Frequently asked questions

A. Brand new mobile phones(invoice date should not be older than 7 days), smart phones, tablets which are manufactured/assembled in India or are legally imported in India and sold along with MobiSecurity during the period of one year from date of policy inception.
Step 1 : Customer Buys Phone at the Store.
Step 2 : Customer then buys Mobi Security plan with Mobile insurance coverage within 7 daysof purchase of Handset .
Step 3 : Invoice is generated for purchase of phone and Mobi Security plan.
Step 4 : Customer registers with complete details within 7 days of purchase to activate the plan
Step 5 : A confirmation SMS will be received by the customer immediately after registration with certificate number.
Step 6 : Policy copy will be available to the customer online within 24 hrs of registration (except on weekends and/or public holidays).
Physical loss of or damage to insured mobile phone/smart phone/tablet device arising from: Theft & Burglary (including RSMD) + Accidental Damage (including Fire & Allied Perils, RSMD, AOG perils) + Accidental Water/Liquid Damage
Theft Claims Accidental /Liquid Damage claims
Claim form duly filled in and Submitted Claim form duly filled in and Submitted
Original mobile phone purchase invoice Original mobile phone purchase invoice
Original certificate of insurance Original certificate of insurance
Claim intimation acknowledgement generated by portal

Or

Claim intimation letter/email if claim was not intimated through portal
Claim intimation acknowledgement generated by portal

Or

Claim intimation letter/email if claim was not intimated through portal
Copy of complaint letter to the nearest police station with their numbered acknowledgement (e.g. CSR) 3 Photograph of damaged mobile handset with IMEI number
Survey Report in case of claim amount exceeding Rs 20,000
Duly acknowledged letter addressed to service provider for deactivating the SIM of lost/stolen mobile phone Repair estimate letter issued by manufacturers authorized service centre & Repair/Replacement Bill or Invoice
NEFT letter for settlement of claim with cancelled cheque of insured (letter format downloadable from portal) Original Bills for repairs/replacement
Letter of Indemnity NEFT letter for settlement of claim with cancelled cheque of insured (letter format downloadable from portal)
A . The customer shall write to Edelweiss Customer care along with submit valid reason, ID proof and related document to change the nominee details
A. Complaint can be sent to Edelweiss Customer ID and escalated to higher authorities as per the matrix (will provide shortly)

1. Mr Amit Bought a phone for INR 45000 from on 1st July 2014 along With Mobi Security
While travelling in a train he was robbed of his phone on 31st Dec 2014. Amit lodges a claim on 1st Jan 2015 on the website. He collects all the required documents i.e. Completed Claim Form, Police Complaint copy (diary report), SIM Block Confirmation, Invoice Copy and Declaration to insurer and sends it to Edelweiss.
On receiving the same Edelweiss estimates the loss and provides approval

2. Mr Swamy bought a Tablet on 1st August 2014 for INR 55000 with Mobi Secirity. On 4th Nov 2014, while climbing down the stairs in his office he bumped into an exit door and his tablet fell down accidentally. There was damage to the screen. He lodged a claim on 6th Nov 2014 (within 48 hours of loss).
On 7th Nov he takes the phone to the Manufacturer Authorized Service centre and provides a repair estimate in the prescribed format to Edelweiss via e-mail.
The repair estimatefor screen replacement due to impact is INR 20000.
On receiving the same Edelweiss estimates the loss and provides approval

3. Ms Divya buys a phone for 25000 on 15th Sept 2014 with Mobi security.
Her car meets with an accident on 25th Feb 2015 in which her phone is completely damaged. She intimates a claim online and goes to an authorized service centre to procure a repair estimate letter on 26th Feb 2015. The service engineer centre fills the Repair estimate form with a remark as Not repairable/ Beyond Repair. This is a Total Loss Claim.
On receiving the complete claim document, Edelweiss estimates the loss and provides approval

A. YES 7 days old invoice will be considered.
A. Maximum of 2 claims shall be addressed by the insurer, during the cover age period; subject to previous claims reported is partial loss & up to maximum value of Sum Insured at the time of loss.
A. Time taken to repair only, as the policy will reimburse the repair cost that is payable.
A. It will be covered under Theft insurance coverage of the policy subject to the policy conditions are fulfilled and the claims process is followed and adhered to.
A. The claim will be paid through NEFT or Cheque
A. NO. Policy will not respond to electronic breakdown or failure which is not caused by any visible accidental damage
A. Yes but there will be no premium refund made against the same
A. Policy copy will be available to the customer online within 24 hrs of registration (except on weekends and/or public holidays).
A. Maximum amount payable under the policy is the Invoice value of the phone subject to maximum of INR 60000
A. 12 months from date of purchase
A. This provision shall be considered post review of the service provider’s contract. Hence currently is not covered under the program.
A. One mobile under one policy.
A. This is at the discretion of the Insurance Company

A. YES. If a mobile phone is purchased with Mobi Security and activated Insurance Coverage and later is replace by the manufacturer, within 30 Days from date of Invoice then it shall continue to be covered under the Insurance policy. Subject to the replaced handset is of the same make model, value and not different.

Process to change the details under the policy is as follows:

Insured intimates Edelweiss customer care with Manufacturers confirmation and invoice for the replaced phone and insurance certificate will be endorsed with the new details such as IMEI number. The coverage for the new unit will be valid for the remaining days only.

A. NO. Purchase has to be made in India.
A. Yes. Subject to the invoice is in the parent’s name.
A. The territory and jurisdiction of the policy is India only. Hence the purchase and the damage/theft has to happen in the Indian territory only for the policy to respond.
A. On MTL website (this will be directed to edelweiss website for claim intimation and policy details )
A. 10 days from date of receipt of complete documents, subject to admissibility of the claim
A. The policy will continue to be valid if the handset is covered as per the policy and the original invoice copy is provided with other relevant documents.
The insurance can be bought along with the phone in store or online provided the date of purchase of the phone and the Mobisecurity software is the same and the registration is done within 7 days therein.
A. A soft copy of the policy can be downloaded or sent via Email to the customer
A. The admissible amount payable as per the policy less depreciation and salvage will be reimbursed to the customer. Any difference has to be incurred by the insured
10 working days from date of receipt of complete documents, subject to admissibility of the claim.
1. If the Handset is not connected to Mobile service network provider with a Sim Card.
2. War and war like operations including civil war
3. Nuclear perils or radioactive contamination
4. Any loss or damage resulting from overload, experiments or tests requiring the imposition of abnormal conditions
5. Gradually developing flaws, defects, marring or scratching of insured equipment, wear and tear from normal use or exposure
6. Willful act or willful neglect or gross negligence of the insured
7. Any loss of or damage to any electronic data and/or mobile phone software /operating system, storage media, data/records or similar intangible items unless damage to or loss insured item is covered within terms and conditions of policy
8. Loss or damage caused by electrical or mechanical breakdown; electrical failure or short-circuit
9. Any loss or damage caused by Terrorism & Sabotage perils
10. Loss of or damage to insured equipment which has had its serial number label and/or similar identification labels removed, defaced or altered
11. Theft committed by insured’s family member, domestic servant, employee and/or responsible representative
12. Loss outside territorial limits of India
13. Loss or damage which is covered under supplier, dealer or manufacturer’s warranty
14. Loss due to mysterious disappearance
15. Theft from any car except car of fully enclosed saloon type having at the time all the doors, windows and other openings securely locked and properly fastened.