[Resolved]  OneAssist Consumer Solutions — Unjustified rejection of insurance taken for iPhone 7

Address:	Mumbai Suburban, Maharashtra, 400 058
Website:	www.oneassist.in

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.