I took a Pension Plan from Aviva India in Mar'08 and received the policy documents with the first premium(?) receipt on 30 Apr. On 5 May, I submitted an application for cancellation due to unsatisfactory terms. On 15 May, I received an acknowledgement from Aviva Customer Redressal Team stating that the "case was being investigated on an utmost priority and we would get back to you at the earliest". On 24 May, I called Customer Service and was told that the formalities were almost complete and that I would get intimation in 3-4 days. I got the same answer on 28 May, 30 May and 02 June. On 03 June, the Customer Service agent said that no one could have told me it would take just 3-4 days, that the matter was still under investigation and asked me for (now hold your breath!) - the names of the customer service agents who had made such a statement! I asked to speak to a supervisor and I was told that the supervisor was "out of office" (in the middle of a working day?). When further queried, the agent replied that there was another supervisor, but that "he/she" was not "my manager". I said that I was not receiving any satisfactory response from Customer Services and that I needed the name of a person to whom I could escalate the matter. After many more "please wait while I put you on hold", I was told that a manager would speak to me later today. (I am not holding my breath!).
I followed up this conversation with an email to Customer Service and intimated the Insurance Ombudsman for New Delhi (Shri R Beri) that I was having a problem getting my refund.
Lets see how it goes.
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