FAQs

  • How do I claim insurance for Accidental damage or Liquid Damage?

    Please call our customer service number 8080-333-333 and report the type of damage immediately after the occurrence of the event and post this we will send you the claim form to file your claims. You need to submit the relevant documents required to process your claim along with the damaged device photos to start the cashless repair process. The complete set of documents along with the duly filled claim form should reach OneAssist within 7 days from the date of reporting the event.

  • How do I claim insurance for my stolen Handset?

    Please call our customer service number 8080-333-333 and report loss of phone immediately after the occurrence of the event and post this we will send you the claim form to file your claims. You need to submit the relevant documents required to process your claim. The complete set of documents along with the duly filled claim form should reach OneAssist within 7 days from the date of loss.

  • When does the Insurance cover start?

    From date of purchase of the MobileAssist Plan (Including Insurance) subject to installation and activation of OneAssist applications on the device and registering the device details with OneAssist.

  • What is covered under Theft & Damage Insurance?

    You will be charged 5% of the claim value subject to minimum of Rs. 1000/- in case of each and every loss where the Purchase Invoice is available In case the customer is unable to produce the purchase invoice at the time of claim, excess shall be 10% of the claim value subject to minimum of Rs. 2000/-up.

  • How long will it take to take to get my handset repaired under Accidental Damage or Liquid Damage claims process?

    The estimate for repairs would be shared with the customer within 48 hours of collecting the handset and based on the customers confirmation on the estimates and availability of parts the handset would be repaired within 7 to 10 working days. The time of repairs is subject to availability of spare parts.

  • Can I buy this plan for my existing handset or do I need to purchase a new handset?

    No its not required to purchase a new handset. You can buy this plan for your existing handset but your handset should have one of the flowing OS mentioned in the below table and should not be more than 3 years old.
    Devices Operating Systems Versions
    Android 2.1, 2.2, 2.3, 3.0, 3.1, 3.2,4.0.4.1,4.2,4.3,4.4
    Symbian S60 S60 3rd FP2, S60 5th, Symbian^3, Symbian Anna, Symbian Belle
    Blackberry 5, 6 and 7
  • What is not covered under this policy?

    The scenarios which won't be covered are under Insurance are…
    1. Loss or damage to the Gadget due to mysterious circumstances / disappearance or unexplained reasons.
    2. Loss of Gadget resulting from or caused by theft, or attempted theft from unlocked vehicles or rooms.
    3. Fraud or criminal activity on the part of the Insured and the Subscriber.
    4. Claim on gadget during the hire or loan of the insured gadget to a third party.
    5. Loss resulting from detention or confiscation by customs or other Government or public authorities.
    6. Any failure of the Gadget to operate as a result of problems with respect to the network infrastructure, Subscriber's network subscription or similar service issues.
    7. Loss of or Damage to the Gadget that is registered in the name of a Corporate Entity, unless a nominee has been appointed by them as a Bonafide user.
    8. Loss arising due to any unlawful act or illegal activities including criminal acts, or acts of war or the handset is used with permission of the Bonafide Subscriber having knowledge of such acts.
    9. Consequential loss of any kind or description.
    10. Liability to any party of any nature including but not limited to liability of Authorised Service centre to other parties.
    11. Loss or damage caused by incorrect storage, poor maintenance, wilful negligence, incorrect installation, incorrect set-up, unless the authorised Service Centre representative would confirm otherwise with due substantiation.
    12. Loss or damage as a result of attack by un-authorised software/virus, software faults and manufacturing defect owing to which a gadget fails to operate.
    13. Loss or damage that is covered by a supplier, dealer or factory warranty.
    14. Any loss if the ownership of the gadget is transferred.
    15. Any consequence arising from War, War lime operations (whether War declared or not) , Act of Foreign Enemy, Hostilities, Civil War, Rebellion, Insurrection, Civil Commotion, Military usurped power, Seizure, Capture, Confiscation, Arrest. Restraints and or Detainment by order of any Government or any other Authority.
    16. Any liability whatsoever nature directly or indirectly caused by or contributed to by or arising from ionizing radioactive or contamination by radioactivity from any nuclear waste from combustion of nuclear fuel. For the purpose of this exclusion only combustion shall include any self-sustaining process of nuclear fission.
    17. Any loss, destruction, damage or legal liability directly or indirectly caused by or contributed to by or arising from nuclear weapon materials, Wear and tear, moth, vermin or gradual deterioration, inherent defect or from any process of cleaning or repairing or renovating or maintenance.
    18. Any type of self-repair or attempted self-repair.
    19. Mechanical or Electrical Breakdown or electronic derangement or malfunction unless caused by an external accidental means or liquid.
    20. Penalties of delay or detention or in connection with guarantees of performance or efficiency.
    21. Intentional overloading of the instrument. Loss or damage due to any experiments or tests and/or alterations resulting into any abnormal conditions.
    22. Cost of Replacement of Battery unless caused by an accidental or liquid damage to the Gadget.
    23. Any damage or loss occasioned from any water borne craft, unless such damage is caused by the accidental ingress of liquid/water, and if the Subscriber has taken reasonable care to protect the Gadget from damage.
    24. Any manufacturing defect which is covered under Manufacturer's warranty Product defects whether latent / inherent or not.
    25. Any loss of or damage to the SIM card / memory card unless caused by an insured peril.
    26. Loss or damage to accessories unless they are attached to the Gadget.
    27. Internal leakage of the battery, unless caused by an insured peril. Theft or Damage occurred while the Gadget is situated outside India providing the subscriber is a Non Resident Indian.
    28. Any instance where you are not a resident of India at the time that the Theft or Damage occurred.
    29. Any type of SIM / airtime misuse or consequential loss thereof.
    30. Any loss the named Subscribers may suffer or cost to the Subscriber for:
    Damage to or Theft of, or costs or charges, when repairing or replacing aerials or battery chargers where these items are the only part of the gadget that have been Damaged or stolen;
    any Damage or Theft caused by any deliberate act or negligence by the Insured Member(s), their employees or any person using the gadget with their permission;
    costs or charges when replacing car kits or car Devices and other accessories which can no longer be used with the gadget;
    costs involved in returning the gadget for repair, or collecting the gadget once it has been repaired;
    costs caused by the gadget being routinely serviced, inspected, adjusted or cleaned;
    31. Any loss related to indemnification for the Value added services
    32. The Insurer shall not be liable for any loss or damage claim due to the inability of the Subscriber and insured to submit either of the claim processing and claim payment documents required by the Insurer for processing the Claim The policy shall not be liable for any claim if information has intentionally been withheld or incorrect information or misrepresentations have been intentionally given that are of significance to the assessment of the claim.
  • What if I change my handset during the membership period of 1 year?

