Jun 12, 2017 02:09 PM
35999 Views
OneAssist refuses to take any kind of responsibility for a rejected claim settlement which happens to be rejected after following their suggestion.
They were very enthusiastic while trying to canvas their offerings(bombarding with calls, addressing all queries and highlighting their ‘hassle free claim process’, ’12 day service guarantee’, ‘dedicated officer’ and every other apparently non existent feature), repeatedly till a payment is made. Had they shown half this enthusiasm in taking some responsibility while addressing a customer’s concerns, this would have been a completely different review. Unfortunately, that doesn’t seem to have been the case.
Most of the responses received have been in the lines of ‘we are not responsible’, ‘it was your fault’, ‘it was someone else’s decision and there is nothing we can do about it’, or something similar.
To make matters worse, all one gets from the customer service are mostly template responses!
A company displaying such an attitude towards a customer will not get too far.
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The following are the links to a PDF version of a couple of pertinent mail threads
https://drive.google.com/file/d/0Bz4FP8YT5UHid3o2NzNjekJJTDg/view?usp=sharing
https://drive.google.com/file/d/0Bz4FP8YT5UHiRC1OU0FBYTNONkE/view?usp=sharing
I am attaching screenshots and images of those as well.
Kindly have a look at the same.
I see that representatives from OneAssist are responding to posts here on MS. Let us see how they handle this one.
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Below is my last email to them:
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Hello,
Do you guys even read the contents of emails?
If in the remote case, you do read them; kindly paste the contents on my last three emails to you here on the reply. Then please mark out each query and respond to the same.
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This email was sent on the 2nd June 2017. As of this writing(12th, June), there has not been any response.
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This is one of the emails, outlining almost all of the events with further queries regarding the same:
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Hello,
This is with reference to a claim for my iPhone 6s.Claim number: 1937244
This claim had been processed and rejected. The reason quoted for the same was that the claim was not raised within the stipulated time.
I will list out the events which took place, once again.
On the 11th of April 2017, I met with a minor accident. I was riding on my motorcycle. A bicyclist swerved in and collided with the bike, causing a minor accident. During this incident, the phone took a fall as well.
The external damage to the phone seemed minimal. This may be due to the fact that I was using a proper shock resistant casing as well as a fiberglass screen protector to encase the phone.
However, I noticed that the phone was behaving erratically post the incident.
I had called OneAssist customer support immediately on the 11th April 2017 itself to report the same and to suggest a course of action.
Post this, and in accordance with the directions of the executive, I was asked to submit the phone to an Apple Authorised service provider, to be looked into. Instead of registering the claim, I was directed to reach out to the apple authorised service provider. The apple authorised service provider informed me that the damage was internal and extensive.
Again, as was discussed during my call to report the incident, I had called to inform that internal damages were extensive and that a claim would need to be raised.
The executive who attended my call had listened to, and taken a detailed note of the events. He also verified that I had indeed called in earlier to report the incident on time and about what was suggested.
Following this, the claim was raised on the 25th of April 2017.
If, as you point out now, that the claim needed to be raised within 2 days of an incident, the executive, who is technically well versed with your proceedings, needn't have and wouldn't have taken up the claim. The fact that he did, shows that it was indeed what was suggested at your end and was a validated claim.
Post this, I was required to get and furnish documents, arrange a spare device, so as to be reachable and submit additional documents which were required, all within a time frame stipulated by you. After much hassle, these were all done on time.
On the other hand, each time I did contact or submit documents, it took your people 48 hours or so to even revert. Calls to the customer care also did not help. From my end, I tried to request them to check if the submitted documents were enough or if something additional was required; so that it could all be done in one shot. But I only ended up getting generic responses that it would take your backend team, 48 hours to even take a look and let me know if it was enough.
After all these delays, the device was finally picked up by your agent. I was required to sign and submit a claim form as well as a return/release form, right at the time of pickup.
During my call to raise the claim, I was informed that the whole process would take about 10-15 days. It should be noted that even this has not happened from your end.
In between I had received a device received confirmation mail on the 5th May 2017 and a service estimate email on the 9th of May 2017.
Around a week or so after the device was received by you, I had to check on the progress, as I had not received any updates. On the 18th I received an email apologising for the delay.
On the 20th May 2017, I had received intimation that my claim had been rejected.
While on call with the executive, I was told that the reason was that the claim for an incident was filed after the permissible time. However, as pointed out earlier, OneAssist had been intimated of the incident on time.
Since the executive on call was only able to provide generic response, the call was escalated to a senior executive. Though the senior executive also said much of the same things, he mentioned that I had to respond to an official email regarding the claim being rejected, so that the issue may be revisited. I was to get this email within 48 hours of this conversation. As of this writing, I have not yet received this email.
The executives who had spoken to me and informed me of the rejection, were unable to verify the specifics of the earlier calls at the time.
Since the email hadn't been received, I used the Official One Assist Application, to as for an update and/or a solution.
Again, I received only templated responses and no real solutions. The support agents went back and forth bouncing about saying the same things over and over.
This is unacceptable and has resulted in undue trauma.
A customer should not be hassled after having followed suggestions from your executives, and/or for errors on your part.
One Assist refuses to take responsibility for an issue that has occurred after the customer has followed the suggestions of your own executives. If, in case the suggestions weren't correct, the issue should be dealt with at your end and not reflected upon the customer.
One Assist is the point of contact for the customer and not the insurance provider. So a customer being told that it was the insurance provider who rejected the claim and there was nothing One Assist could do about it, especially give the fact that the fault wasn't on the customer is highly irresponsible!
That said, being open to discussion, when I had requested details of the insurance provider and details pertaining to the claim, this was denied as well.
This only reflects on a callous, irresponsible and escapist attitude on the part of OneAssist.
Kindly look into this and provide a suitable solution.
I am also consulting legal counsel regarding the further steps in this regard and will be forced to pursue the same in case I am do not find a suitable solution.
PS: I am including attachments of screenshots of the plan, the welcome email and my conversations via the app for reference.
I kindly request you to include the following on your response email -
A log of my calls to One Assist, transcripts and/or recordings of calls pertaining to this issue, a brief of the responses/suggestions provided thus far, official contact info of the insurance provider in question and the details pertaining to the claim with the provider.
Kindly respond via email, to my registered email ID.
Thank you
Regards
Sai
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To the users who have taken the time to go through this, I thank you for your time.
I hope this helps in shedding some light on how OneAssist has chose to handle an issue, and helps you in making a more informed choice while selecting your insurance provider.
I will update the review, if there are any further developments regarding this issue.
