- Car Claim Is Rejected ^Open

jatin Vankar filed this complaint against Bharti Axa General Insurance on Aug 10, 2021

Respected sir /Madam,
I have purchased Insurance policy Online from Bharti axa general Insurance website: https://www.bharti-axagi.co.in/ on dated **-**-**** for my Car Maruti Suzuki Baleno (GJ**-BH-****). The policy no. is SC******.
Due to minor damage on the left side of the car, I produced my car at Riddhi Motors, Gandhinagar, Gujarat for repairing on dated *-*-****. The survey of damage was done by company side surveyor Mr. Akash Wala. I have been reported by Official of Riddhi Motors (not by Mr.wala) on date *-*-**** that my claim is rejected due to NCB taken wrongly by me.
While discussing with Mr. Wala, Mr. Wala said that the claim is not payable as I have taken **% NCB in this policy. And I was not eligible for **% NCB as I have taken Claim Benefit from my former Insurance company i.e., Bajaj General Insurance (Policy Number-OG-**-****-****-********).
Hence, I Contacted BHARATI AXA’S Customer Care No.**** *** ****, dated *-*-**** and complained about this. I talked with Miss Shreya at the Customer Service center on land line number, and Shreyaji told me that my claim is surely payable after I pay NCB recovery. She also told me that she will send a mail with a link of NCB payment, and the said mail will be sent within ** hours. She also gave me a Case No. which is ********. In addition, Miss Shreyaji behaved very politely and also told me that there is no reason to worry as my Claim is payable. But even after ** hours, till now I have not received the said Email.
As the email was not received from the company, I got the company's email address from the website on which I dropped a complaint mentioning all the case details. In response, I have received an EMail on date *-*-**** acknowledging the issue. As per the Email form the Company, it was asked to contact my Claim handler for NCB recovery but details of the claim handler was not mentioned in the mail. So, I again contacted customer care number to get the details of the claim handler and Contacted Claim handler Mr.Wala on date *-*-**** by Whatsapp. Mr. Wala replied shortly on Whatsapp and said that my Claim is not payable. And even he did not describe by which terms and conditions my Claim is not payable even after recovery of **% NCB. (???)
As I have not received a satisfactory response from Mr Wala, I again contacted customer care and after discussion with the customer service person, I talked to Claim Manager Mr. Vishal Patel (Ahmedabad). Mr Patel said that **% of my claim is Payable after recovery of NCB and the remaining **% should be paid by me.
But, the problem is that even after discussing and raising the said issue at various forums, neither I have received any link to pay NCB recovery nor I have been guided on how to pay the NCB recovery amount.
As I didn’t get any help for this issue, I again contacted Customer care Service number on date **-*-****. Again Customer support person suggested me to Contact Nodal officer Mr. Jaydeep Patel (Retail Claim, Ahmedabad). So I contacted Mr.Jaydeep Patel on his mobile number ********** on date **-*-****. Mr. Patel behaved in a courteous manner and told me to process for NCB recovery first of all and after that recovery, my claim will be payable. He also said that he will direct Mr. Wala to process my Case at the earliest.
But, ever since I put my car in for Repairing on date *-*-****, I have not been contacted by any authority from Company side and did not get any response for the resolution of my issue. I feel like I am begging for my rights and I am a culprit for taking car insurance from the Bharati Axa Insurence organization.
In this matter I would like to draw your attention to the points below.
*. During the online purchase of Car policy from Bharati Axa’s web portal on date **-**-****, a person from the company side named VISHAL guided me to fill out an online insurance form. While processing stage to fill up the details of NCB , I asked Mr. Vishal, what should I do as I have already taken Claim benefit from my former Insurance company- Bajaj General Insurance. Mr. Vishal told me that there will be no problem in future and suggested that I select NCB **% and process further. (koi dikkat nahi hogi…) Now at this stage, the point is very clear that I have been misguided from Company side agent Mr. Vishal, and hence it is crystal clear that from the very beginning the company misguided a customer and when the customer claimed for damage, the company is asking for money again in the name of penalty .
*. During the time of the purchase of the online insurance policy, I have already disclosed all the relevant information pertaining to the NCB and also other details. However, the same has not been scrutinized from the company end and also the company has misguided the customer. Moreover, the company has not communicated with me in time for the recovery of the NCB.