    Please call our customer device number 8080-333-333 and update the new handset details with us and get the OneAssist applications installed and activated on the new handset. The new handset would be then covered under the insurance plan.

  • How will you determine the value of my lost device?

    For purpose of determining the value of lost device the market value of handset on the date of loss will be considered after adjusting for depreciation at the rates given in the below table
    Age of Mobile as on date of Loss % of depreciation on market Value
    Upto 6 months 20%
    6 months to 1 year 30%
    Above 1 year - upto 2 years 40%
    Above 2 years - upto 3 yearss 60%
  • How do I get my data recovered in my new device?

    You can call our 24x7 customer service number and we will help you have your data recovered on your new device through our Mobile Data Backup application (OneAssist MB).

  • If I am traveling in India or abroad and I found my mobile stolen what should I do?

    Please call our customer service number 8080-333-333 (prefix +91 if abroad) to activate emergency assistance services like anti-theft features including phone lock, data wipe, blocking your SIM card and also for us to inform your registered friends and relatives about your phone loss.

  • How do I claim SIM misuse insurance?

    Please call our customer service number 8080-333-333 and we will send you documents to file your claims. You will need to submit the relevant documents as required by the Insurance Company to process your claim The complete claim documents should reach OneAssist within 10 days from the date of loss.

  • How long will it take to get my theft claims processed?

    Once we receive the set of documents required to process your claim the same would be settled in next 30 days.

  • Why should I protect my Mobile?

    Your mobile today has most of the information to help you stay connected. Today there is a great risk of you losing your smartphone and with it all the precious data - Your contacts, which would have been accumulated over the years, Your precious personal pictures & videos, Your personal SMS.

  • When will I receive my welcome pack?

    Once your payment is successfully received by OneAssist, we will courier the welcome pack to your address. You should likely receive your pack within 10 days of your membership. Please do call us in case you have not received your welcome pack.

  • What is in the welcome pack?

    Welcome pack consists of welcome letter, startup guide, usage guide, your terms and conditions and some other relevant collateral which would help you remember your OneAssist number at all times.

  • How long is your membership period?

    The validity of your chosen membership plan is for 1 year from the start date. Your membership will automatically renew at the end of each term for the following year so long as your payment is realized by OneAssist.

  • Can I cancel my membership anytime?

    Yes, you may choose to cancel your membership anytime and the refund would be made as per the applicable refund policy. The preferred mode of refund will be same as mode of paymen for purchase of membership. Refunds normally take up to 15 days for processing. Please see your product plan terms and conditions for details.

  • How do I download my mobile security application?

    Upon signing for EveryDayAssist, you will receive an SMS with a link for Mobile Security application that you would need to download on your mobile phone.

  • How do I activate the mobile security application?

    Android and Symbian(Nokia) phones will get activated automatically post successful installation of the application. For Blackberry and (Apple) the user would need to enter the activation key provided in SMS by OneAssist.

  • How do I download and activate my mobile data backup application?

    You would also receive an SMS to download the Mobile Backup application on your mobile phone. Android and Symbian(Nokia) phones will get activated after entering the user credentials like email and password while in-case of Blackberry and (Apple) the user would need to enter the activation key provided in SMS along with the credentials (email and password).

  • How do I register my mobile phone?

    Your mobile phone details is what you have provided to activate your membership. You must update details by calling our customer service number 8080-333-333.

  • How do I update my mobile number?

    Your mobile number is what you have provided to activate your membership and download your applications. You must update your new mobile number by calling our customer service number 8080-333-333.

  • How do I register my new device?

    You should register your new device by calling our customer service number 8080-333-333 and get the links to download your mobile security applications ( OneAssist MS and OneAssist MB) on your new device.

  • How do I get my data recovered in my new device?

    You can call our 24x7 customer service number and we will help you have your data recovered on your new device through our Mobile Data Backup application (OneAssist MB).

  • If I lose my mobile how do I report loss?

    You must report the loss of your mobile phone by calling our customer service number 8080-333-333.

