Complaint regarding service from One Assist mobile insurance

Please be informed that I have purchased insurance policy with oneassist on 15-Jan-2016. On 23-Apr-2016, due to an accident, my mobile got physically damage. I raised the request on 24-Apr-2016 and attached the required document on same date. However, the company has picked the document on 27-Apr-2016 to check whether the documents are valid. Until then the documents are not picked and kept unattended. When I contacted customer care service, its mentioned that team take 4-5 working days to take document from queue. few issues was raised and all were cleared on 03-May-2016. Meanwhile I sent multiple emails to various teams. However I have not received even single response. Also whenever I contact customer care, its informed that case will be escalated, supervisor or manager will callback to sort out issue. As usual I didn’t get any calls, emails nor escalation is not effective. On 3rd as usual process of meeting all documents, its informed that my device will be picked for repair. On 6th, its informed that estimation cost sheet is received from service center and same will be forwarded to insurance partner for approval. However I have not received any update till date. I contacted team for update on 16th, 17th and 18th, which is more than 7 working days. Whenever I contact customer care executive, its informed that it will take 7-10 working days. I really fed-up and frustrated with the service. I feel very bad and feel like my brains nerves burst. Physically and mentally I am suffering a lot due to this issue. I am not able to concentrate in official and personal life. I get ot of false promise and don’t see any proper procedure or document. The document informs that maximum time taken to complete claim is 30 days. But nowhere mentioned on minimum days and days taken for each process.

Suresh Velumani
Velachery, Chennai 600042, Tamil Nadu
Email: / 18/05/2016 / 2:29 pm

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