*. When I contacted the Customer service on *-*-****, the authorized person told me that my claim is payable after NCB recovery, but when I contacted the Claim Handler he denied and said that the claim is not payable even after NCB recovery. So actually what is the company’s policy and rules regarding this?
*. While discussing with Policy Claim officer Mr.Jaydeep Patel, he asked whether I have any written documents/mail from Customer service center stating that my claim is payable after paying the NCB recovery. So, I kindly requested to provide me written statement of all conversation done by me with customer service center via telephone (No. **** *** ****), so that I can provide the same to Mr. Patel as per his requirement.
*. I have put my car in service on date *-*-**** but the survey is done on *-*-****. And it was brought to my notice by an authorized person of Riddhi motors that my claim was rejected by the surveyor of the insurance company. As no decision was taken by the company in the above stated timeframe, I had to hire a cab to and fro to the office. This is very disappointing and due to non timely delivery of the service, much of my time and money is wasted. One week is too long a period to decide whether the claim is payable or not. Even after ** days, there is no actual action taken from the side for my claim and the NCB Recovery.
*. I have not been informed by Email, letter, SMS or any other source from the company regarding the rejection of the claim. Rather, I have been informed by Riddhi Motors officials. So the question is, is it not your duty to inform customers for once? It’s very disappointing also.
*. If the undue questions are raised at the stage of Claim approval, what is the benefit to take insurance? And further the company has all the time denied rudely.
*. Even after a long time there is no solution. I made many calls to customer service (off course each and every time, the customer officials were changed and I have to explain my problem from the scratch) and also I made many calls to Claim handler, claim Manager and Nodal officer at the expense of my valuable time facing mental torture. But will company be able compensate the time I wasted and mental torture I faced???
*. I am working at the Secretariat of Gujarat State and on a busy Schedule I have to work. But, I can’t concentrate because of unprofessional service given by the Company which is making me feel a mental bizarre. There is no concrete output from the company in this whole issue. Here I want to say that the Most Important thing is TIME.
**. After ** Days I got an Email from the company regarding the REPUDIATION of the claim. (Enclosed the pdf.)
**. Here, considering mail from the company dated **-*-****, I further make my representation in this case and I request you to kindly relook my case afresh and also go through the recordings as attached which will bring all clarity for NCB issue.
**. Looking at the case and as disclosed in Point No. * of this email, due to wrong information being provided by an employee of the company, I have availed NCB; for which Company employer/Company itself is wholly responsible.
**. In technical issues like Insurance Customer may provide information due to negligence, which may not seem to be correct per se, but what if the company handling such a technical matter in routine course of action provides false information from beginning and thereafter rejects the claim. Who shall be held responsible for this?
**. Further, as per point No. * in this email, no communication is being made to me regarding NCB recovery. Hence, if my Insurance is invalid from issuance itself, then why did the company not act and why continued my insurance.
**. Also, when I contacted customer care they told me to contact the Claim Handler/Manager and when I contacted the Claim Handler/Manager they told me to contact customer care. Further, who is the appropriate and responsible authority to resolve this kind of issue, is not made clear to me as a result of which I am having unbearable mental stress.
**. Hence, rather than informing customers about faulty insurance right from the beginning, harassing the customer during the time of settlement is gross violence of the customer right. Furthermore, declining the service even after receiving money from customers is also a kind of forgery, for which Bharti Axa Company may be asked for necessary clarification and if found guilty, the company may please be punished.
**. In conclusion, I want a clear solution with regard to the below mentioned issue.
(A) Either approve my Claim without any objection, or
(B) Give my Money back with interest from the date I paid for the Policy (**-**-****), so I can take insurance from another company.
**. Considering my case, I kindly request you to do appropriate/direct responsible person to do appropriate with regard to the mental harassment and claim settlement.

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