  • If I am traveling in India or abroad and I found my mobile stolen what should I do?

    Please call our customer service number 8080-333-333 (prefix +91 if abroad) to activate emergency assistance services like anti-theft features including phone lock, data wipe, blocking your SIM card and also for us to inform your registered friends and relatives about your phone loss.

  • How do I claim SIM misuse insurance?

    Please call our customer service number 8080-333-333 and we will send you documents to file your claims. You will need to submit the relevant documents for the insurance company to process your claim The complete claim documents should reach OneAssist within 10 days from the date of loss.

  • How do I process data wipe on my phone when I have lost it?

    Please call our customer service number 8080-333-333 to activate the phone data wipe option to ensure nobody gets to see your confidential and private data.

  • How do I get my phone locked when I have lost it?

    Please call our customer service number 8080-333-333 and we will activate the lock option

  • How and where will I get SIM change alerts?

    You will receive the SIM change alert on your registered trusted number which you have shared at the time of installation of Mobile Security Application (OneAssist MS).

  • How do I use the functionality of remote alarm?

    Please send #alarm# [Security password] from any mobile to your mobile number to activate remote alarm on your phone.

  • How do I avail the service of courtesy handset?

    Pease call OneAssist customer service 8080-333-333 to avail the service of courtesy handset

  • How much data backup space would be provided by OneAssist?

    We provide 1 GB space for OneAssist data back-up Application (OneAssist MB)

  • What is the function of emergency messaging?

    Emergency messaging will help OneAssist inform your friends and family members, registered with us, about your phone loss on your advice.

  • What/ Who is OneAssist?

    OneAssist is a company that provides assistance and protection products and services to help customers carry on their lives without interruptions. People have less time and there is just too much to do. There are some important elements that help us run our daily lives. If some of these go missing, it causes a lot of pain and distress. OneAssist helps customers with comprehensive product solutions to keep them protected in such events. => WalletAssist, MobileAssist, EverydayAssist and TripAssist to help customers overcome most concerns related with loss of wallet, loss of smartphones, data loss, documents safety etc.

  • Who are the founders?

    OneAssist was founded in 2011 by experienced professionals who have worked in various business roles across organizations covering banking, financial services and consumer goods, including running start-up operations.

  • Who are the investors, supporters of OneAssist?

    OneAssist is backed by marquee investors - Sequoia Capital and Lightspeed Venture Partners

  • Is it safe to buy it online?

    Yes, it is absolutely safe to buy online. OneAssist website is certified by Norton and it is absolutely safe to conduct a transaction on our Website. The 'https' green bar on the URL signifies the safety of your transactions done on our website

  • How can I change my password?

    User has to login and find option to Change Password.

  • I have forgotten my password. What do I need to do?

    On the home page of www.oneassist.in, you will see a tab called 'Generate password' . On clicking the tab you will be sent an email which a link to re-set a new password of your choice.

  • Can I change my UserID?

    No, this is a unique ID (same as your registered email ID or OneAssist Relationship number).

  • My account has been locked. What do I need to do?

    Please call us on our 24X7 helpline numbers and we'll be able to take down the request to unlock your account post validation of your identity.

  • What is the Card Blocking service?

    When you lose your wallet, you need to get in touch with multiple banks to block your various credit and debit cards. Imagine if you are traveling and if you don't have the numbers of the Banks or don't have the card numbers available with you to block the cards. In order to ensure that our customers are protected even if they lose their cards, OneAssist provides a simple and fast solution to block all cards - just call OneAssist on 1800-407-333333 (India toll free) or on (0) 8080-333-333 and we'll get all your cards blocked. Our numbers are available 24X7 round the year and can be reached from anywhere in the world.

  • Does it cover only the card of the Bank from where I have bought the plan?

    The unique feature of OneAssist services is that it is not restricted to only one bank's card. All your cards (issued in India), irrespective of the issuing bank can be blocked through the OneAssist Service.

  • How many cards can I register?

    There is no restriction on the number of cards you can register. You can register as many cards as you carry.

  • What type of cards can I register?

    You can register all your Bank Cards - credit, debit and prepaid cards.

  • What are the details that I need to update for registering a Card?

    We need very basic data that cannot be used for any fraudulent transaction on your card. For registration, we only require your card number, the issuing bank name and your name as it appears on the card. Do note that we do not ask for your card expiry date and CVV no. for card registration.

  • When do I need to call OneAssist if I lose my cards?

    In order to protect you from any fraudulent loss on your lost card(s), you must inform OneAssist as soon as you discover the loss of the card.

  • Can someone else call on my behalf?

    For security reasons and to safeguard your interests, we recommend that you must call us to block your cards.

  • How will I know that my card has been blocked?

    OneAssist will send you a communication confirming the blocking of cards with reference numbers wherever available from the Bank. Your peace of mind is our priority and we will endeavor to block all your lost cards vey quickly. Some card issuers may also send you a separate confirmation on your registered phone number (registered with the Bank) about the card blocking request.

  • How will I be able to get the new cards?

    We request you to get in touch with your respective Banks to replace your lost cards. However, we will be happy to facilitate the same for you by arranging a telephone conversation with your issuer.

  • How do I make a claim?

    Once you call for a claim, we will send you a claim form. You need to fill the form and return to OneAssist with required supporting documents.

  • What is the PAN Replacement service?

