OneAssist Consumer Solutions — Fraud in claim amount and the entire process

Gaurav Maheswari

from Bengaluru, Karnataka

Address:	560017
Website:	Oneassist.in

Dear Sir,
I am Gaurav Maheswari, who had purchased the mobile insurance on 4th March 2016,
My OneAssist Membership Number - 946070,
Claim Number - 1788025,
SR Number - 1807311.

I have filed a claim on 16th Feb 2017, and uploaded the documents and photos and the handset was picked up on 21 Feb 2017.
The estimate i received was for the amount 30690/- Rs.
I have sent multiple emails asking for the estimate copy since only the display was broken and as per my enquiry in the service centre on 28 Feb 2017, the cost of the display for s7 Edge Onyx Black was not more than 17000/- Rs so i was curious as to why is the repair estimate so high since the phone was in working condition despite the broken display ( pictures attached during claim where you can see device is switched on and is in working manner despite the cracked screen ) so there is no problem with the motherboard of the device, and all other functions were working fine before handing over the device to One Assist.

I have received an email as response but the attachment was missing from the response, despite sending in multiple replies i have received a couple response but all of the response mentions that the estimate copy has been attached where as there is no attachment in the email.

It looks like a clear case of the one assist giving a higher estimate for the repair which wasnt required, and when asked for the estimate copy, i am receiving 3 emails which says the estimate has been attached but there is no attachment.
When sending further emails i have received no response from your end, furthermore i have called your helpline multiple times and the representatives always tell me that one of their associate will get back to me in 48 hours but i never hear back from them.

I just wanted to put across all of these issues and let you know what is happening in the company OneAssist and how the customers are being treated. This is one of my last option trying to contact OneAssist in solving my problem in an amicable manner.

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OneAssist Consumer Solutions customer support has been notified about the posted complaint.

Mar 15, 2017

Updated by Gaurav Maheswari The customer care team has still not bothered to check on the claim, My continous calls and email to them with this message, " Could you please check on the revised estimate and the claim status, as it has been one week since your team has received the revised estimate copy and have not sent me a copy despite asking for the same, and also it has been more than 12 working days since the claim had been sent for approval but i have not received any notification on the claim status from your end. Everytime i call the customer care they tell me that as per policy the claim approval takes 7-10 working days and not despite 12 working days being over, they dont have any update on the claim. "

I feel the entire company is not pro customer and they don't bother sending updates despite their required time frame for getting approval passes. Earlier the customer care executive told me i will have to wait the required timeframe, and now since it has been 2 days more since the time frame as per the policy, they still dont have any updates on the same and i am just being told to wait another 3 working days.
I have the entire call log with time on an excel file, along with all the service request number which i can provide if required.

Mar 16, 2017

Updated by Gaurav Maheswari I tried calling them today on 16 march 2017, they kept telling me as per policy it will take 10 days, etc. so asking them what happened to your policy now, since it has been 13 working days and i havent received any response from you, i was told please wait for 3 working days for us to get the details.

It feels like they are just delaying,
Not following their own policy timelines.
Not providing the revised estimate despite sending multiple emails.
Not providing claim approval details despite exceeding their provided timeline.
Overcharging for the repair, changing unnecessary parts which were not broken/damaged.
Escalation managers not replying to emails or calling back.
Not replying to any of my emails.

Think twice before taking any service from ONEASSIST. I am thinking of going ahead and consulting with my lawyer and placing a consumer complaint along with a harassment case.

OneAssist Consumer Solutions — Fraud in claim amount and the entire process

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