Bajaj Allianz offered me a “Zero Depreciation Policy-Motor Car Insurance” in October 2013. I paid them the requested premium of INR14500 and asked them to proceed. I received the policy papers only after 3 reminders sent to them and 30 days after the policy start date.
I met with an unfortunate car accident on 11th June 2014 and called the Claims number to register. To my surprise the executive informed me that the policy I have is a normal policy and I am not entitled to receive “Zero Depreciation” benefits. The executive also asked me to write into customer service to resolve my issue. I wrote to them on 12th June 2014 with a proof of premium quotation they asked me to pay for Zero depreciation Policy.
To my first email, the customer service team requested for 7 days to investigate the issue and came back saying that the policy is as per the cover note and I should talk to the Branch. When I addressed that, not filling up the Cover Note properly is the agents mistake, the customer service team sent me an apology email accepting the error done at your end and asked me to speak to the agent directly. (it took them another 4 days to investigate that the agent was at fault and they decided that the agent and customer should sought this themselves- Highly Insensitive).
When I raised my discontent to the insensitive behaviour and asked them for the solution (Since it was the company who issued me the policy and it is their responsibility to take action against their agent), they stopped responding to my email and closed the discussion by writing that I will have to solve this with the agent and Delhi branch. In the mean while the supervisor of the agent who did the mistake called me to prove that it s all my mistake and nothing will happen if I keep writing emails. Below is the conversation details :
Mr. Anoop Mishra from the Delhi branch with mobile number +91 9958811244 on 27th June 2014 :
Mr Anoop Mishra : Hello Sir, I am calling from Bajaj Allianz General Insurance and I am calling to discuss the issue you reported with us.
Myself : Yes, please.
Mr Anoop Mishra : Sir, when I read your communication and issue, I felt really bad with the incident that happened with you. I have spoken to the agent and found that it was his fault and the insurance policy does not match your request.
I would also like to tell you that emailing to customer service team will not help as the company does not allow us to settle such disputes. Hence out of courtesy I am offering you help in which the agent at fault can pay partial amount of cost of the repair.
Myself : Mr. Mishra are you telling me that the company is not sensitive about my issue? Have you not been appointed by the company to speak to me to resolve this issue? Under what relation are you then feeling bad about my loss?
I have paid a premium for Zero Depreciation Policy and your company did a fraud my issuing me a normal insurance policy. I have already quoted my request and want your company to act upon it.
Mr. Anoop Mishra : Sir, as I told you sending emails will not help as the company will not settle this for you. As far as the premium is concerned, the Government has authorised us to charge any amount for premium from the customer. We can even charge 200% of the actual premium amount from the customer.
Hence I am calling in to settle this with you and close this issue. Once again I would like to tell you that the policy is as per the cover note and hence the company will not entertain your request.
Myself : Mr. Mishra I am in communication with the company and in case you are saying that you wish to help me, I need a written proof from you on the compensation else its better I deal with the company directly. I will read to understand the compensation and will revert after consultation.
Mr. Anoop Mishra : Sir, I will not be able to give anything in writing as this apology and compensation is outside company policy. However to build your trust I will initiate a refund of the extra premium charged by Monday 30th June 2014, and will assist you in getting your car damage estimated on 1st June 2014 at Body Shop Courtesy Honda, Okhla, ND. I can then push the agent who made the mistake to pay you the damage in cash. However I do not promise you on how much will he agree to pay. (making me feel that I am at the mercy of the agent who made the fault and I should beg him for compensation- the guy never talked about the action taken against the agent).
Myself : Mr. Mishra, after what I have suffered I have no trust over the company and its employees, however I would like to give you the opportunity to initiate help. I would still demand everything in writing so that I have proof of promise.
Just like your agent verbally promised me that the policy will be “Zero Depreciation” and did not mention that on the cover note. I don’t believe you helping me out when you have already told that the company is not interested in my issue.
(this is what happened next)
Monday 30th June 2014: Waited for the whole day but no one came or called.
Tuesday 1st July 2014 : Waited for the whole day but no one came or called. In the evening wrote an email to customer service who replied back asking me to contact Mr. Anoop Mishra.
Wednesday 2nd July 2014 : Waited for the whole day but no one came or called.
To this communication, I was informed that my earlier complaint (52712952) was closed (without informing me) and a new case has been opened under request number 53116676. They asked for 3 days to revert back on the new complaint and as always the deadline has crossed and they have not yet replied back.
It has been 26 days since the issue was reported. I would request you to intervene in this matter and provide help. I have had enough of mental pressure dealing with such an insensitive company and my car is also lying unrepaired causing me embarrassment and commuting trouble for the past one month.
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