May 26, 2010 05:16 PM
10300 Views
The Hyundai dealer from whom I bought my car had a tie-up with Royal Sundaram and I ended up with the policy. Since I did not have any claims in the first year, I decided to renew the same and was delighted with the quote they gave. Added to that the online renewal which I found very useful. For last 2 years, I had no claims and hence no interaction with Royal Sundaram. All was smooth with the online renewal.
Come evening of April 21st 2010, Bangalore rained cats & dogs and my car came under a BIG cement block from 3 floors above damaging the bonnet, windshield and head lamps. On the inside, the air filter, wiper assembly and more plastic parts were damaged. Luckily it was in the parking lot of my office and no one was in the car when it happened. After screaming at my facility manager, it was time for insurance claim.
I went online, downloaded the claim form, called the helpline and told them about the incident and attached all documents including RC copy, driving license, pictures etc. I was told no inspection at site is required and I can leave my car at Trident Hyundai (next street). All this was done on April 22nd itself.
I was told by Trident the Surveyor had a look at the car on 23rd April and an estimation was done on the same day. Then I waited, waited and continued to wait for 4 days. Frustrated I called the helpline and asked what happened. I was told that original documents were not provided for verification! The surveyor wanted me to come down to their office and show the originals, which I refused. He then asked me to hand over the same to Trident Hyundai, which I again refused saying who will take responsibility for the documents and suggested he come down to my office, which is on the next street or I will come to the service station when he is around. With great difficulty and help from Trident, the surveyor finally came and checked the documents.
Another 2 days later, I was told that approval was given for repair. On opening the front end, Trident found that the AC condenser & radiator mesh has a damage and has to be replaced. Royal Sundaram (RS) contested the claim stating that the damage is not result of this accident. My position on the same was, I have driven all 25, 000 kms in the last 3 years and no accident has happened. How can RS claim otherwise. Moreover, all 3 years RS has been the insurance provider & how does it matter when the accident has happened? I was told by the Surveyor that the damage is not serious and no replacement is required. I asked him to give the same in writing and told him to follow Trident's advise since we both are not automobile experts!
The problem was not resolved for another week and I decided to call his seniors. The surveyor (Mr. Vivek) gave all reasons including, I will call you back, I am on leave, I am dropping my kids to school, I forgot (wow!!!), his senior is out of town etc etc. He finally relented after another 3 days. I called Mr. Ravi and asked him for an explanation and he kept asking me for reason for damage. Finally I asked him what I need to do to resolve the issue and he asked me to put a fresh claim and "i will see what to do" and not to mention, "please read the insurance policy".
Amazingly after couple of days more, both my claims were accepted!!! and then began my problems with final billing and delivery of car. The surveyor wanted to be present at the service station when the billing was being done, but would not show up. The servicing was completed, but I could not take my car since billing was not complete!
I had to threaten legal action and then they finally moved. It took them exactly a month to close the issue. I had given the claim for on April 22nd and got the car back on May 21st 7:30pm. What is surprising is that i did not receive even one call from Royal Sundaram in that entire month!!! I do not even know my claim number and I am expected to receive detail in the next few weeks!!! They paid me 33, 000 of the 50, 000 odd claim and I will only find out later what deal I have got.
Next renewal will not be Royal Sundaram.
