Naresh Kumar Sharma
SMQ-19 D (Red Qtr)
Subroto park
New Delhi-110 010
MOB: 9810601699
Email ID: [email protected]
02 Jun 09
To,
The Corporate Manager Service Quality (Kind Attn Mr Nilesh Kumar)
ICICI Lombard General Insurance Company Ltd
SUBJECT: CUSTOMER HARRASSMENT (MOT 01025939, MOT 01025887 & MOT 01026096)
1. Reference is made to e-mail sent to your company’s customer Support and level 1 (Interaction ID 2705091600) respectively (copies enclosed for your ready references). I have put up all my extreme efforts to know the status of these claims pending since 4 months, but till date all my efforts are gone in vain. Even at your level-1 and Customer supports, I didn’t get the satisfactory response from your company despite of many complaints. The sad part is that no one is even bothered to give me the feedback on subject issue. I, along with all the claimants personally met Mr Ashok Goswai and claim Manger (who recently got transferred from Mumbai) on 01 Jun 09 at your Pritam pura Office, New Delhi. On discussing Mr Ashok Goswai, stated that their office has not received any documents from the surveyor (Mr Sunil Malhotra, and could not further progress with the relevant documents. If you find any deficiencies in the documents submitted by the claimants, please let us know so that we can take necessary steps to fulfill all the requisite requirements. If no deficiencies are found in our documents, then please kindly let us know what is the progress and by what date we get the cheques of these theft claims.
2. We are very hard pressed by the finance company’s through which we had taken loan for the said cars. We find it very difficult to pay EMI’s and at any time the finance company may sue us for not repaying in time.
3. We have motivated and inspired our friends and collegeaus to join your company and insured a total of 18 customer’s cars till date. Details are already been submitted in our earlier e-mail. Those customers are now expressing their dissatisfaction and are unwilling to renew their insurances in your company in this year. Sir, this kind of attitude of your company’s executives will adversely affect the good will of your company.
4. With a positive hope, I am writing this letter to you so that all the a/m claimants will get the fruitful result within a short period with your personal intervention. Kindly peruse the above mentioned e-mails. Letters sent by speed post) and do the needful at the earliest.
ICICI Lombard Customer
Naresh Kumar Sharma
SMQ-19 D (Red Qtr)
Subroto park
New Delhi-110 010
MOB: 9810601699
Email ID: [email protected]
29 May 09
To,
The Service Quality Manager (Kind Attn Ms. Preeti Lochan)
ICICI Lombard General Insurance Company Ltd
SUBJECT: OUR MOTTO: CUSTOMER HARRASSMENT
1. With great agony I wish to bring out certain facts faced by claimants for there insurance claim. The complaints lodged with ICICI Lombard General Insurance are 210509728, 210509745, 210509779, 2705091600 & 270509594. Copies of previous emails are also attached for your ready references and for further prompt action. Details of the cars are given below:-
Car No Claim No Policy Number
(a) DLIY B 0817 MOT 01025939 3004/55398433/00/B00
(b) DLIY B 2381 MOT 01025887 3004/53587283/01/000
(c) HR-55 FT 8063 MOT 01026096 3004/54919465/00/000
2. All requisite documents of under mention stolen cars have already been submitted to the surveyor on 17 may 09 which includes Un-trace report from concerned police station stating vehicle is not recovered signed by SHO on 08 May 09.
3. Sir, I am the customer of ICICI Lombard and insured my own 02 cars in your company. Though I am not the claimant, why I am approaching you because, I am the one who instigated my friends and colleagues to join in your company and right now they all are blaming me for the delay in investigation process. Sir I am scared that one day I may also become the victim of this situation.
4. With a positive hope, I am writing this letter to you so that all the above mentioned claimant’s will get the fruitful result within a short period with your personal intervention. Kindly peruse the above mentioned e-mails and do the needful at the earliest.
