IHO
Total Failure of service and no action taken on complaint

I had sent a complaint to the IHO (http://indianhealthorganisation.com/) service team complaining about total failure of service on Jul 22.

They have not addressed my complaint so far and in fact they have not even bothered to contact me or acknowledge my email. I am pasting the email below which has all details about the total lack of service from IHO.Kindly help me in getting my complaint addressed.

Thanks and Regards,

Dilip

&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&-

From: Mathew Dilip

To: service@indianhealthorganisation.com

Cc: feedback@indianhealthorganisation.com

Sent: Friday, July 22 6:22 PM

Subject: Total failure of service and refund of money paid

To,

The Manager

Hello,

This is w.r.t to the IHO Card/Account No 2770 1110 9989 6730 that I hold and I

am writing to you because I would like to cancel this policy

and want a complete refund of my money since the policy is completely useless

and a waste of my money.

I took this policy in April and two days back (July 20) when I was down

with fever and throat infection my wife called the IHO helpline

(Mumbai number 42640152) from my registered mobile number for the

very first time since I took the policy asking for a GP near

my residence i.e, Andheri (W). Following is the sequence of events:

1.Call made by us at 08:52AM to IHO.Customer service representative says that

there is one Dr. Rajesh Gopal at Oshiwara, Andheri (W), Mumbai

who is part of the network. She gives the address of the doctor and asks for a

time to fix the appointment. We ask for an appointment at

11:00 AM.IHO representative says that she will confirm the appointment and

call back by 10:00AM.

2.No call received from IHO at 10:00 AM.We call back at 10:27AM.IHO

representative says, she will call back in 5 to 7 minutes with confirmation.

3.No call received again from IHO even after 10 mins. We call back after 10 mins

at 10:47 AM and again IHO representative extends the time by 2 hours

for confirmation. She said that she will call back within 2 hours.

4.As expected no call from IHO even after two hours. We call back at 1:38 PM and

the IHO representative says that the Doctor is not available and asked

if we are ok with an appointment the next day. I said that I am sick and cannot

wait till the next day. I also said that I have bought a health

policy from you with assured benefits which I was told at the time of

enrolling for the scheme. I do not have to wait for so long for

an appointment with a GP when there are many GP's in my area where I can walk

in and pay consultation charges of 250-300 Rs and get treated on time.

I did not have to spend more that 5000 Rs and be cheated like this. Also, the

IHO representative said that she tried calling me but I was not

reachable. That is a blatant lie since I stay in a city with good mobile

coverage and I had not problems calling IHO from the same number.

5.The IHO representative asked if there is any other area which would be

convenient for me to visit and I asked for Goregaon (West), Jogeshwari (West) etc

which are near my residence but as per her there are no doctors in these areas

that are part of your network. Finally she said that

there is one at Santacruz west (while is around 1 hour drive from my

residence) and said that she would fix and appointment at 7:00PM

and that she would call back by 6:00PM to confirm the appointment.

6.I get a call from an IHO representative at 4:37 PM and he said that even the

doctor at Santacruz west is not available and again asked

if I am ok with an appointment the next day. I again had to remind him that I

am sick and need a doctor to treat me immediately.

I told him that I have not purchased some soap bar from your organisation but

a health policy. He came with the standard apology

which representives from any call center are tutored to give to customers.

7.I could not wait anymore and went to a doctor (a very qualified one) near my

residence and got an appointment in 10 minutes.

IHO representative calls again to say that he can pass the call to a manager. I

said that I am not interested in talking to

a manager as it is completly useless. As I said before I have bought a health

policy and not some soap bar that I have

to listen to standard replies from you.

The attitude and service expected from a health organisation is different from

that expected of other organizations and in this

particular case it is clear beyond doubt that there has been a total failure of

service. The attitude demostrated by IHO has

been very callous and lax. I do not have to pay more than Rs 5000 to get this

kind of treatment. This is clearly a deficieny of service

as per the Customer Protection Act, 1986 and hence I want a full refund of my

money at the earliest.

I expect a prompt response to this complaint.

Thanks and Regards,

Dilip

Company: IHO
Country: India
State: Maharashtra
City: Mumbai City

  <     >