why my phone is not being delivered the answer is MI is not having a spare part.

I am facing a serious blame game from one assist and not getting any concrete answer.

My questions are simple
is one assist not having any policy for a maximum times due date can be changed?
if my warranty expires and then i get the phone what is the point of it?
my phones life might be 1 to 1.5 year and in that if the phone is with one assist for 3 months or 4 months or more what is the point of even insuring the phone!?

My service request number is 1612130. I purchased my phone from mi.com from[protected] and i replaced that phone from mi because of manufacture fault with in a week after purchasing. My replaced phone came to me[protected]. I insured my phone from one assist at the time of purchasing. After 15 dayes my phone got accidental damage. I called to one assist and gave the detail. They told me that you did not update the phone imei number from our side. So we did not gave any claim to you. They told me firstly you repair the phone and after that we update your imei number. I feel like some one is cheated me. I compromised with that situation. After one month i repaired my phone. After repairing i called to one assist and says that now please update my imei number. They want some detail to me like bill copy, picture of phone, replaced latter. I gave all the detail and they update my imei number in[protected]. I feel awesome and luckily my phone is now insured. After that again my phone got accidental damage.
All the parts of phone was damaged. I inform to one assist copmpany. They wrote my request and give me the requset number. They told me we check all the detail after that we claim your phone. I gave all the docoment. And subbmited my phone. They gave the phone to service center an make estimate of 10245 inr. After two month they mail me (With reference to your service request number 1612130, 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:
As per policy terms attached for your reference, change in imei needs to be intimated to the insurance company within 30 days of the change in imei.in subject case the unit has been changed on 24/06/2016 and intimation of change in imei has been done on 08/09/2016 through mail. This case cannot be considered). I ask one question if why are update my imei number after 3 month. I ask to company please send me the policy detail but they did not gave any reply. Please do something any thing is possible. I feel like cheated.in the center modi ji's government. They always told that his govt. With commen man. I also sent one letter to mr. Modi ji. Please resolve my case.

On dated[protected] my phone damage in an accident. I have call in oneassist customer care for mobile damage claim on the date[protected]. I have atteched my document in claim id no. 1631785 on[protected] & receive the confirmation sms. But oneassist agent come on[protected] for pick up the phone. I have alredy pay file charge. Also i have received confirmation sms form the mi authorized service center that your xiomi divice so no. Wxin[protected] is ready for delivery. So i ask to oneassist customer care about phone but he tel me your device not repaired plz wait till 5-january-2017.

Hi,

Service request : 1606417
With reference to the above service request, my claim was accepted on 17th october 2016, and i was told that my phone would be returned in 15-20 days, and its been over 2 months that i sent my phone for repair.
I have called up your customer care for over 30-40 times and all they say is that “ your phone is due on 1st december “ and this seemed to continue even after 1 st december, i asked them to check where my phone was and provide me with a tracking number and they didn’t have any idea about that and told that its in the delivery stage and also sent me a mail regarding the same, however when i called the customer care today they informed that the phone hasn’t been repaired yet and they don’t have any information whatsoever.
Its been over 2 months since i sent the phone for repair and i can’t wait any longer, you guys are just harassing the customers.
I have gone through multiple reviews online and none of your customers seemed to have receive the phone.
I am also writing this to the consumer court so that necessary action is taken against you.

Regards,
Rahul baid

Dear gagan maini ji,

Regarding to sr#1540269

I am appalled at the unresponsiveness since four months even after calling multiple time to call center with a genuine and customer impacting issue. Nothing has been done so far. They assured a call back many times which didn't happen in spite of my reminder simple extending the committed date of my handset delivery. Writing this to you to grab your attention to the unsettled issue of my insurance claim. I have done insurance of my mobile (Membership id [protected]). The insurance enables me to ask for a claim. Your customer service center has promised me to reply but they have failed to do so.

I request you to see what the matter is and reply at the earliest. Looking forward for your kind co-operation.

Thanks,
Srinvas gadraj
[protected]

They collected my phone two months back. I expected my phone to be repaired and safely returned to me. But they told that my phone cannot be repaired though it was insured. They said the justification provided by me was inadequate. And hence the rejected my claim. That was disappointing but i accepted it. I expected my phone within seven working days. But it has been like two months now and i'm still waiting for my phone. This is awful. It's a very cheap service that they are providing. I spoke to customer care for like twenty times now. But that doesn't work for me. I don't really know how to get my unrepaired handset back. Help

I had submitted my laptop for repairing purpose to Oneassist more than a month ago. Since last 14 days the company haven't responded to my issue and is just giving future dates for the process. I have called atleast 15 times in these 5 days n they are just giving me extra days for the process. They had mentioned to process it in 5-7 working days but its been 14 days they haven't done a single thing.

I not at all registered any wallet items for coverage still one assist team deducting the amount. Request to cancel one assist and refund the amount. Same deducted without any intimations
Pls cancel one assist and refund the amount. Already paid amount for 1 year without any product coverage. One assist not useful for me.

Relationship no 653870

Regards
Gopi K
Mob [protected]

I gave my phone for screen damage repair. They calls me that your phone is replaced by the company i asked about the model that escalation department guy tells me that they replaced it with the same model which you send for repair (Yu yureka plus). They dispatch my mobile after around three months and when i checked model is not correct they send me yu yureka in place of yureka plus. And now its more than 2 months they are telling me that they replace it with correct model but still no one look into that.

Its a worst company please don't take any mobile policy from one assist. Its a big fault.
Please help me to get my correct mobile model back.