    If you lose your PAN card alongwith your wallet, OneAssist will help you in replacing the lost PAN Card without any charges. OneAssist will send you the forms and the list of documents required for PAN replacement. All you have to do is send the filled up forms to us and we will help in getting the lost PAN card replaced.

  • What is the Driving License Replacement service?

    The Driving License can be replacement feature is available only under the WalletAssist Privilege plan or EveryDayAssist Plan and is provided only if you have lost your Driving license alongwith your wallet. OneAssist currently provides this service in select cities - please visit www.oneassist.in for the list of cities. Further this service would be made available to those whose driving license is issued from the city where you are currently residing and city is covered by OneAssist as per the list.

  • Can I use OneAssist for getting a Fresh Driving License?

    We are sorry, but at this point in time, we are only able to help you replace your lost Driving License if you lose it with your wallet.

  • What is lost passport assistance?

    In case you lose your passport while abroad, you can call OneAssist for help. OneAssist will provide you with information on the Indian Consulate or Embassy closest to the city where you are located. OneAssist will endeavor to connect you to the Consulate/Embassy for information on timings, documentation required, etc., so that you can manage your onward journey without too much problem.

  • How will my bills be settled in a Hotel if I lose my card?

    If you lose your card and don't have any other means to settle the Hotel Bills while travelling, OneAssist will facilitate for the settlement of the Hotel Bills (subject to the maximum limits specified in your plan). You will have to pay back the amount to the service partner within 28 days of the settlement of the hotel bill on you are back home safe and sound.

  • How will I get my new tickets?

    If you have lost your wallet and your cards and you don't have your return tickets booked and need assistance in booking return tickets to get back home, OneAssist will arrange for booking of your return tickets to reach home back safely. You will have to pay back the amount to the service partner within 28 days of the settlement of the hotel bill on you are back home safe and sound.

  • What is the limit for Pre-reporting fraud cover?

    The new limits under the WalletAssist Plans are: Under Power Plan (1299/-): Rs. 1,50,000. Under Privilege Plan (1799/-): Rs. 2,50,000. It is important to note that Pre Reporting Cover is extended only to cards that are reported as lost or misused to OneAssist & requested for blocking.

  • What is the limit for Post Reporting Cover?

    The OneAssist Service Guarantee provides complete protection against any fraud after the card has been reported for blocking. It is important to note that Post Reporting Cover is extended only to cards that are reported as lost or misused to OneAssist & requested for blocking.

  • What kind of fraudulent transactions are covered?

    The following fraudulent transactions are covered under the new insurance cover:
    Cards swiped at Point of sales after they were lost by the customer.
    Online transactions where the customers cards were fraudulently used by a third party.
    Physical swipes of PIN based cards for frauds where the PIN has been used by a 3rd party incl. ATMs.
    Frauds on cards that have been acquired by a 3rd party fraudulently forging the documents or identity of the customer.
    Frauds on cards by using the card information by fraudulently acquiring the same through fraudulent means - like email, phone calls, copying the card details, letters etc.
  • How many days prior to reporting cases are covered under the feature?

    The Pre-reporting cover is extended to any fraudulent transactions up to 30 days prior to reporting the loss of the card or the misuse of the card to OneAssist.

  • Within how many days of the actual occurrence of the fraud should the claim be filed with OneAssist?

    The claim should be filed within 30 days of the occurrence of the fraud. But for a valid claim, customer should have reported the loss/ misuse to OneAssist within 24hrs of discovering the fraud.

  • What documents are required for filing a claim?

    The following documents are mandatorily required for filing a claim:
    Police Report or FIR.
    Filled up Claim Form.
    Bank Statement indicating the fraud.
    Dispute letter/ correspondence with the bank on the fraud.
    Any other document required by the Insurance Company.
  • What is the premium for this insurance feature?

    As a customer, you don't have to pay anything separately for the Insurance feature. The insurance feature is a part of the revised WalletAssist Plans and is available with the respective OneAssist Plans only.

  • Who will decide if my claim is to be approved or rejected?

    The insurance feature is powered by the Insurance Partner of OneAssist. OneAssist's role is limited to facilitating the process for registering the claim. The final decision on the claim will be solely taken by the Insurance company and OneAssist will have no say in the decision.

  • Can I cancel my WalletAssist Plan if my Insurance Claim gets rejected?

    OneAssist is just a facilitator of the Insurance Claim and has no say in the decision of the Insurance Company. If you wish to cancel the plan after a claim has been rejected, you are free to do so. However, there is no refund if you have availed any of the services listed under the OneAssist plan including request for insurance for fraud loss.

  • I have just got my card statement and have now realized that there has been a fraud on my card. Can I file a claim?

    If you have just realized that there has been a fraud on your card, you must immediately call OneAssist with the details of the card and request it to be blocked. You can register a claim if the fraudulent transaction has happened within 30 days of your discovering the loss/ fraud. In any case, you must file a Police Report and report the loss/ fraud to the nearest police station.

  • Someone hacked into my internet banking account and fraudulently transferred money from my account. Is that also covered under this plan?

    The WalletAssist Plan only covers losses arising due to frauds on bank cards. In cases where the fraud has happened on the Bank account but no fraud has happened on any particular card - the same won't be covered under this plan.

  • Why should I purchase Laptop Protection Plans from OneAssist?