Sd/-
ICICI Lombard Customer
Naresh Kumar Sharma
SMQ-19 D (Red Qtr)
Subroto park
New Delhi-110 010
MOB: 9810601699
Email ID: [email protected]
29 May 09
To,
The Customer Support Manager
ICICI Lombard General Insurance Company Ltd
SUBJECT: OUR MOTTO: CUSTOMER HARRASSMENT
1. With great agony I wish to bring out certain facts faced by claimants for there insurance claim. The complaints lodged with ICICI Lombard General Insurance are 210509728, 210509745, 210509779, 2705091600 & 270509594. Copies of previous emails are also attached for your ready references and for further prompt action. Details of the cars are given below:-
Car No Claim No Policy Number
(a) DLIY B 0817 MOT 01025939 3004/55398433/00/B00
(b) DLIY B 2381 MOT 01025887 3004/53587283/01/000
(c) HR-55 FT 8063 MOT 01026096 3004/54919465/00/000
2. All requisite documents of under mention stolen cars have already been submitted to the surveyor on 17 may 09 which includes Un-trace report from concerned police station stating vehicle is not recovered signed by SHO on 08 May 09.
3. Sir, I am the customer of ICICI Lombard and insured my own 02 cars in your company. Though I am not the claimant, why I am approaching you because, I am the one who instigated my friends and colleagues to join in your company and right now they all are blaming me for the delay in investigation process. Sir I am scared that one day I may also become the victim of this situation.
4. With a positive hope, I am writing this letter to you so that all the above mentioned claimant’s will get the fruitful result within a short period with your personal intervention. Kindly peruse the above mentioned e-mails and do the needful at the earliest.
Sd/-
ICICI Lombard Customer
Copy to: The Service Quality Manager (Kind Attn Ms. Preeti Lochan)
ICICI Lombard General Insurance Company Ltd
E MAIL -1
Sir,
1. My friend’s cars are insured from ICICI Lombard General Insurance. They have lodged the theft claims on 11 Feb 09 details are given below:-
(a) HR-55 FT 8063 MOT 0102 6096
(b) DLIY-B 0817 MOT 0102 5939
(c) DLIY-B 2381 MOT 0102 5887
2. Surveyor (Sunil Malhotra) deputed by ICICI Lombard General Insurance is not at all bother to collect documents from the clients till date. However the complainants have received a Un-Trace report issued by Police Station Jankapuri. All the forms are collected after liaisioning with the person who has done the insurance of our cars. Deputed surveyor is least bothered to give forms and collect the same after completeness of forms.
3. On enquiring the same on telephone, the surveyor replies that “processing the claims in ICICI Lombard is very a tough job and time consuming, compared to other company’s who processing is very quick.” He indirectly indicates not to go for any insurance from ICICI lomabard. This man can prove a treat to your esteemed company. Kindly look into the matter.
4. Does your company monitors the progress of the claims or else the claims will be pending for years together? In our case it has been 04 months since we lodged a complaint at your company. If you feel the surveyor is not capable enough to handle the cases, it is kindly requested to change the surveyor and depute any other smart employ.
5. I am customer in your company and by seeing the above mentioned incidents I am in a great shock that how could a reputed company of your be in such a poor state? I am worried that what if my cart gets stolen and the same treatment will be given to me by your company since my two cars are also insured in your company. Can you explain, are we committing any crime by getting our car insured in your company?
6. Kindly forward requisite forms of your company for processing theft claims on my e-mail id. Further, kindly clarify after signing un-trace report by SHO of concerned police station after that any formality is required?
We hope that your company is capable enough in settling the claims at the earliest, so that we can stick to your company for each and every time. Hoping a positive response from your good office.
Naresh Sharma MOB 9810601699
E MAIL -II
Sir,
1. Kindly instruct concerned surveyor to obtain prior appointment and collect the relevant documents from customer’s residence and with a supporting acknowledgement receipt.
