[Resolved]  Bajaj Allianz Insurance — Non payment of claim and rude behaviour of surveyor

Address:	600033
Website:	bajajallianz.co.i

My car zen estillo (Tn07ar9212) is insured by your company with policy ref no. Og[protected]-00000945. The vehicle had met with a minor accident on 06 march 2016 at chennai, wherin it scratched against a wall on the right side of the driver's seat while trying to avoid a motorist coming on the wrong side during a turn.


Surveyor mr naveen kumar inspected the vehicle at abt motors garage, in ambattur chennai on 16 march 16 and spoke to me. He enquired about the accident and when i explained to him, how it happened, he appeared to be completely restless and rudely refused the claim under the pretext that one claim for replacement of windshiled had earler been preffered during chennai floods in december. He was arguing that the scratches which i am reporting this time had been found in the earlier photo when the vehicle was inspected in december.


I tried to reason that there could have been some scratches in the past, but now the scratches which have occured as a result of the incident of 06 march, have completely destroyed the look on the bumper and also caused a dent on the right panel door. But the surveyor was adamant in his stand and refused to accept the claim. I tried to explain that it is not feasible to run to the garage or the insurer for every small scratch, and he may chose to repair only the fresh ones and ignore the old scratches if he wished so strongly about it. But he was in no mood to listen. He further argued that the matter has been reported late, which is not a fact. Very next day after the incident, on 07 march, the car was taken to abt motors which regularly services my vehicle. Since the garage was heavy committed, they requested me to get the vehilce two to three days later and i deposited the vehicle with the garage on 10 march.


Even in december, when the previous claim was preferred, i followed the same method, and the garage undertook the responsibility of informing the insurance company after assessing the damage and cost of repair. Hence same was followed this time. However, the surveyor argued that it is not his lookout as to where i get the vehicle serviced, and i should have gone to some other garage in time and reported the accident. Not only was he rude in his language, but also discourteous to disconnect the line abruptly.


Company may please clarify the following:-


1. Whether as many scratches were present on the bumper at the time of accepting the insurance policy in april 2015? Pls check the photos to see that there were absolutely no scratches then.


2. If these scratches were there, copy of the photo may please be produced.


3. If the scratches appeared in the photos taken in december 15 when a claim was preferred for replacement of broken wind shield, why was the scartches not repaired along with the wind shield, since the surveyor claims that the scratches were visible even in december.


4. What means does the surveyor have to differentiate the fresh scratches from the old ones, if they occur in the same area?


5. Even if there were some scratches for which no claim was preferred in december 15, can the company refuse to accept the claim for repair of the bumper due to fresh scratches that have occured as a result of a fresh accident.


Mindless of the rude and unfriendly attitude of the surveyor, the company has chosen to serve a notice dated 16 march 16 with an observation that the damages claimed is old, seeking explanation within seven days from me.


It is once again clarified that the scratches have occurred afresh on 06 march 16. Attempts to avoid, accepting the claim on the pretext that the scratches pre-existed is not acceptable, speaks poorly of the company staff, and repulsive in customer relation behaviour.


Hope i get a positive response.