    Your manufacturer covers you against internal manufacturing defects. However, in every-day scenarios, your laptop may get accidentally damaged leading to screen cracks, or any other damage; liquid may spill on it, damaging the internal components; or it may suffer from electrical or mechanical shocks. OneAssist Laptop Protection Plan covers you against these scenarios which your warranty doesn’t

  • What are the benefits under Laptop Protection Plans?

    You are entitled to the following benefits under your protection plan:
    1) 24x7 call center assistance
    2) Protection against accidental physical and liquid damage
    3) Protection against theft of your laptop
    4) Protection against electrical and mechanical breakdowns
    5) Free device pick-up and drop service for all your repairs
    6) DocuSafe – An online locker with up to 1 GB of free space
  • What will be the duration of my plan?

    Your protection plan is applicable for a period of 1 year from the date of activation of your plan

  • When can I buy OneAssist Laptop Protection Plan?

    Laptop devices which are up to 1 year old are eligible to buy this plan. Please note that, devices that are manufactured in India or legally imported through official channels in India and sold through legal and official channels are applicable for OneAssist Protection Plans

  • When should I intimate OneAssist in case of damages/breakdowns/theft?

    In case of any damages/breakdowns/theft, you are to intimate OneAssist on its toll-free number at 1800 123 3330 within 48 hours

  • What is the claim process in case of damages/breakdowns?

    In case of damages/breakdowns, you are requested to follow the below steps:
    1) Inform OneAssist within 48 hours to raise a claim request
    2) Log-in to https://www.oneassist.in/ and submit all relevant documents. Please note that you may be requested to submit additional documents during later stage
    3) Once, your documents are verified, OneAssist will liaise with its logistics partner and arrange for your device pick-up to be submitted to an authorized repair center for carrying out repairs
    4) OneAssist will liaise with its insurance partner to validate your claim. Once it is deemed it is valid, you will be requested to pay a small excess fee (please refer to terms and conditions of your plans) so that we can proceed ahead for the repairs
    5) Once the device is repaired, we will coordinate with the logistics team to deliver the device back to your doorstep
  • What are all the documents required for making a damage/breakdown claim?

    The following are the list of tentative documents required:
    1) A duly filled in and signed claim form and discharge voucher
    2) Images of damaged laptop with clear image of Serial no.
    3) Payment of excess fees
    4) Govt issued ID proof of laptop purchaser
    5) Screenshot/picture of disabled ‘Find my Mac’, in case of Apple devices
    6) Any other documents that may be required for further processing your damage/breakdown request
  • What is the claim process in case of theft?

    In case of theft of your laptop, you are requested to follow the below steps:
    1) Intimate OneAssist within 48 hours of loss
    2) Log-in to https://www.oneassist.in/ and submit all relevant documents. Please note that you may be requested to submit additional documents during later stage, if required
    3) Once, your documents are verified, OneAssist will liaise with its insurance partner to verify the validity of the claim
    4) Once the claim is verified, OneAssist will indemnify your loss by transferring the required amount less depreciation (for depreciation chart, please refer to the Terms and Conditions)
  • What are all the documents required for making a theft claim?

    The following documents are required to make a theft claim:
    1) A duly filled in and signed claim form
    2) Copy of FIR/police intimation filed with the nearest police station mentioning the serial number of the laptop and complete narration of the incident
    3) Govt issued ID proof of the laptop purchaser
    4) Any other documents that may be required at a later stage
  • How many claims can I make?

    You are eligible to make 2 claims during your membership period provided that the 1st claim has not been settled under BER or theft

  • What is BER?

    Beyond Economic Repair or BER is a scenario in which the repair costs of your laptops is more than 75% of the sum insured or invoice value of your device, whichever is lesser. Once the claim has been settled under BER, you won’t be able to raise any more claims under your protection plan

  • What is the applicable depreciation in case of BER/Theft?

    The applicable depreciation in case of BER/theft is as below:
    Age of the Insured Gadget Depreciation %
    Up to 6 months 15%
    6 months to 12 months 25%
    12 months to 18 months 35%
    Above 18 months 45%
  • Is the claim process cashless?

    Yes, the claim process is cashless. You are just required to pay a small excess fee for us to go ahead with the repair.

  • What is not covered under the protection plan?

    The following scenarios are not covered under your protection plan:
    1) Damage to your device due to wilful negligence
    2) Damage caused from unauthorized repair
    3) Damage to accessories and cosmetic damages
    4) Device is bought outside India
    Please refer to the detailed Terms and Conditions for the list of exclusions
  • How and when can I cancel my membership?

    You can cancel your membership anytime within 30 days of purchase of your plan and get a full refund provided that you have not raised any claim with us

  • What is an Extended Warranty Plan?

    Extended Warranty Plan (EWP), also commonly referred to as Extended Warranty Service Contract (EWSC), Extended Service Plan (ESP), Extended Warranty (EW) is a Service Agreement that replicates and extends the manufacturer’s warranty on your product by a specified period. It effectively transfers the financial risk of product break down from the buyer of the EWP to its provider. In event of the covered product breaking down functionally, the provider of the EW undertakes the repairs of the product as per the terms specified in the EWP.

  • Why should I buy an Extended Warranty plan?

