Airtel — airtel secure | claim not being processed | please solve

Website:

www.airtel.in/airtel-secure

Hi,

I am writing this mail after a long series of calls and emails with the airtel team which proved futile.

Unfortunately, my handset got damaged while i was on my way to home on oct 13th. I was in a shuttle using my phone, when suddenly a water bottle fell on my arm from the storage situated above the seat. The impact was so forceful that the handset fell from my hand on the floor of the shuttle and got damaged.

Hence, i called the airtel on 121 the very next day and informed them of the mishap. The handset claim was registered the same day (Sr no.3635939) by the team and i received a message regarding the same. They had asked me to upload a few pictures on the mentioned link which i did upload the same day.

The next day, oct 14, i again received a message informing me that the documents were found incomplete. So, i uploaded the documents again, but was't able to upload and en error message was displayed every time i tried uploading them. Consequently, i called the 121 team again and informed them of the issue. They told me that the documents have been received and are in verification process.

However, on 15th october, i received a call from airtel team that there is some document mismatch (Uploaded government id name didn't match with the name on the purchase invoice) and hence there is an issue processing the claim further. I told them the reason for the same. Reason - my brother had ordered the phone and hence the name on the purchase invoice.

I asked them what needs to be done to solve this. The airtel team informed that i need to send an email to arshiya. [protected]@oneassist.in attaching the government proof of my brother and mentioning the make and model of the phone imei number and the reason for the mismatch. The very same day, oct 15, the mail was sent to the above mentioned email id. But, i again received a message on 16th october stating that the documents were incomplete.

I called them and they told me that verification will take a couple of days and i will be informed. Then, on 20th i received a message saying that airtel secure couldn't be processed due to insured name mismatch. I was completely taken aback as i did everything that was told to me on time. As a result, i called 121 and spoke with the floor supervisor. He told me that my claim was rejected because they can only provide the claim if the purchase invoice proved the blood relation. I told them i had already uploaded the government id proof asked by them. Wasn't it enough to prove blood relation?

They apologized and told me to send the mail one more time on the email id arshiya. [protected]@oneassist.in and assured me that my claim would be processed once the blood relation is proved. Hence, i sent the mail with all the details yet again.

And, to my surprise, i received a call from airtel secure a day or two later and they informed me that they are sorry but they cannot process my claim and it is closed. The reason/justification being - we could have only provided the claim if the purchase invoice was in your name/ your parent's/ spouse/ child. Because of the name mismatch, they cannot process the claim

Now, i have a couple of queries and it would really help if your team can address them:
Why were the documents verified in the initial phase (Subscription) when i had subscribed for the airtel secure plan? I had uploaded 5 document that time, they being the front of the phone, back of the phone, photo of handset with the imei number, my government id proof & the purchase invoice number (Same as the one i did to claim the airtel secure plan). I had received a mail from airtel comprising the certificate and welcoming me to the airtel secure plan.

Is brother not a blood relation? My father's son is logically as well as on paper will be my brother. Always. And i had shared all the relevant government id proof to verify that.

Every customer care representative i spoke to told me something new every time i called them, which was confusing and at the same ended up wasting a plenty of my time. Why was their so much of information chaos?

Shouldn't the airtel team have rejected the subscription in the first place if their policies are such?

On what grounds is my claim rejected?

Since airtel team did the mistake of processing the documents and gave me false assurance for my phone protection under airtel secure. Does it not put the onus on airtel to now process the claim now as it was miss from your end?

I did not opt for any other insurance as i had active airtel secure subscription and i am paying for it every month till date.

I am tired of following up with your team for such a petty issue since more than a month and would really want the airtel secure team to look into this at priority and close at the earliest without any more delays. I have been a loyal customer to airtel for more than 2 years now and this kind of grievance/ issue addressing is highly disappointing/unacceptable from a brand like airtel.

I have attached all the applicable photos.

Look forward to resolution of this issue and getting my handset repaired at the earliest.

Seriously disappointed,