Dear Sir,
I am just being mentally harassed and being made to run for my money from pillar to post by Aviva Life Insurance.
By way of introduction I am Sandip Roy and I held 3 Aviva Life Insurance Policy. All three policy was surrendered and in the policy surrender form I requested for the payment to be made to my NRE Bank Account. Required information as requested by Aviva was all given and scanned photocopy was also provided to them. This took place on the 13th of April. Today it has been 25 days since the surrender and I havent received my money.
Numerous letters have been sent to Aviva but all you get as an email repsonse is a cut / copy / paste reply. Aviva Officials are also very uncouth and do not know how ot speak to their customers. You will find series of my communications along with them and see how unresponsive they are being.
I am writing to you in complete desparation to help me get my money back and help me receive the right justice.
Kind Regards,
Sandip Roy
******************* communications to Aviva ***************************
On Mon, May 7 at 2:16 PM, Sandip Roy wrote:
Gents
I have not had any intimation over my case and I do not seem to understand where we are over the pending concerns.
Can someone act with some responsibility here and do what is required to fix the mess.
I expect a phone call from an Aviva member to explain what is happening over the Surrender Policy Value and the compensation of loss of revenue.
Thanks
Sandip
On Mon, May 7 at 9:43 AM, Sandip Roy wrote:
Morning,
I have not had any update yet over my current standing.
I expect a phone call made either to myself (0097150 1400901) or to Ms Nisha (9833880478) with appropriate update over
1) Credit of my Policy Surrender Value to my NRE Account
2) Compensation for loss of revenue -- now standing on 26 days.
This is just ridiculous and I can only hope that someone reading this acts as a responsible representative if Aviva and gets the act right and in action.
Regards,
Sandip
On Sat, May 5 at 3:01 PM, Sandip Roy wrote:
Dear Representative of Aviva,
I am currently very tired and extremely disgruntled with the manner I have been treated by Aviva. All I get to hear from anyone I speak to in customer service is a copy / past reply which now has me with zero trust and faith in your customer service team.
After a series of emails and chase from my end, which I have enclosed in here for your quick reference, I have now been asked to ensure an email goes out to the complains team as well.
As of last evening I received a call from Mr Manmohit Singh (Finance Office Gurgaon) who has told me that I will now receive my money in my NRE Account only on the 8th of May. I am amazed that I have to wait this long for my money in spite of mentioning this requirement clearly in my policy surrender form.
Despite being promised my Mr Manmohit Singh that he would send me this confirmation as given by him over telephone, in email I am amazed that once again I am let down by Aviva as I have yet to hear from him or anyone else.
I want to know how is Aviva going to make good all this loss they have create for me. Starting with my policy surrender value which needs to be credited to my NRE Account and then the loss of interest which I have now borne due to non receipt of my money since the 13th of April.
I want a concrete reply and I am not going to let this go.
Regards,
Sandip
00971501400901
On Fri, May 4 at 9:30 AM, Nisha Mendonca wrote:
Dear Diju,
As per our discussion, I understand that the case is now with your finance team to execute the credit of 25L. As I mentioned to you, I would require you communicate the urgency of this case and have this closed on absolute top priority today. Also, as discussed, I need to informed about the progress on this – the queue at finance and confirmation of credit.
I do appreciate your involvement to get this sorted out and I am counting on you to have this credit done today itself.
Dear Customer Service team,
I would urgently require an update on the status of compensation (reference trailing email) owing to the extreme inconvenience your company has put us through and the loss of money due to delay in transfer of funds. All formal documentation has been completed as per your requirement. Please have the compensation credited into Sandip's NRE account, the details of which have been provided to you on multiple instances.
Please call me on 919833880478 for any clarifications.
Regards,
Nisha Mendonca
On Thu, 03 May 16:49:17 0530 wrote
>
Dear
Diju,
Thank you
so much for your email.
