Mi Phone Protection

Frequently Asked Questions on Mi Protect

• 1. What all benefits are provided under Mi Protect?
  Mi Protect covers your Xiaomi device against any kind of accidental and liquid damage. It also provides you an array of other benefits as mentioned below:
  1. 24x7 call center support to report damages
  2. One call to block your SIM from anywhere in the world
  3. SIM misuse cover of up to ₹ 3000
  4. Accidental and liquid damage protection
  5. Doorstep pickup and drop for repair
  6. Smartdevice assistance to resolve all your Xiaomi device related queries
  7. DocuSafe of up to 1GB to store and access all your important document from anywhere in the world

• 2. How do I activate Mi Protect?
  Your Mi Protect membership will be automatically activated. If you have purchased Mi Protect along with the phone, you would receive the activation email within 24 hours of product delivery. If you have purchased the Mi Protect within 3 days of phone delivery, you will receive an activation email within 24 hours of purchase.
  
  If you have not received the activation email from OneAssist within the stipulated time, please reach out at 1800 123 3330 or 0 8080 333 333 immediately.

• 3. Which devices are covered under Mi Protect?
  Mi Protect is available for all Xiaomi devices sold only on mi.com/in

• 4. What is the validity of Mi Protect?
  Mi Protect is valid for 1 year from the day the membership is activated.

• 5. What is the eligibility of the customer for Mi Protect?
  The purchase should be made within 3 days of device delivery. As per the rules of Govt of India, the Customer is eligible to get into the insurance contract only if he is over the age of 18 years at the time of Plan activation and is a resident of India.

• 6. My device is under manufacturer's warranty, why do I need Mi Protect?
  Physical damages like screen or any hardware damages due to liquid spill etc. are not covered under manufacturer’s warranty and may cost you subsequent repair charges. Mi Protect covers you against accidental and liquid damages throughout your membership.

• 7. Do I need to pay any additional charges when claiming the protection (in case of accidental / liquid damage)?
  As per standard claim guidelines, you would need to pay a nominal fee of 10% of the repair cost. When you claim the protection against your damaged Xiaomi Devices for which Mi protect plan has been purchased. For example, if the device repair cost is ₹ 6000, then you would need to pay ₹ 600 directly to One Assist. Please refer to the detailed Terms and Conditions to know applicable excess charges.

• 8. I bought a new Xiaomi device; can I transfer my Mi Protect membership to my new device?
  Yes, Mi Protect gives you the advantage to transfer your remaining period of membership to your new Xiaomi device. The new device has to be bought from mi.com/in only. Just call OneAssist customer support at 1800 123 3330 or 0 8080 333 333 to place a membership transfer request. The fee for the remainder of the period for the new Xiaomi device will be communicated to you once you provide OneAssist with the invoice of the new Xiaomi device.

• 9. Can I cancel my Mi Protect membership?

  Your Mi protect membership will be cancelled automatically if the order is cancelled. Mi protect cannot be cancelled separately.

• 10. I have purchased a device, can I purchase Mi Protect separately now?
  You can purchase Mi Protect only within 3 days of your Xiaomi device getting delivered from mi.com/in.

• 11. My device is more than 1 year old, can I buy Mi Protect now?
  Mi Protect is available only within 3 days of your Xiaomi device getting delivered from mi.com/in.

• 12. How do I claim for Accidental or Liquid Damage?
  Please call OneAssist customer service number 1800 123 3330 or 0 8080 333 333 to report the damage within 48 hours. 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.

• 13. The screen of my Xiaomi device is damaged accidently, do I need to pay for its repair?
  OneAssist will arrange for the pick-up, repair and delivery of the damaged device at your doorstep. You just need to pay nominal excess charges as per the terms and conditions shared with you during the time of activation. The nominal excess charge is the insured share of the liability which customer needs to pay as per insurance guidelines

• 14. When do I get to see the Terms and Conditions of Mi Protect?

  At the time of activation, you will receive a welcome mail with your membership details and a detailed Terms & Conditions link.

  You can also see the Terms and Conditions at https://www.mi.com/in/about/miprotecttc/

• 15. I have already made a claim under Mi Protect, am I allowed to make another claim?
  Yes, you can make another claim (up to 2 claims) during the tenure of your Mi Protect membership, provided your previous claim was not settled under Total Loss or Beyond Economic Repair category.

