Sent: Thursday, November 26 1:13 AM
To: '[email protected]'; '[email protected]'; '[email protected]'
Cc: '[email protected]'; 'Charulata. [email protected]'; '[email protected]'
Subject: FW: Ticket #1421361
Importance: High
Dear Rajesh, Rajit & John,
I hope that you people have time to read this mail, but this will highlight what your company is lacking and why it will go down...
I am one of the old policy holder (100772714) of the company and faced problem in getting my work done for the first time in 9 years, my policy is from year 2001. This is quiet upsetting and bitter feeling.
Incident 1 :
I submitted change in nomination for my wife, health Declaration and change in personal details (email, address, mobile & telephone) in Rajkot office at the same time. Also I have submitted a form for change in agent.
I am not too sure what did the Rajkot office did for this requests. Request you to investigate and revert.
Also device a process to give acknowledgement to customer, as when I asked for an acknowledgement they said the system is not working. Atleast teach them to give a photocopy of the acknowledgement. What is the fault of the customer in this.
Incident 2 :
I went to Borivali office on 5th of November for giving an application for change in my personal details at 2.30 PM and the watchman at the gate said, come tomorrow as everyone is in the training. We can not do anything right now.
How will you react in this situation? I got really surprise, how can someone just say like this without even asking for what reason I (as a customer) have come there.
I really got wild shouted at him and asked him to call whoever is there in the office. After some time one agent came and he collected the application by going out of his way to serve an unknown customer.
I think the branch Manager who can not manage his branch needs to be sacked. How can he leave a branch attended by a watchman on a normal working day? How can he send all the branch personnel on training at the same time and put the branch at the mercy of god.
Above this, the application did not get processed until I raised a complaint for processing the request. I am not sure how the entire operation is working.
Incident 3 :
Now I have received a communication on 23rd of November saying we are returning the OPPB amount via cheque, saying Health Declaration has not been submitted. To tell you in detail, if you look at the record and see the location, the OPPB was paid in Rajkot, where the cashier (teller) asked me have I submitted the declaration? and on my confirmation (yes) he accepted the payment. At the same time he confirmed with the receptionist who also confirmed to him of health declaration being submitted. The health declaration was submitted by me 1 day in advance.
Above all health declaration submission is confirmed by Charulata from your customer service unit on 13th November by mail and the same is attached for your reference.
I will appreciate that you will take some positive action for the 3rd incident and will not return the OPPB money. If you can not do this, inform me again so that I can take necessary action with IRDA Ombudsman and take action against your company for the harassment to customer.
I am really happy that I have not invested more in new policy of Max New York Life and taken policy of other insurance company. All the above three incident proves my point that how unprofessional a company can become. I will recommend people whom I know not to take the policy. If this company can harass a policy holder (me) like this, what will happen to beneficiary in my absence?
Regards
Mehul Mehta
&--Original Message&--
From: Mehul Mehta [mailto: [email protected]]
Sent: Tuesday, November 24 8:29 PM
To: '[email protected]'
Subject: RE: Ticket #1421361
Importance: High
Hi!!
Thanks a lot for the confirmation. But I am really surprised that you always send me confirmation but no action has been taken place.
I have attached previous correspondence from your end on different subject. Now for me to track which ticket number is for which request is really tedious. I am attaching here with the previous ticket number sent from your end. Try to analyse individually why the ticket number have been issued and after how many days of receiving the request from me via email/other correspondence.
If there is some TAT followed at your end, its yours... I am not concerned. But acknowledgement has to be instant, you can not sleep over it for 7/8 days.
I guess you need to inform your manager, As a customer I need following
1) When you communicate with the customer atleast let the customer know why you are communicating, i.e. why the ticket number has been issued.
2) When you resolve the query, send the ticket number so that we can relate to it and check in the previous communication what is if for.
I hope you will improve your customer service after reading this... otherwise new recommendation/customers will be hard to find.
For me I am sure I will not deal with a lethargic company, as your Rajkot office took 8/9 days to change my address and mobile number, and mind you I have to give a request in Mumbai office again. Still my Nominee details and service agent request is lying with someone in your office. I don’t know what they are getting by just sleeping over it.
Regards
Mehul Mehta
&--Original Message&--
From: [email protected] [mailto: [email protected]]
Sent: Tuesday, November 24 10:19 AM
To: [email protected]
Subject: Ticket #1421361
Dear MR.MEHUL GAJENDRA MEHTA,
Thank you for writing to Customer Services at Max New York Life Insurance. We acknowledge receipt of your request and have registered the same under reference number 1421361We fully appreciate that you would like this matter resolved as soon as possible. In view of this, we have put rigorous service standards in place for handling your request fairly and speedily. Please allow us time till 11/25 1:00:00 AM to investigate the matter conclusively by when a final response would be shared with you. Should you require any further assistance, please feel free to contact our Helpline numbers (Toll free) 1800 180 5577 (BSNL or MTNL) or 1800 200 5577 (All Service Providers). Our Helpline operates from Monday- Saturday, 7.30 a.m. to 11 p.m. You may also visit our website www.maxnewyorklife.com for more informationFurther, I am personally committed towards providing you with the best in class customer service experience. For us to serve you better and faster please do not change the subject of this e-mail while writing back to us. Yours sincerely Ruhidas SarkarExecutive
Max New York Life Insurance Co. LtdOperations Center, Plot 90 AGurgaon-122002
...
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