ONE ASSIST CLAIM FILING: ACCIDENTAL AND LIQUID DAMAGES

Important Points

1. Overall: Submitting the correct documents is compulsory for successfully filing a claim. In case any of the
documents are incorrect, you will need to resubmit the same which will delay the time taken to process your
claim. Hence please ensure that the requirements are clear. A document verification expert will get in touch with
you shortly to assist you
2. Description: Provide a complete description of the events leading to the incident that caused damage to your
device. This should start right from 1 min before the incident occurred and should contain

a. Who was handling the device? (If it was not you then what is the relationship of the person to you)
b. How did the incident exactly happen? What were you exactly doing at the time of incident? (What
events led to the damage of handset)
c. What are the damages to the device? (Mention the damaged parts in your description)
d. Where did the incident take place? (Mention the specific place where incident happened)

3. Invoice: Invoice should have GST/TIN number and a proper Stamp & Signature of the Shop (in case of manual
invoice). It should contain the IMEI number of the device along with customer name. The name on the invoice
must be an exact match with the name in our records. In case of mismatch you may require additional
documents (like replacement letter)

4. Govt ID Proof: Name on the Govt ID Proof (license/pan/aadhaar/voter ID) must be an exact match with the
name in our records

5. Damage Images: Damage part should be clearly visible and mention the damage part in your description

6. IMEI Image (not compulsory): This is compulsory only in case the screen & touchpad are in working condition. Do
not share screenshots. Remove case/cover and use any other Smartphone/Camera to capture a complete image
of screen of the phone (without using flash) displaying IMEI number

Steps for Filing a claim for Accidental Damage/Liquid Damage

Step A. Login in OneAssist (skip this if you are already logged in)

1. Download the OneAssist app from Google Play Store or Apple App Store

2. If you are not asked for login details, skip to Step B on page 3

3. If you are not logged in enter the registered mobile number of your OneAssist membership and select “Verify” to
receive an OTP for login. Please note you will receive the OTP on your registered number, hence ensure that the sim is
inserted into a phone
4. Enter the OTP received on your registered mobile number and click “Submit”
Step B. Raising a claim for accidental/liquid damage

1. After you have logged in to your account in the OneAssist app, you will see the below screen with your plan details.
Click on “Service Requests” at the bottom of the home screen
2. Click on the “+” button for “Raise a Service Request”

3. Select the plan to raise a service request from the different OneAssist plans that you may have. Confirm the selection
by selecting “Let’s Begin” from the next screen
4. You will now be required to fill in address details. Fill in the following mandatory fields and then click
“Continue”

a. Pincode

b. Full Address for correspondence

5. You will be required to enter what kind of damage you’re claiming for (accidental/liquid)

6. Next, you will need to provide a brief description of how the incident happened and where did it happen. Please
refer to Important Points at the start of the document to understand what constitutes an adequate description. Once
done, click on “Tell us more”
7. Next you will need to enter details of when the incident took place. Click on the calendar icon to select a date &
time. Then enter the time of the incident and click “Add details”
8. Next, please enter which part of your device is damaged from the drop down, whether you are able to switch on
your device and if the touchscreen is working. Once you have entered the same click on “Submit Request”

9. Once you have submitted the request for filing a claim you will need to upload the necessary documents for the
same by going to “Service Requests” in the bottom right corner of the screen, and selecting “Upload documents”
from your service request
10. You will be taken to the document upload screen where you will need to upload the following compulsory
documents
• Image of damaged part of the device
• Your Govt ID proof
• Your device purchase invoice
• FMIP (Find my iPhone) disabled image (for iPhones). Click here to know how
You can then upload certain optional documents like replacement letter (if your handset got replaced), IMEI number
image on screen in case your screen & touch are working
Click on the camera icon and then select from the option to take a photo or upload from gallery. Once you have
uploaded all the documents, you can click on “Submit Documents”. Please ensure that all the images are clear, as
you may be asked to resubmit in case any relevant information is not clearly visible
11. You may go to “Service Requests” at the bottom right corner of your screen anytime to track your ongoing
service request