This has reference to my car insurance policy number 3001/56205997/01/000 (Covernote No.: e-56205997).
I had bought this insurance from ICICI Lombard on 6th August for my car.
Policy Issuing office: Zenith House, Keshavrao khade Marg, Mahalaxmi, Mumbai - 400 034
Policy effective date : 10th August till 9th August.
Unfortunately my car got stolen on 24th April. The theft was reported immediately to ICICI Lombard.
Claim Ref No. : MOT01535988,
Date : 24th April
After registering the claim, the insurance company asked me to submit a lot of documentation, which I did. All the documents required by ICICI Lombard were submitted to them on 10th August. Details of the documents submitted are :
1- Final Police report in original.
2- Final Court order (Not traceable Certificate) in original.
3- Letter to RTO to inform about theft of vehicle in original.
4- Indemnity cum declaration undertaking on Rs100/- stamp paper.
5- Signed Form 28 - Four copies
6- Signed Form 29 - Four copies
7- Signed Form 30 - Four copies
8- Signed Form 26 - Two copies
9- Last service history from Koncept Mahindra, NOIDA.
10-Closure letter, No objection certificate & Form 35 from HDFC bank in original.
11-RC particulars in original.
Even after more than 100days of submitting all the documents to ICICI Lombard my claim has not been settled. What is more concerning is that no body at ICICI Lombard is either bothered or able to give me a clear date on which the settlement will be done.
I have been making followup calls to ICICI Lombard since September, with no results.
For your reference the details of my follow-up with the insurer till date are given below :
1- Claim registered on : 24th April
2- All documentation completed & submitted to ICICI Lombard appointed surveyor on : 10th August
3- Made a status-check call to ICICI Lombard in 1st week of Sept.
According to ICICI Lombard, all the documentation was complete, but because of oversight by officials at ICICI Lombard the case file was still in ICICI Lombard Delhi office (after one month of submitting completed documentation) & was not sent to ICICI Lombard Mumbai office.
After my call I was assured that the file will be sent to ICICI Lombard Mumbai office & the case settled expeditiously, within a maximum period of 30days.
4- Again I called ICICI Lombard on 8th Oct to check the status of claim settlement. Interaction ID 271010852
I was informed that "work was in progress" and was given an assurance that the settlement will be made within 12days.
5- Then again I called the ICICI Lombard office on 22nd Oct. To my dismay, this time again I was given a new version... I was asked to wait till 90days before the claim would be settled.
6- ICICI Lombard has a Grievance redressal link on their web site. On 23rd Oct I started using this site to follow the step-wise grievance escalation process. But no respose either, only an automatic system generated mail acknowledgement.
7- Escalated to Ms. Preeti Lochan on 26th Oct. Still no action or dates for settlement of claim.
8- I again called the customer service at ICICI Lombard on 27th Oct. Interaction ID 271010535. No result.
9- On receiving no satisfactory response from Ms. Preeti Lochan, I continued to use the Grievance redressal link on ICICI Lombard web site. Further escalated the request to Mr. Vishwa Vijay S., National Manager- Process Excellence Group on 1st Nov. Still no response till date??
10- In view of no response, on 4th Nov I further escalated the matter to Mr. Eswaranatarajan, Head - Operations. No response till date.
It seems that ICICI Lombard has created this Grievance Redessal link on their web site only to satisfy the Insurance regulatory requirements, with no real intention of helping the unsuspecting customers.
11-In the meanwhile I am calling the customer service at ICICI Lombard everyday. They are unable to help. They onlly have some standard answers & are just trying to buy time.
Would request your office to intervene & help me get my claim settled & payment from ICICI Lombard at the earliest.
Also, I would request your forum to lobby with the insurance regulator to levy an exemplary penalty on ICICI Lombard for their casual approach, which causes a big delay & undue harassment to its customers.
Thanks & best regards,
Rajesh
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