Trust you
will understand my frustration as all I keep hearing in polite terms is '' We
will keep you updated on the progress ''... but I do not see any progress at
all. I am yet standing on ground zero with surrendered policies and no money in
my account. I may also mention Diju, this is my hard earned money and I have
already now lost 20 odd days of interest over the same.
To add to
my misery I have so called responsible officers speaking in a very impolite
tone to my family member - to quote Mr Rajaram who was extremely rude to Ms
Nisha Mendonca in person stating '' Sandip can go complain to the Consumer
Forum or whomsoever he may like '' and also hanging up on her phone call.
I do not
understand that how can an organisation as esteemed as yours can even succumb
to such low standards and speak to customers in such a demeaning tone.
At this
moment I need you to live up to your commitment and have my money credited to
my NRE Account as stated in my surrender policy form of which a copy is with
you already (in email and in your systems).
I have
already suffered a lot of financial loss due to Aviva's short coming and I need
to know what is Aviva going to do to make good my loss.
Regards,
Sandip
On Thu, May 3 at 2:09 PM, Diju Jose-BSG wrote:
Dear Mr Sandip
We have received your request and have forwarded the same to our Policy Servicing team. Will keep you updated on the progress.
Regards,
Diju Jose
Zonal Manager - Branch Services Group
Aviva Life Insurance Company India Ltd.
101 Jaisingh Business Centre
Sahar Road, Andheri East, Mumbai 400099
Phone Direct: 022-42952756 Fax: 022- 67047925
Mob: 9987201670
From: Sandip Roy [mailto: [email protected]]
Sent: 03 May 15:19
To: Rajaram Jeyaram Pandian-BSG/vashi/aviva; Diju Jose-BSG
Cc: customer services/gur/aviva; Nisha Mendonca
Subject: Re: RE: URGENT: Policy Surrender Request
Dear Rajaram / Diju,
I have attached the letter with all required details. I would require the money to be immediately credited into my account. I am extremely angry with the treatment I have received. This is just unacceptable and I need this sorted immediately.
You will have 2 letters enclosed in here
1) Urgent Transfer Letter
2) Policy surrender forms as presented to your branch
I need you to allow Nisha Mendonca to liaise along with your team and yourself to have my money sorted appropriately.
Regards,
Sandip Roy
On Thu, May 3 at 11:29 AM, Nisha Mendonca wrote:
Dear Sangeeta,
Required details are below :
Date of birth : 24th April 1980
Correspondence address: IBM ME, DIC, PO Box – 27242,
Residence address : 106, UNA Appartments, Street 1A, Greens, Dubai.
Mobile No: 97150400901
You will appreciate that since Sandip is based in Dubai, he is unable to visit the branch and follow up for closure of this issue. He is extremely upset with the responsivness of AVIVA and requires his money to be IMMEDIATELY deposited into his NRE account.
All this inconvenience is due to goof ups by your team and for no fault of his, he is undergoing so much of inconvenience.
I have been following up with the Andheri East since yesterday on this, with no concrete response or resolution.
I have also copied Sandip in this email in order to eliminate any security related queries you may have.
Please call me on 9833880478 immediately to inform me about the status of the transfer of money into Sandip's account.
Regards,
Nisha Mendonca
On Thu, 03 May 12:26:24 0530 wrote
>
Dear Sir/Madam, UIN:
122L016V02 122L045V01
Thank you for writing to Aviva Life Insurance.
This is in reference to your appended mail regarding policy numbers
APG1830370, RPG1820685 and APG1827964 with us.
We would like to inform you that your e-mail ID through which we have received the appended e-mail is not
registered with us. In order to attend to your query/concerns we request you to please provide following details for verification:
· Date of Birth of the Policy Holder
· Correspondence address registered in our records
Trust you will appreciate that due to security reasons we would require above mentioned details.
We would like to thank you for giving us an opportunity to serve you.
Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.
We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance
needs.
Yours sincerely,
Sangeeta Juneja
Customer Services Group
Aviva Life Insurance Co. India Ltd.
We will be happy to hear from you. Allow us to keep in touch on a regular basis by updating your contact details.
