022-28717171 / 022-62456666

1. What is the customer care number for service requests?

Customer care number is 022-28717171 / 022-62456666 or you can also send a SMS as “CALL (Space) <mobile number>”  to 52040 on which you wish us to call you back e.g. CALL xxxxxxxxxx or email us at service@biscootsecure.com or visit us on www.biscootsecure.com

2. Till when can I avail the service request for Theft Protection?

Protection is valid for 1 year from the date of purchase depending on the pack opted. You can avail your service request before the completion of the first year (depending upon the pack). For more information please refer to the Biscoot Service Pack document available in our website www.biscootsecure.com .

3. What should be done first once the mobile is Stolen?

Log on to the service request registration portal www.biscootsecure.com and fill in the details or call the help line number 022-28717171 / 022-62456666, to intimate us about the Theft within 48 hours.

4. What all documents are required to initiate service request for Theft Protection?

The complete service request process & documents required to be filled is available on our website www.biscootsecure.com and the same will also be shared with you over email.

5. Do I need to fill the documents online?

No. You need to take a printout and fill the documents.

6. Is it necessary to register a Theft complaint with the police?

Yes. To register your service request for Theft Protection, police complaint along with seal & signature is mandatory.

7. What all details are required in the police complaint?
  1. Date of registering complaint,
  2. Device User Name & Address
  3. Date of loss of device
  4. IMEI number,
  5. Mobile number,
  6. Detailed description of the incident,
  7. Seal & signature from the police authority.
8. Is SIM blocking confirmation necessary?

Yes. SIM blocking confirmation is mandatory. The format in which this requires to be submitted is available on www.biscootsecure.com (online service request shall be available post 15th August) and the same will also be shared with you over email during service request intimation.

9. Is there any time limit to procure the Police complaint and SIM blocking confirmation?

Yes. The Police complaint and SIM blocking confirmation should be procured within 48 hours from the date of Incident (Theft).

10. SIM card is on my Father/Mother/Brother/Sister/Friend's name? Will this be accepted?

Yes. SIM owner's name signature should be produced at the time of submission of all documents for a service request along with device owners and/or user ID proof.

11. Can a photocopy/printout/carbon copy of purchase invoice be produced instead of the original?

No. To initiating service request for Theft Protection Original purchase bill is mandatory without which your service request cannot be processed.

12. I do not hold any bank account. Can I give my joint account details?

No. Joint accounts are not accepted. Bank account under device owner name is mandatory for us or our administrator or our insurance partner etc to credit the theft service request amount.

13. What if I need any assistance in filling the forms?

You can call our Customer care number 022-28717171 / 022-62456666 anytime between 10.30 AM to 5.30 PM. Our Biscoot Protection experts will assist you for the same.

14. Purchase bill is in the name of my company. Do I need any additional documents while availing Theft Protection?

Yes. An authorization letter with seal & signature of the company on the company's letter head needs to be produced. Also, other supporting documents should be with company's seal & signature. Our Biscoot Protection experts will guide you - please call 022-28717171 / 022-62456666

15. Can I send the scanned copy of theft service request?

No. Only hardcopies are accepted

16. What if miss out on any of the documents? Will my service request be rejected?

No. Service request will be on hold until & unless all the required documents are not received. You will be informed on the missing documents. Service request TAT shall trigger only once all the documents are complied and complete in nature and there is no shortfall communicated from our side within 7 days between from the last documents receives by us.

17. Within how many days I need to send all the theft service requests to Mumbai?

The document needs to be sent within 21 days failing which we or our administrator or insurance partner reserves their right to consider/reject the service request.

Additional FAQs


1. After how many days of purchase of my handset can I purchase an Biscoot Secure Pack?

Biscoot Secure Pack should be purchased within 15 days of purchasing the handset.

2. Can the invoice be on my friend/relative's name?

Invoice should be on the beneficiary names as defined in our T & C.

3. My age is below 18 years. Can I still initiate a service request?

No. A person below 18 years cannot make a service request.

