[Resolved] OneAssist Consumer Solutions — Insurance claim decision for SUMIT SINGH Cust : 1312957 _ Membership ID: [protected] _ Sr.No. : 1809375

sumitsanyal007

from Mumbai, Maharashtra

Address:	Gurgaon, Haryana, 122002
Website:	www.oneassist.in

Hi Team,

I bought an iPhone on 20-Sep[protected]/-) with an insurance plan covering accidental and water damage (MA Damage Protection Plan 15K-25K) with it from One Assist worth Rs. 1799/- (100% cashless).
I was told while buying the plan that in case of any damage I will have to inform One assist and they will take my phone and submit it to authorized service center and on the basis of estimation they will take further action like if the damage would be less than 80% then my handset will be repaired or if the damage will be more than 80%( BER/Total loss) then company would provide replacement for the same. (and no excess charges will be taken from me as it was 100% cashless service) and meanwhile they will provide me a courtesy handset.

So, after using phone for around 4 months and few more days. My phone fell on a floor in office in Feb. means accidental damage happened.
so next day I called One Assist and informed for the same.
Now as per the process they told me to submit all the required documents on the tool and told me the whole process. and they clearly said that if it would be repairable, company will repair it else they will replace it.

So I submitted my phone to one assist (delivery guy) but they did not give me any courtesy phone, for which I contacted them at customer care and they said request has been raised but till today I didn't get any courtesy handset.

Anyways. After some time I got a mail that service center has provided estimation amount as 22075/-. and now the approval is pending with insurance team.
After delaying for long, they arrive at a decision of paying me 15246/- as a settlement amount. and saying that market value is lower than invoice amount so they are giving me this amount after deducting 4750/- as depreciation and excess amount.
Also, they mentioned wrong detail in mail saying my handset purchase date is 1/09/2016 and date of damage is 27/feb/2017.

I am attaching invoice to show that date of purchase was 20 Sep 2016 not 1 Sep.
and date of damage is 27 Feb 2016.

After asking so many time with one assist, they are saying it is insurance company decision and they can not do anything.

I should have gotten a replacement. I am not satisfied with this at all.
They have started ignoring my case and telling me either take money or your damaged piece.

They are trying to save their money by giving me this amount.

Please help.

Thanks,
Sumit

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May 10, 2017

Complaint marked as Resolved

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

Verified Support

Mar 30, 2017

OneAssist Consumer Solutions Customer Care's response Dear Mr Sumit,

Greetings from OneAssist..!

We are very sorry to hear about your experience and regret the inconvenience caused to you.

We have forwarded your details to our team and they shall get in touch with you soon to address your concerns.

Regards

Deepali

Team OneAssist

Mar 30, 2017

Updated by sumitsanyal007 Hi Deepali,

I am very disappointed. And being pressurized by One assist to either take cash benefit of 15246/- or damaged piece.

And in fact under this pressure, I would say under this torture I even dropped a mail to them that I will accepting cash as I couldn't do anything.
but now I have read all the terms and conditions again and realized that I am really correct and their customer executive told to me as well that if damage would be more than 80% then you will be getting a replacement.

So now I have dropped mail them to give me my replacement not cash benefit.

I want my replacement asap.

Thanks,
Sumit

Mar 30, 2017

Updated by sumitsanyal007 Hi Deepali,

Here is the latest update.

My claim officer (Afroze) called me today and said I have only two options, either I take cash benefit or damage piece.

To which I clearly replied that I want my replacement and if these are your only two options then fine I am going to take 3rd option (which I really didn't want) consumer court. But since I have no options left because of your false promises, and one sided decision. I am going to fight for my rights.
I don't see this case going anywhere. I have even requested to connect me with insurance department but you people didn't entertain it saying it is their decision and i can not be allowed to connect with them directly.