:
www.avivaindia.com|)
1800–180–2266 / 0124–2709046 (Mon - Sat; 8AM-8PM)|@
[email protected]
From: Nisha Mendonca [mailto: [email protected]]
Sent: 05-02 16:52
To: customer services/gur/aviva
Cc: [email protected]
Subject: URGENT: Policy Surrender Request
Dear Customer Care team,
I visited the Andheri East office to follow up on the resolution of the issue elaborated in the trailing emails by my cousin – Sandip Roy.
After spending over 1.5 hours at the office this morning, I was promised an update on the resolution of the grievance by 1600 hours today. There has been no response as yet!
I have also been trying to get in touch with customer services on 180001802266 and 01242709046 as well as the Andheri East branch on 912267047900 (Extn 1070), 912267047924, 912267047901, 9122 67047902 and 9820607365, but, in vain! There has been no response from
any of these numbers. This does not reflect good customer service.
In view of the above mentioned several unsuccessful attempts to get in touch with your company, I am writing to you on behalf of Sandip Roy, who is also copied on this email.
As discussed with the grievance redressal team at the Andheri East Branch, including Nisha, Sriram and another senior team member, please urgently provide status on the below:
1.Status of cancellation of cheques and deposit of Rs. 25L into the NRE account listed on the form filled on 13th April for withdrawal of policies – APG 1830370, RPG 1820685 and APG 1827964.
2.Reasons for the following errors on the part of AVIVA :
a. Incorrect information provided to Sandip Roy, when he visited the Andheri East office on 13th April.
He was told by the staff that the money would be credited into his NRE account, for which, statements from 2008 – 2012 were collected from him. When I visited the Andheri office today, I was told that since a draft was provided instead of a cheque for the first
premium, it would not be possible to credit the money into the NRE account directly. I was also told by the staff that the cheque bounced for the first premium. This is incorrect and can be verified via the bank statements provided to you. It was on request
from AVIVA that the first instalment was paid by draft.
b. Negligence on the part of AVIVA not to have mailed a repatriation letter along with the cheques in order to facilitate deposit of the cheques into the NRE account
3.The extent of compensation required for the above errors and the resulting continuous follow ups which we have needed to make for no fault of ours. We would require at least Rs. 13, 000 for the uncalled for delay (of 3 weeks) in deposit of Rs. 25L. This has
been conservatively calculated at the rate of 9.5% FD interest pa.
Please note that it was clearly mentioned on the form submitted that the money needs to be credited directly into the NRE account. All required documents were submitted and verified by the staff at the Andheri East branch. We would not require the cheques and
will not accept anything else besides a direct credit into the account.
Also, please note that it has become extremely painful and annoying to have to follow up with various team members with no concrete response. Please give me the contact details of a senior officer who is in the position to take a decision regarding this and
authorise immediate direct transfer of 25L and the said compensation.
I anticipate resolution in line with the above requirements made by me latest by tomorrow, failing which, we will be approaching the Consumer Complaints board and the Press.
Regards,
Nisha Mendonca
(919833880478)
Note: Forwarded message attached
-- Original Message --
From: Sandip Roy
[email protected]
To: Nisha Mendonca
[email protected]
Subject: Fwd: Policy Surrender Request
&&&- Forwarded message &&&-From: customer services/gur/aviva
Date: Tue, May 1 at 3:00 PMSubject: RE: Policy Surrender RequestTo: Sandip Roy
Dear Mr.�Roy, ����������������������������������������������������������������������������������UIN: 122L045V01/
122L016V02
�
Thank you for writing to Aviva Life Insurance.
�
This is in reference to your email regarding policy number APG1830370/ RPG1820685/ APG1827964 with us.
��������
�
We would like to inform you that your concerns are being dealt with top priority and may we request you to allow us 2 days to revert to you
�regarding
the same.
�
We would like to thank you for giving us an opportunity to serve you.
�
Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.
�
We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance
needs.