4. Can I submit my service request documents to the same outlet or platform from where I have procured Biscoot Secure Pack?

No

5. Are police FIR required for Theft Protection?

An FIR is not necessary but a police complaint is necessary for initiating service request for theft protection.

6. What is service request intimation number?

Service request Intimation Number is a unique number to identify and process your service request.

7. Within how many hours after theft can I call the support number to inform theft?

Theft should be intimated within 48 hours of the incident (theft).

8. Can I still initiate the service request process after 48 hours?

No, service request cannot be initiated after 48 hours of the incident.

9. Within how many hours after theft should I block my SIM?

SIM should be blocked within 48 hours.

10. Within how many hours after damage can I call the support number to inform damage?

Damage should be intimated within 48 hours of the incident (damage).

11. What types of damage are covered in the Damage Protection?

The types of damage covered in the Damage Protection are:

  • Accidental Physical Damage
  • Accidental Liquid Damage
12. What are the reasons for which the service request can get rejected?

The foremost reason for service requests getting rejected are:

  • Incorrect details given at the time of registration. Wrong name, Wrong bill amount etc. It is most important to avoid such errors
  • In cases of theft, delay in lodging complaints with the police.
  • Mismatch of details at the time of service requests - Mismatch of DOB, IMEI number , showing that the mobile owner is a minor ( below 18 years of age) all lead to DELAY / REPUDIATION of service requests.
  • Theft happening without a SIM card.
1. Till when can I initiate service request for my Damage Protection?

Protection is valid for 1 year from the date of purchase. You can avail your service request before the completion of the first year. For more information please refer to the Biscoot Secure Pack document available in our website www.biscootsecure.com .

2. What is the customer care number?

Customer care number is 022-28717171 / 022-62456666 or you can also send a SMS as “CALL (Space) <mobile number>”  to 52040 on which you wish us to call you back e.g. CALL 9988776655 or email us at service@biscootsecure.com or visit us on www.biscootsecure.com .

3. What should be done first once the mobile is Damaged?

Log on to the service request registration portal www.biscootsecure.com and fill in the details or call the help line number 022-28717171 / 022-62456666

4. What all documents are required to initiate service requests for Damage Protection?

The complete service request process & documents are available on our website www.biscootsecure.com (online service request shall be available post 15th August) or helpline team will be more than happy to assist you, just dial 022-28717171 / 022-62456666 between 10.30 am to 5.30 pm from Monday to Friday except public holiday.

5. Is estimate quotation from Authorized service centre necessary?

Yes. A quotation with part wise break-up of the damaged parts is mandatory.

6. What all details are mandatory in estimate quotation?

The required details are:

  • Date,
  • Device Owners Name
  • IMEI number,
  • Part wise break up of quoted amount
  • If taxes are charged clear breakup of TAX
  • Seal & signature from the service centre.
7. Where do I need to send all the documents?

The scanned copies of the documents need to be sent on service@biscootsecure.com

8. Shall I get my mobile repaired after sending the documents?

No. An approval mail will be sent by us with the approved amount & approval type, post which the mobile can be repaired.

9. What is approval type?

There are 2 types. Service request is either approved on Repair basis (if repair cost is below maximum liability) & Total Loss Basis (Beyond economic repair when the repair cost is above maximum liability)

10. How to proceed if my service request is approved on Repair basis?

Get your mobile repaired from the same service centre and pay your contribution to service center. Unless you do not submit the original hard copy of service request documents payment shall not be made or in case of cashless repairs, the device shall not be delivered.

All couriers shall be made to us, which shall be provided to you on the approval email or on our helpline 022-28717171 / 022-62456666

Ensure that photocopies are kept of all the documents that are being couriered.