Car NoHR-55 FT 8063 Claim No MOT 01026096 Not known surveyor
Car No. DLIY B 0817 Claim No MOT 01025939 Mr. Sunil Malhotra
Car No. DLIY B 2381 Claim No, MOT 0102 5887 Mr Sunil Malhotra
2. It is to bring to your kind notice that surveyor deputed for car No. DLIY B 0817 & DL IY B 2381 (Mr Sunil Malhotra) says that sitting in his office he is doing routine job like sending e-mails ICICI Lombard General Insurance regularly. Further he is habit of intimating the company that customer’s are not giving papers and not available at their residence whereas this is not true. When we get in touch with him on telephone he keeps on crying that he has a Wagon R car which runs on petrol and money paid for petrol by the company is too less so he could come to each and every customer and investigate the case personally. Further, he states that customers have bare all the expenditure to get their claim cleared.
3. In spite of taking prior appointment from Mr Sunil Malhotra, at one instance, Mr Inder Kumar Tiwari visited his office to hand over the papers for car No. DLIY B 2381 but he was not available at his office. Mr Inder Tiwari tried his best to hand over the papers to staff present over there, but failed as no one was ready to accept those papers and give acknowledgement. With no option left, Mr Inder kumar left a message to Mr Sunil Malhotra and intimated that he has handed over all the furnished documents to me and requested to collect the same from me. Further Mr Inder Kumar Tiwari has also intimated my contact no (9810601699) to Mr Sunil Malhotra so that it can be easy to get in touch with me. Not withstanding this, I called upon Mr Sunil Malhotra and intimated that completed papers are held with me and same needs to collect at the earliest. However, Mr Sunil Malhotra never cared to call back and collect the documents from me.
Left out furnished documents for car No. DLIY B 0817 and HR-55 FT 8063 are also to be collected from the residence of Hemlata Sharma and Mr Manoj Kumar Jaimini (Proprietor: Rajdhani Cars Tours & Travel) respectively.
4. Sir, you are requested to ask clarification/delay report from Mr Sunil Malohtra for un-necessary delays in collecting relevant documents from the above said clients. It is given to understand that Un-traced report is the final stage of settling claim document. We all have the untraced reports issued by the concerned police station. Even after fulfilling all the required formalities the surveyor is not ready to collect the documents and clear our claim.
5. Sir, we would like to know the duties and responsibilities of surveyor deputed by your company for settling theft claims.
6. Sir, it kindly not that following 18 cars have been insured in your company so far under M/S Rajdhani Cars Tours & Travels (Proprietor Mr Manoj Kumar Jaimini MOB -9971087700 Email id [email protected])
1. DLIY B 0752 10. DLIYB 1117
2. DLIYB 0753 11. DLIYB 1118
3. DLIYB 1177 12. DLIYB 1119
4. DLIYB 0817 13. DLIYB 1120
5. DLIYB 2950 14. DLIYA 4022
6. DLIYB 2351 15. HR-55 FT 8063
7. DLIYB 2381 16. HR-55 GT 2819
8. DLIYB 2689 17. DLIYB 2512
9. DLIYB 1116 18. UP-14 Y 2313
7. In spite of so many insurances at your company, your company’s surveyor is not taking enough of interest in clearing our claims. If this is the response we get from your company, then how can one think of getting insurances from your company in near future? Your company’s reputation will be at stake due to one or the odd employees like Mr Sunil Malhotra.
From
Naresh Sharma
MOB 9810601699
E MAIL -III
CUSTOMER HARRASHMENT IS OUR SATISFACTION
Sir,
1. I have lodge many complaints with ICICI Lombard General Insurance. Complaint Numbers are 210509728, 210509745, 210509779, 2705091600 & 270509594.