�
Yours sincerely,
�
Mayur Jain
Customer Services Group
Aviva Life Insurance Co. India Ltd.
�
We will be happy to hear from you. Allow us to keep in touch on a regular basis by updating your contact details.
:
www.avivaindia.com|)
1800�180�2266 / 0124�2709046 (Mon - Sat; 8AM-8PM)|@
[email protected]
�
�
�
�
From: Sandip Roy [mailto: [email protected]]
Sent: Tuesday, May 01 12:31 PM
To: customer services/gur/aviva
Subject: Re: Policy Surrender Request
�
Mayur,
�
I have been only receiving emails from Aviva stating that I would get an update shortly.
�
However it has now been 20 days and I am at loss for no fault of mine.
�
I need prompt action to be taken now and I need to understand how will I be compensated for my loss.
�
I am seriously going to post a grievance letter in the News Papers and let all people know about how Aviva is not providing a secure life insurance but
a secure life nuisance.
�
Sandip
On Tue, May 1 at 10:39 AM, customer services/gur/aviva
wrote:
Dear Mr.�Roy, ����������������������������������������������������������������������������������UIN: 122L045V01/ 122L016V02
�
Thank you for writing to Aviva Life Insurance.
�
This is in reference to your email regarding policy number APG1830370/ RPG1820685/ APG1827964 with us.
��������
�
We regret for the inconvenience caused to you.
We would like to confirm that your concern has already been forwarded to our concerned authorities
and we would update you on the status shortly.
�
We would like to thank you for giving us an opportunity to serve you.
�
Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.
�
We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance needs.
�
Yours sincerely,
�
Mayur Jain
Customer Services Group
Aviva Life Insurance Co. India Ltd.
�
We will be happy to hear from you. Allow us to keep in touch on a regular basis by updating your
contact details.
:
www.avivaindia.com|)
1800�180�2266 / 0124�2709046 (Mon - Sat; 8AM-8PM)|@
[email protected]
�
�
�
�
From:
Sandip Roy [mailto: [email protected]]
Sent: Tuesday, May 01 10:51 AM
To: customer services/gur/aviva
Subject: Re: Policy Surrender Request
�
Sir / Madam,
�
I have been struggling with receiving my surrender policy value in NRE Money for no fault of mine.
�
My policies have been requested for surrender on the 13th of April and I have submitted all the
necessary documents as requested to be submitted during time of surrender. These have also been ticked and marked as checked and received in the Surrender Policy form.
�
I have received the surrender value in cheques as on the 21st of April in mail inspite of indicating
and highlighting that the money needs to be credited to my NRE Account. All of this information was provided.
�
The cheques received do not indicate NRE and neither was I sent the Repatriation Letter in order
to help me deposit the same in NRE Account.
�
I have raised this request since a while now and its now the 1st of May.
�
I am losing out FD Interest @ 9.5% p.a. which I could have started earning since the 13th of April.
The principal value being 25 Lakhs, I have as on date lost out on Rs 13000/- because of no fault of mine.
�
I need to know who will bare this inconvinience for me and when am I going to see an issue resolution
here.
�
Regards,
Sandip
On Tue, May 1 at 8:02 AM, customer services/gur/aviva
wrote:
Dear Mr.�Roy, ����������������������������������������������������������������������������������UIN: 122L045V01/ 122L016V02
�
Thank you for writing to Aviva Life Insurance.
�
This is in reference to your email regarding policy number APG1830370/ RPG1820685/ APG1827964 with us.
��������
�
We would like to inform you that we are highlighting your concerns to our concerned department and would update you on the same shortly.
�
We would like to thank you for giving us an opportunity to serve you.
�
Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.
�
We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance needs.
�
Yours sincerely,
�
Mayur Jain
Customer Services Group
Aviva Life Insurance Co. India Ltd.
�
We will be happy to hear from you. Allow us to keep in touch on a regular basis by updating your
contact details.