11. How to proceed if my service request is approved on Total Loss basis?

Submit the damaged handset including the box and all accessories along with the hardcopy documents and original mobile bill. Submission can be either deposit at our cashless service center or courier, completely at our sole discretion

All couriers shall be made to us, which shall be provided to you on the approval email or on our helpline 022-28717171 / 022-62456666

Ensure that photocopies are kept of all the documents that are being couriered.

12. Service centre is not providing the damaged part. What should I do?

If Service request is approved, then the damaged part becomes our property. Service centre has to provide it. If service centre is not providing the same kindly take an acknowledgment on the service centre letter head for not issuing the damaged part. Approval/Rejection/Penalty is solely at our discretion.

13. I do not hold any bank account. Can I give my joint account details?

No. Joint accounts are not accepted. Bank account under device owner name is mandatory for us or our administrator or our insurance partner etc to credit the theft service request amount.

14. Purchase bill is in the name of my company. Do I need any additional documents while initiating service request for Damage Protection?

Yes. An authorization letter with seal & signature of the company on the company's letter head needs to be produced. Also, other supporting documents should be with company's seal & signature.

15. What if miss out on any of the documents? Will my service request be rejected?

No. Service request will be on hold until & unless all the required documents are not received. You will be informed on the missing documents. Service request TAT shall trigger only once all the documents are complied and complete in nature and there is no shortfall communicated from our side within 7 days between from the last documents receives by us.

16. How much amount am I eligible for?

As per service request procedure under the Biscoot Protection, approval for repair will be given by us or our administrator or our insurance partner (if any) after scrutiny of estimate and scanned documents submitted in support of damaged handset. Depreciation is applicable as per the defined slabs depending upon the age of handset. For Depreciation slabs you can check the Biscoot Secure Pack handout.

17. How should I proceed for Cashless Service Request?

Register a damage complaint on the call center number 022-28717171 / 022-62456666. Depending on your location the customer service team will help you with the details on the formalities that require to be completed.

Additional FAQs


1. Why is excess charged during a claim?

It is a mandatory contribution paid by claimant, charged by every insurance company to claimant.

2. After how many days of purchase of my handset can I purchase an Biscoot Secure Pack?

Biscoot Secure Pack should be purchased within 15 days of purchasing the handset.

3. Can the invoice be on my friend/relative's name?

Invoice should be on the beneficiary names as defined in our T & C.

4. My age is below 18 years. Can I still initiate a service request?

No. A person below 18 years cannot make a service request.

5. Can I submit my service request documents to the same outlet or platform from where I have procured Biscoot Secure Pack?

No

6. Are police FIR required for Theft Protection?

An FIR is not necessary but a police complaint is necessary for initiating service request for theft protection.

7. What is service request intimation number?

Service request Intimation Number is a unique number to identify and process your service request.

8. Within how many hours after theft can I call the support number to inform theft?

Theft should be intimated within 48 hours of the incident (theft).

9. Can I still initiate the service request process after 48 hours?

No, service request cannot be initiated after 48 hours of the incident.

10. Within how many hours after theft should I block my SIM?

SIM should be blocked within 48 hours.

11. Within how many hours after damage can I call the support number to inform damage?

Damage should be intimated within 48 hours of the incident (damage).

12. What types of damage are covered in the Damage Protection?

The types of damage covered in the Damage Protection are:

  • Accidental Physical Damage
  • Accidental Liquid Damage
13. What are the reasons for which the service request can get rejected?

The foremost reason for service requests getting rejected are:

  • Incorrect details given at the time of registration. Wrong name, Wrong bill amount etc. It is most important to avoid such errors
  • In cases of theft, delay in lodging complaints with the police.
  • Mismatch of details at the time of service requests - Mismatch of DOB, IMEI number , showing that the mobile owner is a minor ( below 18 years of age) all lead to DELAY / REPUDIATION of service requests.
  • Theft happening without a SIM card.
1. What is BSS extended warranty?

Biscoot Security Solution is an extended warranty program that extends the life of your favorite device. It ensures that when your favorite device stops working as intended - you don't have to worry about getting it working again.

