I had bought travel insurance from TATA AIG in March 2018 before I travelled to the United States. At that time a very rosy picture was presented to me. I had also read the the Policy wording carefully. It covered delayed baggage too. I used the Emirates flight from Kolkata to Dubai and then to Boston. My return journey was from Boston to Dubai and then to Kolkata. On my return journey, my baggage was delayed somewhere between Boston and Dubai. Tata AIG refused to honour my claim saying that the delay occurred in India. I am copying and pasting their reasons for not honouring my claim and also the policy wording.
Dear Sir / Madam,
We acknowledge receipt of claim documents submitted by you. At the outset, we are sorry to note that you were inconvenienced due to baggage delay.
It is noted from the claim documents that your baggage has been delayed during your return journey to Kolkata, India.
In this regard, we would like to inform you that Travel Guard Policy taken by you does not provide coverage for Baggage Delay in India. We are reproducing the relevant policy wordings for your ready reference:
Section 6: Baggage Delay
Exclusions
“In addition to the General Exclusions listed in this Policy this coverage section shall not cover any Baggage Delay incurred in the Republic of India “
We regret we could not offer any assistance to you in this matter and consider this as an opportunity lost to serve our valued customer.
In case you need any further clarification, please get in touch with us.
With Best Regards,
For TATA AIG General Insurance Company Ltd.
Shenoy, Sudharshan
Tue, Jun 5, 11:58 AM (3 days ago)
Part D. COVERAGE:
Section 6: BAGGAGE DELAY
We will reimburse You for the expense of necessary personal effects, up to the maximum stated in the Policy Schedule or the Schedule of Benefits (refer to Part G. of this Policy), if Your Checked Baggage is delayed or misdirected by a Common Carrier for more than the Deductible shown on the Policy Schedule or the Schedule of Benefits (refer to Part G. of this Policy) from the time You arrive at the destination stated on Your ticket. You must be a ticketed passenger on a Common Carrier. Additionally, all claims must be verified by the Common Carrier who must certify the delay or misdirection.
Definition: Checked Baggage – means a piece of baggage which was checked in and in the custody of a Common Carrier and for which a claim check has been issued to You by a Common Carrier.
Personal effects means clothes and other articles of personal nature likely to be worn, used or carried but excluding money, jewellery and valuables..
Limitation:
If upon further investigation it is later determined that Your baggage checked with the Common Carrier has been lost, any amount claimed and paid to You under the Baggage Delay Policy Section will be dedfucted from any payment due to You under the Common Carrier Baggage Loss or Baggage/Personal Effects Policy Sections as applicable.
The deductible in respect of this benefit will be applicable if any and shall be of an amount as specified in the Schedule to this Policy.
Exclusion: In addition to the General Exclusions listed in this Policy this coverage section shall not cover any Baggage Delay incurred in the Republic of India.
I would like to point out
1. that my baggage was not delayed in the Republic of India as I was informed that my baggage was not accompanying me on my arrival in Kolkata from Dubai. No there was not question of it being delayed in India.
2. Nothing about not honouring the policy on return journey has been mentioned in the policy wording.
3. My claim is a mere Rs.1290/-. But I want to hightlight how these companies mislead and cheat customers. It is more the principle here.
4. I had approached the Ombudsman but did not get even an acknowledgement of my mail from them.
Hope you can clarify my doubts.
Thanks
Wendy Leyland
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