Also, please note. while I was just typing this complaint, I just got a call from your department (Name of person who called: Shinelle) (spelling of name could be wrong) and she was asking me that if I have received my handset or not..!!! what the hell?? Did you guyz try to tell me that you have sent my handset to me with your own decision.

I will not accept the handset at any cost.

Either ask your team to take the right decision else I am not going to take this torture anymore.

This has been already delayed and I do not care if it gets more delayed because of consumer court. I will take the initiative to go there if you do not give me the replacement on time.

Regards,
Sumit

Apr 01, 2017

Updated by sumitsanyal007 Hi,

So as I can see, I am not getting any updates from anyone of your team.
You people are not replying to mails as well.

No updates till now. I feel like OneAssist has started ignoring my mails since I sent a snapshot of their own terms and conditions to my claim officer Afroze and since then she has not been able to reply over that.

Thanks,
Sumit

Verified Support

Apr 03, 2017

OneAssist Consumer Solutions Customer Care's response Dear Sumit,

Greetings from OneAssist..!

We are very sorry to hear about your experience and regret the inconvenience caused to you.

We have forwarded your details to our team and they shall update you with the current development on your case.

We appreciate your patience in the interim.

Regards

Deepali

Team OneAssist

Verified Support

Apr 03, 2017

OneAssist Consumer Solutions Customer Care's response Dear Sumit,

Greetings from OneAssist..!

Our team member Afroz had called you and explained you the reason of offering your the BER refund or the unrepaired handset but you are not convinced with the reason given. As per the estimation received from the Service center the repair cost is more than 80% of your handset value which is why we are not able to repair but instead give you the BER amount.

We request you to please accept the same as we won't be able to offer you a replacement handset.

Regards

Deepali

Team OneAssist

Apr 03, 2017

Updated by sumitsanyal007 Hi Deepali,

First of all, when I was buying the plan, the sales person clearly told me that in case of accidental damage/BER i.e when repair cost is more than 80%, insurance team provides the customer with replacement handset and excess amount around 10% is given b customer, rest company bears all the expenditure.
Also, After submitting my handset to your company, during the follow up calls, your customer care executive told me the same and in my case I do not have to pay excess amount also, as mine is 100% cash less service plan.

Second of all, The amount you are offering me is very less as compared to the sum insured. Also you are cheating on me by deducting depreciation @20% on market value, which should have charged on invoice value as per the terms and conditions.
I have communicated and showed the snippet of terms and conditions to Afroze over mails to which she has not responded till now.
Also, none of your team member is letting me connect to the insurance department as I want to know the breakup of the refund.

and I have started feeling that you people are just fooling around thinking that you'll just waste my time and I won't do anything.
I sincerely request you to take proper action on this and provide me the replacement. else I am not going to believe in your replies and anymore and will submit my complaint in court before this week ends.

Thanks,
Sumit

May 10, 2018

Updated by sumitsanyal007 Hey Team and all the users who visit this page, must read this.

This company is such careless that after requesting so many times they neither replied nor took any action on my complaint.

So I went to the consumer court on April 2017 and fought this case legally. there also they didn't show up and ultimately after giving all the proofs to judges. I won this case on 23 April 2018.
after winning the case, I did exactly what the court member told me to do..i.e. I mailed them the court order copy and they are ordered to either repair my phone to my satisfaction or will refund the money along with litigation amount, but still these people are not taking action on that mail. they just sent automated replies that they will get in touch in 48hrs but they never do. My iphone 5S is with them for more than a year now and they are just chilling. I really request other people please be careful when you buy plan from such a irresponsible company.

Anyway.. I am here pasting the images of court order and you people can see how ireseponsible this company would have been that they didn't even have a courage to come in court and now that I have won the case they are not even replying. if anybody want I can show you full email communication with this company that how easily they get away with them like nothing happened.

Thanks,
Sumit

[Resolved] OneAssist Consumer Solutions — Insurance claim decision for SUMIT SINGH Cust : 1312957 _ Membership ID: [protected] _ Sr.No. : 1809375

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