    Manufacturers provide warranty on their products for a very limited period of time. After that period is expired, you are at risk of spending thousands if your product fails and needs repair or replacement. With an extended warranty plan, you can extend the length of warranty to the term of your choosing and protect yourself from spending thousands in the event your product fails owing to manufacturing or workmanship defects.
    Example of the industry repair rates for repairs on commonly used products:
  • Why should I buy Extended Warranty Pro+ offered by OneAssist?

    Extended Warranty Pro+ provided by OneAssist not only extends the term length of manufacturer’s warranty but also enhances the coverage and services provided during the extended period. Extended Warranty Pro+’s extended time and enhanced coverage and services, you can enjoy your product worry-free with complete peace of mind. With Extended Warranty Pro+:
    You can extend the term of your coverage for up to additional 2 years. Your product is covered not just for defects in material and workmanship but also for mechanical and electrical failure arising out of normal wear and tear, and environmental factors such as heat, dust and humidity.
    Requesting for a service is easy, convenient, takes less than 5 minutes and can be done 24x7x365. We also have a dedicated claims team to help you.
    Our service experts visit within 6 business hours of your request or you can schedule an appointment for a later time as per your convenience.
    We offer an unmatched 10 business day repair or replacement guarantee! Majority of repairs we undertake take less than a week.
    You are entitled to TRULY UNLIMITED REPAIRS during the plan period up to the product purchase value i.e. the product price before any applicable discounts or offers like an exchange value. Every time your product fails, we will repair it without any cost to you.
    Your products are repaired in the convenience of your home.
    24/7 customer support to file a complaint and claim at your convenience.
  • What is Truly Unlimited repairs?

    You enjoy truly unlimited repairs without restricting the value of protection or the number of repairs with Extended Warranty Pro+. Every time your appliance breaks down, we will repair it and automatically restore your appliance's protection value back to its full for the remainder of your Extended Warranty Pro+ term.

    e.g. Let us assume your Washing Machine costing Rs. 20,000 suffers a breakdown during the Extended Warranty Pro+ term and we get it repaired for Rs. 12,000. Normally, your cover would be reduced to Rs. 8,000 only for any subsequent breakdown repairs but with EW Pro+, we will automatically restore it back to Rs. 20,000 for any subsequent breakdown repairs.

  • What products and plans qualify for Extended Warranty Pro+?

    Extended Warranty Pro+ can be bought for any product from the eligible products and corresponding brands list, provided that:
    It is manufactured in India or is legally imported in India & sold through Official Channels supported by an invoice & Manufacturer’s Warranty / Guarantee.
    Product should have minimum of 1 year manufacturer’s warranty.
    It should not be more than 6 Months of its purchase date during the time of activating Extended Warranty plan.
    Invoice value of the appliance should be equal to or greater than INR 5000. Invoice value to be considered before any applicable discount or offers.
    Please refer to the below list to know eligible products and brands:
    PRODUCT CATEGORY BRANDS COVERED
    AIR CONDITIONER DAIKIN, ELECTROLUX, HITACHI, LG, MIDEA, OGENERAL, PANASONIC, SAMSUNG, SHARP, VOLTAS, WHIRLPOOL, LLOYD, GODREJ, VIDEOCON, CARRIER, BLUE STAR, HAIER, ONIDA
    TELEVISION (LCD/LED/SMART/3D) LG, ONIDA, PANASONIC, PHILIPS, SAMSUNG, SANSUI, SHARP, SONY, TOSHIBA, VIDEOCON, LLYOD
    REFRIGERATOR BOSCH/SIEMENS, ELECTROLUX, HITACHI, LG, PANASONIC, SAMSUNG, SHARP, VIDEOCON, WHIRLPOOL, GODREJ, HAIER, KELVINATOR, SANSUI
    WASHING MACHINE BOSCH/SIEMENS, ELECTROLUX, IFB, LG, PANASONIC, SAMSUNG, VIDEOCON, WHIRLPOOL, HAIER, LLYOD, MIDEA, ONIDA, SANSUI, SHARP
    DISHWASHER BOSCH, IFB, LG, SEIMENS
    DRYER BOSE, LG, SEIMENS, LG, SAMSUNG, WHIRLPOOL
    HOME THEATER BOSE, LG, PHILIPS, SAMSUNG, SONY
    WATER PURIFIER USHA, AO SMITH, EUREKA FORBES, HUL PUREIT, KENT, LG, LIV PURE, AQUAGUARD, BLUE STAR, TATA SWATCH, ZERO B, PANASONIC
    WATER HEATER AO SMITH, BAJAJ, Usha, HAVELLS, RACOLD, CROMPTON GREAVES, HAIER, HINDWARE, MAHARAJA, MORPHY RICHARDS, MIDEA, KENSTAR
    VACUUM CLEANER BLACK AND DECKER, EUREKA FORBES, LG, PANASONIC, BOSCH, HITACHI, MORPHY RICHARDS, RUSSELL HOBBS, PHILIPS
    MICROWAVE OVEN ELECTROLUX, LG, ONIDA, PANASONIC, SAMSUNG, WHIRLPOOL, IFB, BAJAJ, HAIER, KENSTAR
    FOOD PROCESSOR BAJAJ, KITCHEN AID, MORPHY RICHARDS, PHILIPS, USHA, INASLA, KENSTAR, BLACK AND DECKER, MAHARAJA, PREETHI
    OTG/FRYER BAJAJ, PHILIPS, MORPHY RICHARDS, USHA, HAVELLS, INASLA, PANASONIC, PRESTIGE
    AIR COOLER BAJAJ, SYMPHONY, CROMPTON, USHA, HAVELLS, KELVINATOR, VOLTAS, MAHARAJA, ORIENT
  • I purchased a product on discount, what should my invoice value be?

