May 11, 2017
Updated by Pavanabheemaiah On 19th April 2016my phone display accidentally cracked and as i had the insurance done for the same i got in touch with one assist and immediately raised the request as per the policy and have done all the formalities o[censored]ploading documents and pictures, now my concern are :
1. I never got a courtesy handset till date, i was called a week back n said they will send a 4s phone( i was using a 6s) but i was told i was told i will be getting something equivalent and hence the process was delayed.
2. i spoke to the relationship manager Dinesh dutt +[protected] and he said he wll arrange for a 5 or 5s and the same was supposed to sent to me by 9th or 10th may but no ones turned up till now
3. on 9th i received a call stating the claim is rejected by the insurance company EXCLUSION 1 - loss or damage to the Gadget due to mysterious circumstances or unexplained reasons.
• am not sure as to how they arrive at this decision, is there any particular reason that i need to state when i raise the claim request on its just that they take their own liberty to reject the same
• I spoke to my relationship manger Dinesh dutt on 9th may and he said that’s the decision taken by the insurance company and he cant to anything about it, after certain arguments he said he will come back to me in a days time after consulting his senior and its been close to 2 days he has not called me back nor picking up my calls nor replying to my emails
• we don’t even know who this insurance company is?
• when we get the insurance done from one assist they said they will be responsible for complete process till the handset is repaired and now no one is ready to take the responsibility
• i spoke to CC exe Reena and a so called Escalation Manager Mazz who was just not helpful and he was just giving me a robotic answer and was not ready to take any ownership of customer and he said he can’t do anything
• Now the call center is not helping me, the relationship manager is not helping me, I even tried calling the corporate office number and no one picks the call
3. am not sure as to how they arrive at this decision as we as a customer would tell the genuine incident which happened and if there is a way they can come down n physically very the situation we are happy to do so, please verify this link on there website which states the guide to claim a insurance https://www.oneassist.in/Mobile-Insurance-claim-process/ here no where it says the insurance company will take the final decision nor I was told about this when I raised the claim
4 when we buy this insurance its told that it covers any kind of physical accidental n liquid damage and the accident may happen in any way that's why it’s called a accident, so going by that at any given scenario they should be able to provide me this insurance coverage to my phone
Please help me to get justice in getting my phone repaired from one assist .
They are really keeping people in dark, making all fancy promises and not being customer oriented
looking forward for a positive resolution
Verified Support
May 12, 2017
OneAssist Consumer Solutions Customer Care's response Dear Pavana,
Greetings from OneAssist..!
We deeply regret for the inconvenience caused to you. Our team has already informed you the claim rejection reason by calling you.
The decision is taken by the Insurance company basis on the accidental damage description given by the customer. We are just a mediator between you and Insurance company.
Should you require any further assistance, please reach us at [protected]@oneassist.in or[protected].
Regards
Deepali
Team OneAssist
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