• 16. What is Total Loss or Beyond Economic repair category?
  Total Loss or Beyond Economic Repair is when the repair cost of the handset is more than 80% of the invoice value. You will get applicable amount as per the depreciation chart given in the Terms & Conditions for your handset.

• 17. What is not covered under Mi Protect plan?
  The scenarios which won't be covered under Mi Protect are…

  1. Loss or damage to the device due to mysterious circumstances / disappearance or unexplained reasons.
  2. Fraud or criminal activity on the part of the Insured (the customer).
  3. Claim on device during the hire or loan of the insured device to a third party.
  4. Loss resulting from detention or confiscation by customs or other Government or public authorities.
  5. Any failure of the Device to operate as a result of problems with respect to the network infrastructure, Subscriber's network subscription or similar service issues.
  6. Loss of or Damage to the Device that is registered in the name of a Corporate Entity, unless a nominee has been appointed by them as a Bona fide user.
  7. 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 Bona fide Subscriber having knowledge of such acts.
  8. Consequential loss of any kind or description.
  9. Liability to any party of any nature including but not limited to liability of Authorised Service center to other parties. OneAssist will get the device repaired in case of any failure of repair.
  10. Loss or damage caused by incorrect storage, poor maintenance, willful negligence, incorrect installation, incorrect set-up, unless the Authorised Service Center representative would confirm otherwise with due substantiation.
  11. Loss or damage as a result of attack by un-authorised software/virus, software faults and manufacturing defect owing to which a device fails to operate.
  12. Loss or damage that is covered by a supplier, dealer or factory warranty.
  13. Any loss if the ownership of the device is transferred.
  14. Any consequence arising from War, War time 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.
  15. 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.
  16. 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.
  17. Any type of self-repair or attempted self-repair.
  18. Mechanical or Electrical Breakdown or electronic derangement or malfunction unless caused by an external accidental means or liquid.
  19. Penalties of delay or detention or in connection with guarantees of performance or efficiency of the device.
  20. Intentional overloading of the instrument. Loss or damage due to any experiments or tests and/or alterations resulting into any abnormal conditions.
  21. Cost of Replacement of Battery unless caused by an accidental or liquid damage to the Device.
  22. 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 Device from damage.
  23. Any manufacturing defect which is covered under Manufacturer's warranty Product defects whether latent / inherent or not.
  24. Any loss of or damage to the SIM card / memory card unless caused by an insured peril.
  25. Loss or damage to accessories unless they are attached to the Device.
  26. Internal leakage of the battery, unless caused by an insured peril. Damage occurred while the Device is situated outside India providing the Customer is a Non Resident Indian.
  27. Any instance where you are not a resident of India at the time the Damage occurred.
  28. Any loss the named Subscribers may suffer or cost to the Subscriber for:
      • Damage to, or costs or charges, when repairing or replacing aerials or battery chargers where these items are the only part of the device that have been Damaged or stolen;
      • any Damage caused by any deliberate act or negligence by the Insured Member(s), their employees or any person using the device with their permission;
      • costs or charges when replacing car kits or car Devices and other accessories which can no longer be used with the device;
      • costs involved in returning the device for repair, or collecting the device once it has been repaired;
      • costs caused by the device being routinely serviced, inspected, adjusted or cleaned;
  29. Any loss related to indemnification for the Value added services
  30. 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.

• 18. What is BER (Basis of Partial loss) Cases ?

  If Repair cost of the device is more than 80%, such cases are eligible for BER case.Loss or damage to insured device shall be settled at market value or Sum Insured or Invoice Value whichever is the lowest, after charging the depreciation as per the depreciation chart below and in no case, will be more than the Sum insured.

  Depreciation Chart: Applicable only for Total loss cases [To any instrument / component]

  Age of the Insured Device	Depreciation %
  Up to 6 months	20%
  6 months to 1 year	30%
  1 year to 2 year	40%

  Age of the Insured Device	Depreciation %
  Up to 6 months	20%
  6 months to 1 year	30%
  1 year to 2 year	40%

• 19. What are the cities where Doorstep Pick up and drop Services are available ?

  Open pick up Locations - Mumbai, Thane, Navi Mumbai, Bangalore, Hyderabad, Secunderabad, Chennai, Delhi, Gurgaon, Noida, Ghaziabad, Chandigarh, Ahmedabad, Pune, Kolkata and Faridabad ( Municipal limit pincodes of these cities)

  Mail In / Self Ship Services : Rest of India except above mentioned cities and pincodes