Fonesafe Classic – Claims FAQs

Q. Can the benefits of Fonesafe Classic be extended beyond 1 year?

A. No. The tenure of Fonesafe is 1year only.

Q. How do I register a claim if I accidentally damage my mobile device?

A. In an event of device damage customer to login with registered Membership No./mobile No. on the
following portal to file a claim for the same.
https://www.cppwebservices.in/Claim/CONSUMER/Login.aspx
You can alternatively call on CPP Helpline Number: 1800-258-3030 (Monday - Sunday, 11am to 9pm).

Q. What are the documents required for Accidental & Liquid Damage Protection?
A. Below mentioned are documents required for Claim processing:
1. Completed Claim Form
2. Statement of Incident, explaining the incident and how it occurred.
3. Device Repair Bill (original) from the authorized service center
4. Device Purchase invoice (original)
5. Damaged device photographs (front and back), clearly displaying the damage and device IMEI
number
6. Photo identity proof, such as copy of PAN Card, Driving License and Aadhaar Card
7. Copy of Cancelled cheque with Customer name and bank IFSC Code printed on it.
8. Any other additional documents as required by the insurer

Q. How to file a link on the Claims portal?

A. Follow the below steps to Register your claim:
1. Enter your Membership No. / Registered mobile No., click on Get OTP. Login using your registered
mobile no. and the OTP received
2. To create a new claim against a device displayed, click on Create claim on. Enter incident date,
details & click on Create Claim.
3. You will receive a Service Request Number (SRN) via an e-mail and SMS
4. Visit a brand authorized service center and get the device repaired. After visiting the authorized
service center Login to the portal to submit documents*
5. Click on Claim Filing & Status. Click on Fill Form against your SRN/Membership No.
6. Fill the form details & upload the repair Bill. Click on Next. Fill the details & upload the Original
Invoice and a Cancelled cheque copy. Click on Submit.
7. Download documents & fill these forms:-
Insurer Claim form | NEFT / Bank Mandate form | Statement Incident Form
8. Click on Print address and paste the printout (with the barcode) onto the envelope containing the
physical documents.

Send to: CPP Assistance Services Pvt. Ltd., CPP Claims Cell, D-139, Okhla Industrial Area, Phase 1, New
Delhi - 110020
*If the device cannot be repaired after visiting the authorized service center, please provide the estimate
provided by the service center
Q. Can the IMEI be changed in the Membership?
A. Yes, in cases where handset is changed or replaced due to the manufacturing defect.
Customer should update the IMEI immediately with CPP - Once a claim is intimated, IMEI cannot be
changed, till the time the current claim is closed.

Q. Customer has not received the Membership, how to proceed with claim?
A. Membership is not required for making the claim, customer can verify other info and register his
claim.

Q. Customer does not have money for repairs, can the claim be processed basis the repair estimate?
A. Customer has to get the repair done on his own from authorized service center and claim the repair
amount.

Q. Phone is irreparable, how to proceed with the claim?

A. In case of irreparable claim, case will be processed as total damage. Claim needs to be registered on
Claims Portal and all documents have to be uploaded.

Q. Customer filled the wrong Incident date in the documents, can he send the form again?
A. No. There can be no changes in claim documents, once it’s submitted.

Q. What is name mismatch affidavit?

A. When there is a difference in the customer’s name as it appears on the bank account and on
FoneSafe Classic Membership, affidavit is required on minimum INR 10 stamp paper.

Q. Is it mandatory to get the NEFT form signed and stamped by bank branch?
A. Yes, it is mandatory to get the NEFT form signed and stamped by bank branch.

Q. Can FoneSafe Classic membership be transferred to someone else?

A. No, Membership cannot be transferred