2. Why should I buy BSS extended warranty?

Biscoot believes that your devices like Smart Phones, Laptops etc. are in many ways an extension of your personality and your ability to connect with the world. Over time, with increasing complexity, these devices are more likely than ever to fail. Hardware failures, malfunctioning touch screens, dysfunctional wifi antennas are becoming the norm and Biscoot Security Solution offers protection against all failures for the life cycle of your device.

3. What products are covered by BSS extended warranty?

Biscoot Security Solution will offer to protect your Smartphones, Tablets, Laptops. Only the brands which are offering 1 year brand warranty in India

4. How long is BSS extended warranty applicable for?

Biscoot Security Solution’s cover commences as soon as the manufacturer's warranty ends. It is valid for additional 1 year after which ending of manufacturer's warranty

5. What does BSS extended warranty cover?

Biscoot Security Solution covers all the manufacturing defects including hardware and electronic failures during the period of coverage. It, essentially, replicates the manufacturers warranty for an extended period of time.

6. What is not covered under BSS extended warranty?

Biscoot Security Solution does not cover accidental & liquid damages, malfunctioning accessories, batteries, unauthorized repairs, theft or any other conditions that cause the manufacturer’s warranty to void.

7. What is the customer care number?

Customer care number is 022-28717171 / 022-62456666 or you can also send a SMS as “CALL (Space) ”  to 52040 on which you wish us to call you back e.g. CALL 9988776655 or email us at service@biscootsecure.com or visit us on www.biscootsecure.com .

8. My device has failed, what do I do?

Don't worry! You can create a service request by calling us at 022 28717171 or 022 62456666 or by writing to us at service@biscootsecure.com or Text CLAIM/CALL to 52040

9. What all documents are required for claim?

The complete claim process & forms are available on our website www.biscootsecure.com as well as on our App.

10. Where will the device be repaired?

Biscoot guarantees that all devices will be fixed using genuine spare parts only. Mobile Phones, Tablets, Laptops will be repaired at Authorized Service Centers only.

11. What about parts, are they going to be genuine?

All devices will be repaired using genuine spare parts only. There are no exceptions to this rule.

12. I want to sell my device, what happens to BSS extended warranty?

No, your Biscoot Security Solution is not transferable

13. I just bought an BSS extended but I changed my mind, can I get a refund?

No. Once purchased, your Biscoot Security Solution is not refundable

14. When can I purchase BSS extended warranty?

One can purchase BSS EW from the date immediately after completion of 1 year from device purchase date till the next one year subject to app/product/services are registered/activated within 300 days from the purchase of the device.

15. I purchased device in Dubai, Am I eligible to buy BSS extended warranty?

No, Device should be purchased within the territory of India.

16. I wish to gift a phone to my friend. Can I buy BSS extended warranty?

Yes,. To avail the cover, you are advised to buy the phone and Biscoot Security Solution in your friend’s name.

17. While updating my phone, I lost all my data. Will BSS extended warranty cover my lost data?

No. Biscoot Security Solution will not cover any lost data, wear and tear , cosmetic damage, etc

18. Is, there any compulsory deductible, which I need to bear?

No. There is no compulsory deduction in Biscoot Security Solution

19. Is there any depreciation for My Service Request?

If the final settlement done under total loss, flat 30% of the invoice value will be deducted.

20. My phone was being used by my friend and it stopped working? Am I eligible to avail the benefits of BSS extended warranty?

No, currently the cover is offered to family members only i.e. Purchaser/Owner of the handset, Spouse and their children. In case the equipment is purchased along with Biscoot Security Solution by a company, then any authorized employee of the company is eligible to have benefit under the terms.

Contact Us

  • 022-28717171 / 022-62456666
  • service@biscootsecure.com
  • SMS CALL TO 52040SMS CLAIM TO 52040
  • Shotformats Digital Productions Pvt. Ltd.
    Express Zone, A wing, 4th floor - 409
    Western Express Highway Goregaon (E) 400063.