Jul 07, 2015 12:44 AM
40300 Views
I am feeling very sorry to inform you people that despite being a reputed Insurance Company, services and customer support provided by you are pathetic.
Below is the Insurance claim proceedings which happened and despite fulfilling all askings from your surveyor, still you people are fooling me around without providing exact ETA when I will be getting my Claim amount.
My bike got stolen on 19/03/2015 from Sector 29 Gurgaon HaryAnasultan. I informed about the same to ICICI Lombard on20/03/2015 afternoon.
You people claim that your post information about theft to ICICI Lombard, surveyor will contact Customer in 48hrs, utterly false. Your surveyor(Mr Ajay Sharma sent Manish Kohli) to my place on 09/04/2015 for collecting documents.
Mr Manish Kohli's attitude is like as if he is oRobotouchging me on coming to my place. One of his statement while collecting documents from me is "You are the one where I wasted so much time, in this time I could have collected documents from 3 more people.".
I provided him(Manish Kohli who will be giving the same to Ajay Sharma) following documents in 1st slot on 09/04/2015
1) Original RC
2) Original bike keys 2 in numbers.
3) Original Invoice Purchase copy of Bike.
4) Original Service History document,
5) Original FIR
6) Original Insurance copy
7) 1 Cancelled Cheque of ICICI Bank.
8) 2 Photographs
9) Photocopy of Previous Insurance Company(Bharti AXA)
10) Photocopy of Driving License+ Aadhar Card
11) Form 26, 28, 29, 30 duly filled.
12) 2 Proof of Identity letters by my Land owner and by my Neighbourer(Original duly signed)
13) I Whatsapp him(as asked by Manish Kohli) 2 photographs of mine displaying site where my bike got stolen i.e. Sector 29 Gurgaon HaryAnasultan.
Mr Ajay Sharma asked me on call to sent rest of the documents to him by courier or by speed post on his home address mentioned below. I with the intention of getting acknowledgment for remaining documents sent my Colleague to his place physically. He while delivering documents asked for acknowledgment from Mr Ajay Sharma by signing on the acknowledgment document provided to me(with signature of Mr Manish Kohli) when I submitted first slot of documents. He refused to do so and took document from my colleague saying that "He will give me call back later as right now he has to leave to metro station to pickup his relatives.". My colleague left from his place post delivering document to himwithout his acknowledgment as told by him.
On 10th May 2015 I submitted following documents:-
14) Original Final Report by Police
15) Indemnity cum declaration undertaking form on Rs 200 Stamp Paper duly signed by me leaving amount unfilled as instructed by Manish Kohli when he visited my place first time.(Reason and clarification for leaving this amount column blank can be obtained from your Conversation recordings between Mr Kapil from Mumbai office Escalation Department and me, Conversation/ Call ID: 270520151726) .
16) Original RC Particular issued by RTO Bangalore Karnataka.
17) Copy of Safe custody letter to RTO Bangalore, Karnataka.
Mr Ajay Sharma(surveyor) told me that within 45 days from 10/05/2015(day when all documents are received by surveyor) amount will be NEFTed to my account i.e. on or before 25/06/2015. On asking how will I get to know status of my claim in the mean time? Will I be getting any information from surveyor or from ICICI Lombard, he told me no need to contact him or to customer care, no information will be furnished to you till that date. I have to wait till 25th June(Sounds very strange about service and statements like this).
Post that several time I called ICICI Lombard Customer Care to obtain details about status of my claim but every time I hear from them "Sir either please contact to your Surveyor or to mAnasultanger of Surveyor, we can only provide you information that your claim is under process"(as if it is my duty to called each and every person from ICICI Lombard begging for my Claim money).
I called several time to your CC for status some Reference number for conversation are 26032015931 talked withGangadhar same old reply "Its under progress", Call ID: 270520151726 talked with Kapil, he took Mr Ajay Sharma on con call asking the reason why he asked documents to be provided to him on his home address but no convincing reply, also he asked Mr Ajay Sharma to provide me update within 24 hours for which I never got call back from him shameful and untrustable services. On top of it, when I called Mr Ajay Sharma after some days asking status of my claim, he asked me to provide conversation recording of number 100 which I called for reporting theft of my bike(Instead of he calling me and informing about this missing document or recording if required for my case). I furnished him SMS screenshots putting it in a document which he asked me to mail it on his Personal EMail ID i.e. ak_sharma576@yahoo.co.in. and he again reiterate "wait till 25/05/2015 maximum money will be NEFTed to your account".
Even your Customer Care and Escalation Department are not consistent in furnishing information about Claim status.
I had conversation with Kapil before 25/06/2015 from Escalation Department Mumbai, he told me that current status of my claim is Its approved and will be sent to aishwaryasingh23ment team soon money will be Cred824ited to my account and exact date for the same he will arrange call back from his side and will let me know within a day time(I never got callback for the same). On 25/06/2015 I called again to your Customer Care and talked to Dimple from Escalation Department Vashi Mumbai, she provided me exactly opposite information as provided by Kapil, she told me "Wait for a month more to get claim as it is under process normally it takes 90 days for claim to get settled and she told that you have been furnished with wrong information before. Even when Dimple con called Mr Ajay Sharma and Me, he was stating his own part of story that MAnasultangers here in ICICI Lombard office are quitting jobs so that why this delay normally it gets settled in 45 days."
While emphasizing Dimple to communicate exact status she asked me to call Mr Ajay Sharma's, MAnasultanger here in Delhi i.e. "Charu mittal: 9711601094, she is handling my case. On calling her she said she is not handling my case call Ruchika: 08377056258, when I called her she said that generally it takes 90 - 120 days for claim to get settled. But since its a month end so she can't provide me exact date when Claim will get settled. She told me that she will be calling me back on 1st July 2015 for status."
Now after escalating this matter on Facebook and by other means, Ruchika started looking into my file after so much delay and now she is asking from me to submit the call recording of Police No.100 which I called when bike got stolen. If this document was so essential then what were you people doing for all this time when I was continuously asking about any pending documents which you need from my side. You just want to delebrately delayin claim settlement, your services are utter worst.
I will never recommend my friends and Office Colleagues about ICICI Lombard. It is a company whose services are not at all reliable and shameful, even escalation Department is trained to fool customer and extract money from them while opening new Insurance, but the real picture is entirely opposite these people believe in not providing resolution rather complicate things as much as they can.
Because of their unnecessary delay I am facing a hard time both in Personal and Professional Life. Due to unavailability of Bike and Claim amount I am unable to plan purchase of new bike. Expecting immediate claim amount from ICICI Lombard.
Sachin Gupta
Mobile Number: 9958095444
