Complaint Details

Status	:	Un-Resolved
Complaint No	:	0157264/2026
Category	:	Insurance
Date	:	02-07-2026
Subject Line	:	Consumer Complaint Against OneAssist Consumer Solutions Pvt. Ltd. for Deficiency in Service and Unfair Claim Settlement
Complainant	:	Sudhansu Dubey
Address	:	Aravali, 1103, Godrej Prakriti
Complainee	:	One Assist
Address	:

Complaint Details
I, Sudhansu Sekhar Dubey, wish to lodge a formal complaint against OneAssist Consumer Solutions Pvt. Ltd. regarding the handling of my insurance claim (Service Request No. 71273044) under the "Complete Television Protection for 3 Years" plan purchased through Flipkart.

I purchased a Samsung Crystal 4K Infinity Vision 55-inch Smart TV on 15 February 2026 for ₹34,647 (Gross Invoice Value ₹38,797) along with the above protection plan for ₹3,499. The television was professionally installed and wall-mounted by an authorized technician.

On 23 June 2026 at approximately 4:15 PM, the wooden wall panel on which the television was mounted unexpectedly collapsed, causing the television to fall onto the floor. As a result, the display panel was completely damaged. I immediately reported the incident to OneAssist and submitted all the documents, photographs, and information requested.

OneAssist subsequently informed me that my claim had been approved as "Beyond Economic Repair (BER)" and offered a cash settlement of only ₹16,284. The company stated that the repair estimate was ₹27,250 and that the prevailing market value of my television was ₹17,324. However, despite several written requests, OneAssist has failed to provide any valuation report, market survey, repair estimate, surveyor's report, or methodology explaining how the market value of ₹17,324 was determined for a television purchased only four months earlier.

Further, I requested a complete copy of my policy document and the assessment documents relied upon to reach the BER decision. Instead of providing the requested information, OneAssist repeatedly sent generic responses quoting Clause 22.3 of the policy without addressing my specific questions or supplying the supporting documents.

I believe this constitutes a deficiency in service and a lack of transparency. As a consumer who purchased a "Complete Television Protection" plan in good faith, I expected that my television would either be repaired through an authorized service centre or replaced if it was genuinely beyond economical repair. Instead, I have been offered a settlement that has not been adequately justified, despite my repeated requests for clarification.

I respectfully request that the Hon'ble Consumer Commission direct OneAssist Consumer Solutions Pvt. Ltd. to:

Repair my Samsung television through an authorized Samsung service centre; or
If repair is genuinely not economically feasible, provide an equivalent replacement television of similar specifications; or
In the alternative, pay compensation based on a fair and properly substantiated valuation in accordance with the policy terms.
Provide complete copies of the policy document, valuation report, surveyor's report, and repair estimate relied upon while assessing my claim.
Award compensation for the inconvenience, mental harassment, and unnecessary delay caused due to the company's failure to provide transparent and reasoned claim assessment.

I have preserved all invoices, claim correspondence, emails, and supporting evidence, which I am prepared to submit before the Hon'ble Commission.

I therefore request the Hon'ble Consumer Commission to kindly admit this complaint and grant appropriate relief in the interest of justice.

Yours faithfully,

Sudhansu Sekhar Dubey

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