    The invoice value should be the price of product before any applicable discount or offers (like exchange offers etc.). You should buy an Extended Warranty Pro+ plan corresponding to this value. e.g. If you paid Rs. 13,000 for a Washing Machine that costs Rs. 16,000 after a discount of Rs. 3000. You should buy the extended Warranty Pro+ plan for Washing Machines costing Rs. 16,000 and not Rs. 13,000.

  • When does the Extended Warranty Pro+ start?

    Your Extended Warranty Pro+ coverage begins the day after your manufacturer warranty ends, ensuring you a seamless extended coverage.

  • What products does Extended Warranty Pro+ cover?

    Extended Warranty Pro+ covers a wide range of consumer durables & appliances available in the market. Extended Warranty Pro+ covers TVs, Washing Machines, Audio & Home Theater Systems, Refrigerators, Microwave Ovens, Air Conditioners, Air Coolers, Water Purifiers, Dryers, OTG, Air Fryers, Geysers, Heaters, Dishwashers, Vacuum Cleaners and Food Processors. We will add other appliance categories in the due course.

  • What are terms of the repair or replacement guarantee?

    In the rare case that we’re not able to repair your product in 10 business days from the time of our service experts’ first visit for a covered repair, you will be entitled to a replacement product or a monetary settlement reflecting the current market value of your product OneAssist’s discretion. The current market value will be the cheapest price available as determined solely by us. e.g. Let’s assume that you bought a device originally for Rs. 25,000 for which we are going to provide a replacement. If the product is now available for sale at Rs. 18,000 with some seller then in no case shall we make a monetary settlement for an amount greater than Rs. 18,000. If a replacement (either by way of replacement product or a monetary settlement) is made, there will no longer be coverage under the contract and all obligations will be deemed satisfied. 

  • What is not covered under Extended Warranty Pro+?

    The Extended Warranty Pro+ does not cover products which have been misused, tampered with, modified or damaged as a result of accident, liquid, grit, impact, lack of proper care and maintenance as indicated in the manual of operation by the manufacturer. Accessories are not covered unless otherwise specified in the Extended Warranty Pro+ agreement. Accessories include, but are not limited to, external flashes, data backup (which are not built into the equipment), batteries, loss of film (or tapes), lens caps, rear caps, filters, ac adapters or other external cords, media, and software. The complete list of exclusions can be found in the detailed Extended Warranty Pro+ Terms & Conditions.

  • Is Extended Warranty Pro+ plan transferable and renewable?

    No, the Extended Warranty Pro+ is non-transferable and non-renewable at this point in time.

  • Can I buy an Extended Warranty Pro+ for a product that has been gifted to me?

    If the name on the Product’s invoice is not the same as the name of the person buying the Extended Warranty Pro+ plan, we will require a declaration from the person gifting the product in a requisite format. Please call us on 1800-123-3330 after you purchase the plan and we will be happy to assist you in this respect.

  • Is Accidental damage covered in this policy?

    Accidental and Liquid damage are not covered as per the terms of Extended Warranty Pro+ plan.

  • Where can I buy Extended Warranty Pro+ plan?

    Extended Warranty Pro+ plans are sold through renowned electronic retailers, authorized representatives of OneAssist and also through our call center. You would soon be able to buy it from the OneAssist App as well as website.

  • How long after my product purchase date can I purchase the plan?

    For new consumer electronics and appliances, you can buy the Extended Warranty Pro+ plan within 6 months of purchase of new product. We highly recommend buying the Extended Warranty Pro+ plan at the time you buy a product.

  • Can I buy Extended Warranty Pro+ from a different retailer than the one I bought my appliance from?

    Yes, Extended Warranty Pro+ can be bought from any of our authorized retailers for any appliance purchased within 6 months of its purchase. You may also purchase the plan by visiting our website. You will be required to provide a dated proof of purchase for your product. Please be sure to retain all copies for your records.

  • I bought the Extended Warranty Pro+ plan from the retailer, is that enough?

    You must activate your Extended Warranty Pro+ plan within 7 days of its purchase of the plan to avail the benefits of the plan. You’ll be sent instructions on your registered mobile number and email address. The activation process is very simple and takes less than 5 minutes. If you require any assistance, please call us on 1800-123-3330 and we will be happy to assist you. We offer you a convenient option to upload your scanned receipt for safe keeping in the event you need to file a claim.

  • I got an SMS to activate my protection plan, what does it mean?

    You have bought the Extended Warranty Pro+ plan but haven’t activated it. Activation within 7 days of plan purchase is mandatory to avail plan benefits. We will not be able to accept any service requests unless the plan has been activated with correct details.

  • How do I activate my Extended Warranty Pro+ plan?

    App: Download the OneAssist app and fill in your necessary details to get hassle free boarding.
    Website:  Please browse to https://www.oneassist.in/activatevoucher/. Enter the voucher code received over SMS and/or Email and fill out necessary details.
    By Call: Call us on 1800-123-3330 and we will be happy to assist you.
    Kindly upload your invoice copy at the time of activation in order to avail a hassle free service.

  • What would I need to activate my plan to avail service?

