Myself Rahul Charlewar, got a policy from Aviva Life Insurance on 20th Dec 2005. My policy no. is NSG1191593.
I have been regularly paying premium of 12000 Rs. since last 3 years for my policy. I had paid 36000 Rs so far as my premium. I had my fund switch as well during these period as well.
All of a sudden in the month of March, when i checked my policy details online, I found my policy status as "Lapsed". I have been following up with Aviva since that time for the reason, I was informed that you had not paid premium of your policy that's why it is lapsed and i was asked for the proof of payment in Bank Statement form. I sent my bank statement in the month of April, and then in may, in total atleast i sent 3-4 times my bank statements alongwith Aviva Consolidated statement showing my premium as paid.
I would have called more thatn 20-30 times to customer care officers and they always say it should be resolved in 3-4 working days. Few members i dealt during conversations are Saina, Vijaya, Reena, Himanshu (Manager of Customer Services) and Herlin Kaur (Manager of customer services).
They always promise to get resolution in 3-4 days, , but, , never come back. Today i was informed that you had not paid your first premium that is in december 2005. and you sent a statement for 2008,
I just couldn't beleive that how come they are asking me details of my 2005 premium as my policy was active till march-2008.
Himanshu mentioned that in reconcialliation they noticed they don't have reference for 2005 payment, , and that's why it's lapsed.
It was so shocking that i have been paying all premium regularly and i have receipt of Aviva, eventhough they are asking me the proof of year 2005, this can happen to any customer and they can ask data after 10-15 years too.. how one can trust on this kind of Insurance company.
Their telephone no. are 1800 180 22 66 and 0124-2709046.
And I have been speaking with the heighest authority as they mentioned for customer services dept. named Himanshu and Herlin Kaur.
I strongly agree with you and I am facing the similar problem from them, which I am going to write about it very soon.
By the way, I were also dealing with Hemanshu, Soniya Zulka and other AVIVA sales guy who seems to be really big big liars and have excuses for every mistake of theirs. I think they do it purposely to cheat the customers and suck customers money.
Anyways, It's too much frustration and too much to write. Can you just let me know, if you could send an email to MD (T R Ramchandran) regarding this? ANd what was his reply.
In today's date I doubt the capability of just every staff off Aviva and feel that they are just bunch of jokers sitting in your Hyderabad office just collecting a salary at the end of the month.
I received a call on Saturday 17th September 2011 from your Hyderabad office, Mamta, reminding me for payment of my policy number LSG1153533.I asked her to send an executive to my residence to collect the cheque as this is facility aviva offers to their customers.she promised a call from the staff concerned.NO CALL RECEIVED TILL MONDAY.I called around afternoon and the payment collector promised to come on 22september as Monday was not possible and 20-21st I was out of country.
I saw a missed call from aviva on 21st sep when I was out of country.
waited for your executive on 22nd as per the promise NO ONE TURNED UP.In the evening at 1800hrs I receive a call from your Chennai office promising me to send an executive at 1100hrs on 23rd but as usual NO ONE TURNED UP.I called your office and invited trouble.
Your executive shiva krishna called from number+919030764909 to say he would come at 1300hrs to collect payment.At 1343hrs after waiting I called the same number several times but no response.Made several calls to your HYD office but people had no answer.
Seems aviva highly lacks professionalism where a call is picked up by the security guard.The call is then transfered to someone of his choice who is not even in the position to check the customer record even though he takes down the name of the customer.Then on an open line the staff starts chatting with people around him/her and the customer listens to everything!!!
Your staff shreekanth instead of understanding the inconvenience I was going through expressed his helplessness in providing any assistance to me and said he was attending to the walk-in customer because he was angry and that I should have called the toll free number.Clearly stating that aviva can neither satisfy the walk-in nor can be of any assistance to the customer on phone.Finally I had to request him to transfer the call who would be better than him.Call was transfered to Mamta again.Shocked to know that Mamta asks the customer if I had the number of aviva executive so that she can call and speak to him.
Is this the way AVIVA WORKS?????
Right now it is 1515hrs and there is just no trace of your executive who was required to come.High time you sack him.
I am myself into service industry but at no given point of time have I been educated to express our INTERNAL PROBLEMS to our customers, KEEP DODGING and MAKE A CUSTOMER WAIT FOR SO LONG TO PROVIDE A PROMISED SERVICE.
Today I feel I made the biggest mistake to take up the policies from you...when your executive had come begging in our office.
I am highly disappointed with this failure of service and the highly poor reponse from your office.
Pls also remember every bit experience cannot be penned down as well.
Aviva has business and the staff have a job because we have a job and are able to buy a policy from you.Your staff dont even know how to respect their own job!!Once employed tey only learn how to dodge the customer and get away from the situation.
I have undergone so much of harassment from your staff that I can even file a case against you for this harassment.
I started a Policy with you “LBD2105082”, which commenced on 31-07-2008, and this was a 3 year policy with a term of 10 years. Rs. 6250 per quarter, that is Rs. 25, 000/- per year. So the premium submission ended last year, and now that I want to withdraw the amount as I am in need of some hard cash, AVIVA is harassing me !!!
I sent my representative three times to their Brabourn Road Branch, Salt lakeBranch and Park Street Branch and all of them refused to help and send the guy back asking for the bank statement of 2011, but as per Insurance and RBI Law it is not at all necessary, as I have the cancelled cheque of the bank, and my name and account number is printed on the cheque. So this is only sheer harassment.
Even I talked to the customer care department, and they told there should not be any problem withdrawing the amount. But the guys in those branches of AVIVA does not seem to co-operate with me.
I must say, AVIVA already lost its faith in the market with the worst service they are giving to the customers, and this kind of behavior and attitude only make it worse. If customers like me, find out that they give importance and attention to the customers only while starting a policy, and then just ignore them, then I don’t think this will send a very good impression to the general public about AVIVA. And I also think, they should never hope a customer reference after all these harassments.
Customers only withdraw an amount when it is needed very much, and if they harass us at that time, then I must say, AVIVA is going to get a very bad customer feedback from now on, and everybody will fear to invest thru AVIVA, or start any policy from AVIVA. And I think you can understand, that will be the end of their business.