I bought Xiomi Redmi Note 3 which was covered under MI Protect powered by One Assist. I had Liquid damage too covered under that part.

My Mobile was liquid damaged in September. So I went ahead and filed a claim. They took one month to pick up my phone.

Then after 2 to 3 weeks I was informed that my claim was rejected by their Insurance Provider.

Now,
1. I bought insurance from One Assist and I don't care what it does internally to mitigate the claims.
2. I bought Liquid Damage cover from One Assist and they rejected that very clain.
3. They took an awfully long amount of time to notify me that the phone claim was rejected.
4. The claim reject seems bogus for it is very much against what they sell.

My claim id is 1640267. This claim was raised on 9th Nov and on 15th they collected my phone. As per process they should accept or reject claim in a week but after repeated follow up with call center around 28th of Nov they told your claim is under process. I got a call from service centre, saying my phone is still under process. This thing i am listening from last 1 month.
No problem, they peoples are taking me very lightly. But need to inform you that I can spend 1 lakh rupees for getting my right way. This is the best way to cheat people and making frustrate without any reason.
So, I am just putting an case in HONOURABLE DELHI HIGH COURT regarding this cheat and fraud.
I have good proof for all this.
Thanks
Krishan
+91 [protected]

Dear Sir,

I have taken unfortunately MI Protect insurance from Oneassist while I am purchasing online MI phone from MI site.
I have a logged complaint and handover my mobile on September month end there is no valid response till date except we are processing ASAP.

Even there is no escalation process as well and we have to listen them and wait until they give us mobile.
Even I have requested return my handset for that also they are saying same reason we will process ASAP nothing more than that.

Through this complaint I would like to request is either give correct delivery date or return my mobile ASAP dont timepass with customer mobile like this and torture in the name of claim process for 2+ months.

My Claim ID: 1582324

Thanks,
Anjan

Hello OneAssist,

OneAssist delivery person has come today (6th Dec'2016) around 3.30PM to deliver my personal handset. But handset was not in proper condition with rear camera. Glass on Camera was not available. This is 2nd time you people tried to deliver the handset in broken condition. And you people have taken more than 2months for this.

I have some questions for you. If sim card slot was not working properly, what happened to backside panel of Handset and Rear camera glass. Are you people changing/encouraging to change the parts of the personal Handset? why you people are not cross checking the handset before delivery?

I have requested you people to check the handset clearly before sending for delivery but you people said Yes, but you have repeated the same as before giving broken handset. You have claimed an insurance amount of aroun Rs. 10, 500 /- for changing some inside parts. But what happened to you people allowing to change external parts also. As you said, if you have done really the Quality check before delivery, then why and how come you have sent the damaged Handset again for delivery. I have not collected the Handset, please recheck and and send the handset.

I feel disgusting to have tied up with your insurance.

Thanks,
Poorna

My claim id is 1606124. This claim was raised on 17th Oct and on 19th they collected my phone. As per process they should accept or reject claim in a week but after repeated follow up with call center around 12th of Nov they told your claim got rejected and said you will get your handset in 7 days, but still they haven't given it. I got a call from service center, saying my phone is ready to pickup when I reached service center they verified and said they have the phone but need a email from oneassist I had a repeated call center communication and also mail communication but they are just apologizing and saying they will look into it but no reply.

I lodge a complaint and my Service Request number is 1618018 . First of all they took forever to repair my phone. I received a call from service center that my mobile has been repaired so i called the Oneassist and they said people are getting fake call about there handset being repaired.

They directly were blaming the company which is Xiaomi to make fake calls.

I received my mobile after all and what i found was my Sim Tray was missing from the phone. I mean what kind of service is this ?. What can a person do with his phone with Sim Tray missing ?.

I again lodge the complaint but again only fake promises nothing else.

Dear Concern,

I bought a Phone(MI 5) online from Mi website on 18th may 2016 at that time only I have opted for an insurance (Mi Protect) from One Assist.

After some time I am unable to switch on the phone so I visited MI store they said it is due to water logging but don't worry you have opted for insurance Pl take to one assist they will resolve it free of cost.

So I had a word with them they said we need to submit our phone for some time and after almost more than a month they denied that they won't be able to serve us as have taken proper precautions and other useless statements from there side.

Finally, they sent us opened phone back without screws and Rejection Remark: Loss Or Damage To The Gadget Due To Mysterious Circumstances Or Unexplained Reasons.

I am continuously following up with both of them and they are denying to repair my phone and it's been almost 6 months.

Request you to please take some corrective steps and help me getting my phone repaired

Unfortunately my mobile phone got damaged. I thought, insurance company (One Assist) can help me in getting my device repaired as I have paid for that to One Assist. After the pick up (25th Sep, 2016) and receiving some excess amount (very nominal), they provided me the due date as 27th Nov, 2016. Till now (5th Dec, 2016) I haven't received my mobile. Contacted their escalations manager on 2nd Dec, 2016, and assured me that at any cost they will deliver my mobile on 5th Dec, 2016. When I contacted them today, on top of failed to deliver the mobile they are asking some more time to update me on this, but not to inform the delivery date on this. From 27th Nov, 2016, whenever I reachedout the customer care, every time it got escalated (I think not to provide any update and deliver), even still today they are saying its been updated and waiting for concern department's reply. The mobile got repaired and to be delivered is the same city but still they are taking months and years to deliver.
Given them time to deliver my phone till Wednesday eod. Waiting to see happens...