:
www.avivaindia.com|)
1800�180�2266 / 0124�2709046 (Mon - Sat; 8AM-8PM)|@
[email protected]
�
�
�
�
From:
Sandip Roy [mailto: [email protected]]
Sent: Monday, April 30 6:11 PM
To: customer services/gur/aviva
Subject: Re: Policy Surrender Request
�
Dear Sandeep,
�
Thank you so much for your response. Feels nice to communicate along with�my own�namesake.
�
Sandeep, I have submitted all required documents as requested by Aviva during my request for Policy
Surrender. This also included a photocopy of my NRE Bank Statement which highlighted all payments of 2011 and 2012 respectively.
�
On looking into the scanned copy of the application enclosed before you will also notice a check
marked against that requirement as received by Aviva.
�
I request you to please look into the scanned documents saved in your system during the acceptance
of the surrender policy form and help me to proceed positively.
�
Looking forward to your response.
�
Thanks
Sandip
On Mon, Apr 30 at 3:07 PM, customer services/gur/aviva
wrote:
�
�
Dear Mr.�Roy, ����������������������������������������������������������������������������������UIN:
122L045V01/ 122L016V02
�
Thank you for writing to Aviva Life Insurance.
This is in reference to your email regarding policy number APG1830370/ RPG1820685/ APG1827964 with us.
��������
We understand your concern we would like to inform you that inorder to get the cheque encashed
into your NRE account may we request you to submit sufficient bank proof (Bank declaration / Statement) which helps to segregate the number of premiums made by NRE a/c post which we will issue you a letter with the help of which you can encash your cheque
in your NRE a/c.
We would like to thank you for giving us an opportunity to serve you.
�
Should you have any further clarifications, you can get in touch with us at any of the touch points
mentioned below.
�
We at Aviva are pleased to serve you. We look forward to building our relationship with you to
fulfill all your life insurance needs.
�
Yours sincerely,
�
�
Sandeep Naagar
Customer Services Group
Aviva Life Insurance Co. India Ltd.
�
�
We will be happy to hear from you. Allow us to keep in touch on a regular basis by updating your
contact details.
:
www.avivaindia.com|) 1800�180�2266 / 0124�2709046
(Mon - Sat;
8AM-8PM)|@
[email protected]
�
�
�
�
�
�
�
From:
Sandip Roy [mailto: [email protected]]
Sent: Sunday, April 29 4:18 PM
To: customer services/gur/aviva
Subject: Policy Surrender Request
�
Dear Sir / Madam,
Trust all is well at your end.
By way of introduction I am Sandip Roy and I was holding 3 policies along with Aviva -
APG 1830370
RPG 1820685
APG 1827964
I visited the Aviva Office located in Andheri East, Mumbai on the 13th of April where in I made a request to surrender all 3 above mentioned policies. My request was
duly accepted and I completed the required surrender form and also submitted the required documents as needed to ensure that a smooth surrender process is achieved. Please find enclosed scan copy of acceptance.
I am extremely pleased with the customer service and help I received from the office staff.
I was under the impression that the policy surrender value would be credited to my NRE Account as mentioned in the application form. However I have now received 3 separate
cheques in courier issued on Axis Bank to me delivered to my address in Dubai, U.A.E.
Could you please advice me as to why was this done? Do I now need to deposit these cheques in my NRE Bank Account in order to be credited with the surrender value? The
cheques received do not in any manner mention the money to be termed as NRE and I am not certain on how to approach this. I was expecting the credit to be done in my NRE Bank Account based on the mentioned information as provided in the Policy Surrender Form
(as enclosed for your quick reference).
Could you please advise me on my query at your earliest.
Many Thanks
Sandip Roy
0097150 1400901
�
CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are
for the sole use of the intended recipient (s) and may contain confidential
and privileged information. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies and the original
message. Any unauthorized review, use, disclosure, dissemination,
forwarding, printing or copying of this email or any action taken in
reliance on this e-mail is strictly prohibited and unlawful. The recipient
acknowledges that Aviva Life Insurance Company India Limited (which in
this context includes it�s affiliate entities), is unable to exercise
control or ensure or guarantee the integrity of/over the contents of the
information contained in e-mail transmissions and further acknowledges that
any views expressed in this message are those of the individual sender and
no binding nature of the message shall be implied or assumed unless the
sender does so expressly with due authority of Aviva Life Insurance
Company India Limited.
