I placed a claim request for my Redmi Note 3 phone on 16th November.

Device Claim – Service Request # 1653821
Phone is not charging and now become DEAD. Dead phones are now not covered as part of Insurance!! On 3rd Dec, I received an email the insurance company has denied the claim.

The insurance company is constrained to deny the liability basis the following reason:

THE SUBJECT CLAIM IS NOT ADMISSIBLE UNDER EXCLUSION 18 Mechanical or Electrical Breakdown or electronic derangement or malfunction unless caused by an external accidental means or liquid damage.

Its been 15+ days and NO update/mail, I have tried calling customer care several times and got same reply “your case has been escalated and wait for 48 working hours”. I don’t know when these 48 hours would end. On 6th Dec I again got a new service request (1687030) for escalation so that mobile phone is with me in 7-10 working days.

When I tried asking me to connect to someone Senior, the call is kept on hold for 20+ minutes and I had to drop the call. Each time I had to spend 30 Minutes and losing hopes of getting phone back.

One Assist is holding my mobile (personal property) without giving any updates or reason which is criminal breach of trust as defined under Indian penal code.

I am loosing trust and now planning to tell most of the people in my company, friends and whatsapp group to distrust this company and not to buy mobile insurance any more or take at their own risk like me.

Regards,
Sudhir