Policy lapsed

Location/place: Noida

Name of company/service: Max New York Life Insurance

My wife had her policy premium due this year which was paid within time as per the guidelines mentioned on your Web site.

A month later, we got a message from Max stating that 150 odd rupees are pending on my policy premium; to which we were told that they were paid less while submitting the premium.

Now we got another message stating that the policy is lapsed and to reactivate it we need to pay Rs. 251.42 .

Please refer to YOUR WEBSITE Link which guides you to the Pay Online Premium and you would see that the amount is prefilled there !
( https://www.maxlifeinsurance.com/customer-service/existing-customer/policyrenewalsform1.aspx?src=hp-btn )

A customer cannot change or edit the amount so when YOUR LINK showed an X amount the customer would pay the same, now where did these 150 or 250 odd rupees came up?

I approached the Customer Care and wrote them a mail where the response is as per below:
“If you pay through any link other than YOUR Account (The other Link is the Pay Online option available on the MAXNEWYORKLIFE Ins. web site) then the service tax is not included in it.
The other answer I then got was, that the system was at fault here.

If we look at the link, the NET amount payable is INCLUSIVE of SERVICE TAX, LATE PAYMENT INTEREST AS PER YOUR PLAN, the customer would pay as per the system then how did the pending amount came up after 1 month.

Please take this up as it is unncessarily troubling us.

Thanks,
Navpreet Singh