�
�
CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are
for the sole use of the intended recipient (s) and may contain confidential
and privileged information. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies and the original
message. Any unauthorized review, use, disclosure, dissemination,
forwarding, printing or copying of this email or any action taken in
reliance on this e-mail is strictly prohibited and unlawful. The recipient
acknowledges that Aviva Life Insurance Company India Limited (which in
this context includes it�s affiliate entities), is unable to exercise
control or ensure or guarantee the integrity of/over the contents of the
information contained in e-mail transmissions and further acknowledges that
any views expressed in this message are those of the individual sender and
no binding nature of the message shall be implied or assumed unless the
sender does so expressly with due authority of Aviva Life Insurance
Company India Limited.
�
�
CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are
for the sole use of the intended recipient (s) and may contain confidential
and privileged information. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies and the original
message. Any unauthorized review, use, disclosure, dissemination,
forwarding, printing or copying of this email or any action taken in
reliance on this e-mail is strictly prohibited and unlawful. The recipient
acknowledges that Aviva Life Insurance Company India Limited (which in
this context includes it�s affiliate entities), is unable to exercise
control or ensure or guarantee the integrity of/over the contents of the
information contained in e-mail transmissions and further acknowledges that
any views expressed in this message are those of the individual sender and
no binding nature of the message shall be implied or assumed unless the
sender does so expressly with due authority of Aviva Life Insurance
Company India Limited.
�
CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are
for the sole use of the intended recipient (s) and may contain confidential
and privileged information. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies and the original
message. Any unauthorized review, use, disclosure, dissemination,
forwarding, printing or copying of this email or any action taken in
reliance on this e-mail is strictly prohibited and unlawful. The recipient
acknowledges that Aviva Life Insurance Company India Limited (which in
this context includes it�s affiliate entities), is unable to exercise
control or ensure or guarantee the integrity of/over the contents of the
information contained in e-mail transmissions and further acknowledges that
any views expressed in this message are those of the individual sender and
no binding nature of the message shall be implied or assumed unless the
sender does so expressly with due authority of Aviva Life Insurance
Company India Limited.
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CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are
for the sole use of the intended recipient (s) and may contain confidential
and privileged information. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies and the original
message. Any unauthorized review, use, disclosure, dissemination,
forwarding, printing or copying of this email or any action taken in
reliance on this e-mail is strictly prohibited and unlawful. The recipient
acknowledges that Aviva Life Insurance Company India Limited (which in
this context includes it’s affiliate entities), is unable to exercise
control or ensure or guarantee the integrity of/over the contents of the
information contained in e-mail transmissions and further acknowledges that
any views expressed in this message are those of the individual sender and
no binding nature of the message shall be implied or assumed unless the
sender does so expressly with due authority of Aviva Life Insurance
Company India Limited.
Follow Rediff
Deal ho jaye! to get exciting offers in your city everyday.
CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are
for the sole use of the intended recipient (s) and may contain confidential
and privileged information. If you are not the intended recipient, please
contact the sender by reply e-mail and destroy all copies and the original
message. Any unauthorized review, use, disclosure, dissemination,
forwarding, printing or copying of this email or any action taken in
reliance on this e-mail is strictly prohibited and unlawful. The recipient
acknowledges that Aviva Life Insurance Company India Limited (which in
this context includes it’s affiliate entities), is unable to exercise
control or ensure or guarantee the integrity of/over the contents of the
information contained in e-mail transmissions and further acknowledges that
any views expressed in this message are those of the individual sender and
no binding nature of the message shall be implied or assumed unless the
sender does so expressly with due authority of Aviva Life Insurance
Company India Limited.
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