Maruti Suzuki - Formal Complaint Gross Mismanagement of Claim Poor Service and Escalation NoticeClaim Reg

I hope you are doing well. I regret to bring to your attention the significant issues I have been facing regarding my insurance claim for my vehicle (Reg. No. TS**F****, Model: S-Cross) and the poor service provided by your team in the Warangal regional office.

Despite multiple follow-ups and escalations, your team has failed to provide a resolution, leaving me frustrated and with no choice but to bring this matter directly to your notice. This email outlines the numerous concerns, violations of policy terms and regulatory guidelines, and my immediate demands for resolution.

Background of the Issue
Claim Details:

The claim pertains to an accident and stolen parts of my vehicle, reported two months ago.
Despite my vehicle being ready for delivery, the necessary approval from SBI General Insurance is still pending (Maruti partner)
Policy Accessibility:

Despite repeated attempts, I have been unable to trace my policy details online, adding unnecessary delays to the claim process.
Contradictory Guidance on FIR Requirement:

Your representatives initially assured me that an FIR was not required for my claim.
Now, two months later, you are demanding an FIR, which is impractical and contradictory to your earlier communication.
Customer Service Issues:

Your service team in Warangal has exhibited unprofessional behavior, showing a lack of accountability and basic customer care. Instead of resolving my concerns, they have treated me with indifference, forcing me to follow up repeatedly.
Policy Terms Supporting My Claim
Coverage for Theft and Accident:

Section I(ii): The policy explicitly indemnifies the insured for loss or damage caused by burglary, housebreaking, or theft.
IMT. **: Theft of parts attached to the insured vehicle is covered under this endorsement.
FIR Requirement in the Policy:

The policy states:

"In case of theft or criminal act which may be the subject of a claim under this Policy, the insured shall give immediate notice to the police and cooperate with the Company in securing the conviction of the offender."

While I understand this requirement, your representatives, including Krishna Kumar, Raj Kumar, and Nikhil, bosses of your region assured me that an FIR was not required. This conflicting guidance has caused delays and demonstrates gross mismanagement.

Regulatory Violations
Your mishandling of this matter violates several regulatory provisions:

Delayed Claim Settlement:

Regulation ** of IRDAI Regulations: All claims must be settled within ** days of receiving the required documents. Delays beyond this period attract *% interest above the bank rate on the claim amount.
Failure to Provide Policy Accessibility:

IRDAI (Protection of Policyholders’ Interests) Regulations, ****: Insurers must provide clear and easy access to policy documents.
Insurance Act, **** (Section **): Non-compliance with record-keeping and accessibility requirements attracts penalties of up to ₹* lakh per violation.
Service Deficiency Under Consumer Protection Act, ****:

Your actions constitute a clear deficiency in service under Section *(**), entitling me to seek compensation for the delays, financial losses, and mental distress caused.
Immediate Demands
I demand the following actions within ** hours:

Full Approval of the Claim: Approve the claim for all accident-related parts and stolen parts of my vehicle without further delays.
Delivery of My Vehicle: Ensure the immediate delivery of my vehicle, as it is ready at the workshop.
Written Explanation: Provide a formal explanation for the delays, contradictory guidance regarding FIR requirements, and failure to provide policy accessibility.
Compensation: Address the inconvenience caused and provide appropriate compensation for the mental harassment and financial stress inflicted by your team.
Escalation Notice
If my demands are not met within the stipulated time, I will:

File a formal complaint with the IRDAI Grievance Redressal Cell and Insurance Ombudsman for non-compliance with regulatory standards.
Approach the Consumer Forum to seek compensation for the delays and harassment caused by your negligence.
Highlight these issues publicly through social media and consumer forums to expose the poor service and mismanagement by SBI General Insurance and Maruti Suzuki.
Closing Statement
This email serves as a final opportunity to resolve my concerns professionally. I have been patient, but your continued failure to act has left me no choice but to escalate this matter further.

I expect your confirmation of claim approval and immediate action by [specific date and time, e.g., * PM tomorrow]. Any further delays will compel me to proceed with the actions outlined above.

Thank you for your immediate attention to this matter.


Thanks & Regards,
CHALLA SRINIVAS REDDY,

PH:+************,