2. All requisite documents of under mention stolen cars have already been submitted to the surveyor on 17 May 09 which includes un-trace reports from concerned police stations signed by SHO:-
(a) DLIY B 0817 MOT 01025939
(b) DLIY B 2381 MOT 01025887
(c) HR-55 FT 8063 MOT 01026096
3. Surveyor deputed by ICICI Lombard General Insurance i.e Mr Sunil Malhotra (MOB: 9811414613) for cars DLIY B 0817 & DLIY B 2381 states that he is not in sound financial conditions who can deal with each and single claims. He is not at all bothered to attend the cellphone calls of the claimants or never cared to call back. Whenever the clients' contact him to collect the documents he says “I am using Wagon R car but I am not getting sufficient money for petrol to attend all claimants personally and cannot collect the papers from them”. Further, he states that he has to investigate the so many cases and has to visit different places like garage, police station etc, however, in return ICICI Lombard is paying very less money for investigation. In order to save money he is in a habit of accumulating the claims and collectively investigates two to three claimants’ cases at a time. He says “If I start visiting places for each single cases, than it will be better for me to sit at home rather paying money from my pocket, as the company is not paying sufficient amount of money to deal with the cases and I am unsatisfied with the company's pay structure in spite of serving for 8 years and that I am planning to quit this job very soon”.
4. Sir, I would like to know that how many days are normally allotted to surveyor for completing the investigation? In our case, almost 4 months (i.e.3 months 17 days) have elapsed and the investigation is not yet completed. We have intimated the insurance company on 11 Feb 09 with a brief report. Don't you feel that 4 months is good amount of time for any company executive to investigate the case? Or don't you feel that your company's surveyor Sunil Malhotra is not capable to investigate the matters within the stipulated period? Surveyor says that no individual has got the rights to question him for inordinate delays and that he will take his own time to complete the investigation and will forward the same to claim department. Notwithstanding this, we have approached his supervisor Mr Ashok Goswai on his mobile number 9873918961. Mr Ashok said “ Mr Sunil is over burdened and the process of investigation will take time and advised me to call Mr Ajit (9999788574), in other words he just want to skip off and to does not want to respond satisfactorily.
5. Sir, kindly advise whether I should pay all the expenses like taxi, mobile bills etc to the surveyor (Mr Sunil Malhotra) to expedite the investigation in my case.
6. In response to my online complaints, I have received an SMS on 21 May 09 from your company stating that my compliant will be processed within 05 working days, and simultaneously the claim will be settled within 21 days, but till date no feedback has been received from your end. Not receiving any response from the company made me to lodge a complaint once again on 27 May 09 hoping a positive response at least this time.
7. Sir, I advised my friends and colleagues to get insured in your company seeing the advertisement made by your company through various Medias. Now that, I am getting a serious blows from my friends for instigating them to join / getting insured in your company. Because of me, my friends are in trouble and facing problem in settling their claims. They are visiting my home and directly blaming me in front of my family member which is very humiliating. Unfortunately my own, two cars are also been insured with ICICI Lombard. Does your esteemed company feel that I am at fault or I have committed any such crime by promoting your company? Sadly, the following cars are also been insured with ICICI Lombard. After my case, I daily pray to god that nothing happens to these cars, or else I will be at great trouble and will be forced to change my residence.
8. Sir, it kindly not that following 18 cars have been insured in your company so far under M/S Rajdhani Cars Tours & Travels (Proprietor Mr Manoj Kumar Jaimini MOB -9971087700 Email id [email protected])
1. DLIY B 0752 10. DLIYB 1117
2. DLIYB 0753 11. DLIYB 1118
3. DLIYB 1177 12. DLIYB 1119
4. DLIYB 0817 13. DLIYB 1120
5. DLIYB 2950 14. DLIYA 4022
6. DLIYB 2351 15. HR-55 FT 8063
7. DLIYB 2381 16. HR-55 GT 2819
8. DLIYB 2689 17. DLIYB 2512
9. DLIYB 1116 18. UP-14 Y 2313
9. In spite of so many insurances at your company, your company’s surveyor is not taking enough of interest in clearing our claims. If this is the response we get from your company, then how can one think of getting insurances from your company in near future? Your company’s reputation will be at stake due to one or the odd employees like Mr Sunil Malhotra.
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