    Please keep the original purchase invoice, Make, Model & Serial number of the product handy while activation. We strongly recommend that you to upload a picture of the original invoice of the product for a smooth service experience.

  • Where would I get the model number and serial number of the product?

    Model and serial numbers are located on the product label or on the purchase invoice. To ensure that you are giving correct serial number please make sure to use the serial number mentioned on the product. Use the product Owner’s Manual to identify the location of the model number label on your product. Most product identification numbers include a combination of letters and numbers.

    In most appliances it is mentioned on the back or side of the appliance (e.g. usually on the back of TV and refrigerators, on the back or side of washing machine, bottom or side of the AC indoor unit etc.). In some appliances like kitchen appliances, it may be at the bottom of the device.

    It can also be located on the product packaging box, warranty card or the tax invoice/challan at the time of appliance delivery.

    If you are unable to locate your serial number or model number, please reach out to the manufacturer of your product, they should be able to guide you on how to locate it.

  • What are the benefits of uploading my purchase invoice?

    We offer you a convenient option to upload your scanned receipt for safe keeping in the event you need to file a claim. Invoice may be required by your manufacturer in case you need to file a claim with your product’s manufacturer during the OEM warranty period.

    Some invoices are print using thermal printing and thus fade away in due course. We recommend that you store a copy of your invoice digitally and avoid hassle free service.

  • Can I buy Extended Warranty Pro+ for my old products?

    Extended Warranty Pro+ does not cover products that are more than 6 months of purchase.

  • Can I cancel the plan after purchasing it?

    Yes, you can cancel your Extended Warranty Pro+ plan within 30 days of purchase and we will offer you a full refund within 7 working days into customer’s bank account from the cancelation request raised and bank account details shared date.

  • What should I do if my product fails?

    It’s simple. Please refer to the Extended Warranty Pro+ T&C’s of your plan and check whether the issue you are facing is covered under this agreement. If so, we have empowered you with our OneAssist App where you can register your complaint anytime during day or night as per your convenience. Alternatively, you may also register the complaint on our website www.oneassist.in or call us on 1800-123-3330. We will be happy to assist you.

  • Can I request for a service from you even when the product is under manufacturer’s warranty?

    Extended Warranty Pro+ services can be availed only during the period in which your extended warranty plan is live. You would receive these details in the welcome email we will send you post activation.

    Any problem during the manufacturer’s warranty, request you to kindly contact the brand service center or helpline.

  • What should I keep to avail service?

    If you have provided all the details during your Extended Warranty Pro+ activation like the original purchase invoice, Make, Model & Serial number, there is nothing we would need from you. Leave the rest on us.

  • Where would my product be repaired?

    Should there be any problem with your product, we have an extensive service network with qualified technicians to handle your product repairs. Our qualified technician would reach your home or take the unit to our service center (if needed) for repairs.

  • Who would come to my home for repairs and how do I trust them?

    Our qualified Service Expert would reach your home once you request for service. All our experts are background verified too keeping your security in mind. Prior to the visit, we will share with you the Photo, Name & Number of the expert so that you let the right person in.

  • Who performs the repairs?

    We only work with reputable and leading authorized service providers so that your product is always in safe hands. Our service experts are well trained and repair facilities are top of the class. Also, we only use genuine spare parts to repair your products.

  • What does the In-Home Repair Service include?

    Exactly that! The in-home service means a qualified technician will repair the product in your home. The responsibility is on us to perform repairs safely and conveniently. We will also help to un-install and then re-install your product if it is mounted on your wall. In case, the product can only be repaired at the service center, we will arrange for the transportation from your premises and back at no cost to you.

  • What happens once my product is repaired?

    You get back to enjoying your product without paying anything. If it fails again, you follow the same call registration process and your product will be repaired again.

  • What are the top five reasons a repair/claim is denied?

    1. Unauthorized personnel attempted to repair the product.
    2. Product is repaired prior to receiving authorization from us.
    3. Required documents are not provided.
    4. Any misuse of product like used for commercial purposes.
    5. Reason for product failure excluded in the coverage as mentioned in Terms & Conditions.

  • What do I have to pay for the repairs?

    Nothing at all for the repairs which are covered as in the Extended Warranty Pro+ terms and conditions. For any repairs which are falling in exclusion condition, you will have to pay as per the standard rate applicable.

  • What happens if the product cannot be repaired or the repair exceeds the unit’s value?

    If the unit is not repairable for any reason as per the coverage, or the cost of repairing the unit exceeds the unit’s current market value; we may offer to replace your product or make a monetary settlement reflecting the current market value of your product. The current market value will be the cheapest price available as determined solely by us.

    e.g. Let’s assume that you bought a device originally for Rs. 25,000 for which we are going to provide a replacement. If the product is now available for sale at Rs. 18,000 with some seller then in no case shall we make a monetary settlement for an amount greater than Rs. 18,000.

    If a replacement (either by way of replacement product or a monetary settlement) is made, there will no longer be coverage under the contract and all obligations will be deemed satisfied. Please note that we are not responsible for replacing physical damaged, burnt, lost or stolen equipment. Refer the T&C for more details.

OneAssist Consumer Solutions Pvt. Ltd. 707-709, Acme Plaza, Andheri – Kurla Road, Andheri (E), Mumbai – 400 059

Product Enquiry : 1800 266 9930
Customer service : 1800 123 3330 / 0 8080 333 333

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