I bought Redmi Note Pro 4GB RAM 64 GB ROM with MI protection plan supported by Oneassist on 3rd June and gifted it to my friend. It was a liquid damage protection plan worth Rs. 799. On 22nd June due to heavy rain, the phone got wet in her pocket. She switched off the phone on the way to home. Immediately after reaching home she tried to dry it by putting it inside rice jar. And lately, she switched on the phone and observers the display and the touch screen was not working properly.
She was on a trip to Sapna Ranch, a remote village in Maharashtra where no network coverage was available. Next day she came to Pune and called me to communicate with Oneassist. Immediately I tried to connect them. After a few tries, I connect with Oneassist over the phone and inform the entire case.
They asked me to upload all the images of the damaged phone with bills and ID proof in their app. I lodge a claim file on 24th June.
After that, I received a couple of calls from them asking what exactly happened. I have explained every detail that they wanted to know. And finally, they said that, once the documents are verified, within next 48hrs they will pick up my phone from the mentioned address but I have to bear 10% of the repairing cost. I was ok until this point.
On the 28th evening, I got a call from Oneassist claim-rejection department that my claim is rejected due to the negligence of handling the phone. The phone was only 20 days old and they found its negligence. Seriously?
I called back to Oneassist care and had spoken with a floor manager asking the reason and what kind of negligence they were talking about? Unfortunately, He said, it was decided by the insurance company and they are the middle party. So they don’t know why and they can not do anything about it.
I desperately wanted to know what are the scenarios which they considered as a case of negligence. That guy didn’t have an answer. Finally, he said, someone from the insurance company will call me and explain the reason.
Till date(21 July’19) I have not received any calls or email from anyone. Its a well-planned trap for customers. When you buy a mobile worth 12k, whats a big deal to spend another Rs. 799 for a one-year liquid damage protection plan. Sound WoW! But please multiply 799 x 5, 53, 603(as per Flipkart review customer) equals Rs. 442, 328, 797.00, this much money they are earning so easily just playing with words and making you fool in a tricky way. Incredible! I am going to file a complaint to consumer court. Any pieces of advice are appreciated. Thanks.