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MouthShut Score

14%
1.14 

Customer Service:

Claims Settlement:

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Range of Plans:

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Avoid - hassles with Claim settlement
Jan 05, 2021 05:20 PM 142 Views

Customer Service:

Claims Settlement:

Premium:

Range of Plans:

Staff Attitude:

A few challenges with this insurance provider during claims process:


Pros:




  1. Claim was registered instantly and claim number was sent via SMS




  2. Showed genuine concern, inquiring about mine and family's health after car accident






Cons:




  1. Outright refused cashless claim - said we dont provide cashless claim for cars over 8 years old(?). I asked to send me in writing. Didnt send and such policy terms and conditions. Clearly lying.




  2. Asked to send a written request for cashless claim - never responded to this email.




  3. Car was put for repairs at company-authorized workshop. Changed surveyors 4 times during the process. Each time had to deal with a new person and explain the history all over again. Since the claim amount was high, the surveyor was trying to convince me to move the car from authorized workshop to a cheaper workshop(so that they have to pay less)




  4. Reused cashless eventhough the car was repaired at one of their network workshops, which also was company-authorized workshop.




  5. Did not send me any insurance liability calculation while the car was being repaired. I had to pay entire amount out of pocket.




  6. After car was repaired, and all documents submitted by workshop, the hassles begain again to get the claim settled. Their SLA is 1 week for settlement.




  7. Numerous follow-ups(over 20) to simply get the liability calculation and confirmation. Took over 2 weeks to get this. Even that had a mistake as they had not computed the labor costs(100% paid) in the liability calculation. They also deducted 10% for metallic parts as salvage costs. Couldnt argue about this as IRDA has no rules on Salvage.




  8. Meanwhile, I submitted a complaint on their website shriramgi.com(corporate headquarters). A week later, things suddenly changed as they actually acknowledged my complaint and assigned a senior manager to resolve my concerns. From here on, things were smooth. The manager proactively communicated and got my claim settled.




  9. But in all this, the payment of claim was done on previous calculation(minus the labor costs). So again follow-ups to get this rectified.




  10. Took another 2 weeks to get the difference in amount credited to my bank account.






In effect, over 4 weeks since the car was repaired, the claim was settled.


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