[Resolved]  Icici Lombard — refusal of accident claim

icici lombard shop insurance — regarding bad behaviour

i am a leading busineesman with having 30 shops and 15 godowns in transport nagar lko, have talked today to ur gomtinagar office regarding insurence of fire & theft to garima yr executive to know the procedure of yr company regarding above insurence garima has talked to me and told that i will tell u in one hour ofter giving my detail for insurence then she phoned me and asked to talk to her senior h etalked to me very rudely and said we dont cover shop owners insurence then i asked that what type of insurence u people covered as i was in mood to give u the businees he replied we dont provide such type of insurence very rudely this i cant expect from u people as i have diffirent kind of bussinees all over the city and i am existing customer of icici lombad but ofter this mom ent i wiil see that no body from my group will take yr services any more

Dear,
I(faiza suhail) having a car insurrance policy from icici lombard from continous last 3-years, my last policy from icici no 3001/50334390/01/000 for the year[protected],
On 19th-april-08 my car properly standing in authorised parking at church mission road fatehpuri delhi-06 was hit by other car very roughly and caused severe damage to my car i claim to icici lombard claim no provided to me is MOT[protected] at the time of servey I tells all the truth to the icici server executive how the accident took place after waiting for 2-months the icici lombard has refuse my claim and giving me lame excuse that your car was standing to authorised mcd car parking that's why icici was not liable to pay inssurrance claim and know u can fight with mcd or the contractor of the parking to recover the damage for your car, now pls tell me what can i do ? as i have paying only the charge using the premises of the parking not for car inssurance to parking.
thanking you and waiting for your favorable reply
my contact no is +91-[protected]

ICICI Lombard — refusal of accidental claim

Dear,
i had already posted my complaints against icici lombard but yet i have not recived any reply from icici lombard pls tell me what can i do now ?

SUB: Redressal of grievance against ICICI LombardMotor Claim No. MOT01183550 Policy No.3001/54531759/00/000

Sir,

This is to bring to your kind notice, an alarming case of “Dishonouring of the Terms & Conditions, ” cited in the contract signed between the insurance company (ICICI Lombard) and the client (Mr. Binod K. Jain). While insuring a vehicle, the said insurance company assures to cover all risks the vehicle is insured for, vide the terms & conditions clearly stated and under the regulatory jurisdiction of your organization.

But, when it comes to the payment of insurance claims, the same company drags it’s feet by delaying the settlement by the non confirmatory attitude of it’s officers, the devious play of agents (out sourced) assigned by them to verify the authenticity of the claim, which exceeds the limits of obnoxious, high handed and condescending manner in which the agents of the company question, threaten and behave during the said process.

Please find given below the sequential flow of events leading to the harassed state that I am in at the moment and which has led me to knock for justice at your door.

On July 05, 2009 I left Delhi on a day return excursion to Haridwar along with my friend (Sumeet Bali) and another gentleman (Dr. Goel from Meerut). My car (Make: Skoda Octavia) bearing registration number DL 6CJ 5913 was being driven by my friend Mr. Sumeet Bali. On the return leg of the journey on the same day, the aforesaid vehicle met with an accident on a culvert between Deval & Ganga Barrage on Bijnor – Meerut road.

Near the culvert, a cyclist suddenly came on the road in front of our car and in order to avoid hitting the cyclist my friend who was driving the car swerved the car to the left and lost control of the car. As a result the car fell off the culvert to a depth of approximately 25 feet and landed sideways on a bed of rocks and overturned, finally to land on the wheels. The car was badly smashed but thankfully all 3 o[censored]s miraculously escaped unhurt.

The police came immediately and called for a crane and hoisted the car out and then we got the car loaded on a truck, which ferried it across to M/s. Giriraj Motors Pvt. Ltd. In Gurgaon, who are the dealers and authorized workshop for Skoda Auto.

We, through Giriraj Motors, duly intimated ICICI Insurance Company, with whom my car is insured and the company sent a surveyor (Mr. Shubhanshu Jain) to survey my accidental vehicle, whose insured value is Rs.9.69 Lakhs. M/s. Giriraj Motors submitted an estimate of Rs.11.5 Lakhs for the repairs/parts, the value exceeding the insured value, making this case fit for being a “Total Loss.”

Please note the attitude of the persons mentioned below, which speaks volumes about the dishonest intent of ICICI Lombard as an organization.

The Surveyor: Mr. Subhanshu Jain (Mobile:[protected]
The following papers reached Mr. Subhanshu Jain on July 06, 2009 duly filled & signed and checked by Mr. Rajeev Sharma (Manager Body Shop) of M/S. Giriraj Motors (Mobile:[protected]:
• Intimation of the accident
• Claim Form
• Original report of the accident duly received & stamped by Police Station Ramraj.
• Photo-copy of the Driver’s License valid until 2015.
• Photo-copy of the registration of the vehicle.
• The estimate of repair prepared by M/s. Giriraj Motors (Authorized dealers of Skoda)

I repeatedly called Mr. Subhanshu Jain to enquire about the progress and the status of the report being prepared by him. Mr. Jain kept on delaying a confirmatory response citing official pretexts and said that he will tell me about the details pertaining to the settlement of the issue. Finally, Mr. Jain went back on his assurance and told me that he cannot divulge anything with regard to his report or the settlement of the claim and that I should now contact the “Verification Department” of ICICI Lombard and speak to one Mr. Nitesh / Nitin (Mobile:[protected], as the file had been put up there for verification.

The Verification Department:
• Mr. Nitin (Mobile:[protected]
• Mr. Bhupesh Sharma (Mobile:[protected]
• Mr. Ashwini Sharma (Mobile:[protected]
• Mr. Ajay Verma (Mobile:[protected]
• Mr. Dhiraj Dhigan (Mobile:[protected]
• Mr. Charandeep Singh (Mobile:[protected]

Many amongst the list of the persons named above claimed to be calling from ICICI Lombard to verify the authenticity of the reported car accident. My friend (Mr. Sumeet Bali) who was driving the car at the time of the accident, Dr. Sanjeev Goel, who was the 3rd person sitting behind on the rear seat at the time of the accident and myself, who was sitting in the front passenger seat at the time of the accident, were repeatedly called by all the persons above (except Mr. Charandeep Singh) to give our version/description of the incident. This became highly irritating in nature, as they kept suggesting that the other persons questioned have said something other-than what the person being spoken to had said. The versions given by the 3 persons in the car at the time of the accident were same, as that is what had actually happened.

I called Mr. Nitin to check the status (as suggested by Mr. Subhanshu Jain – surveyor) of the case and the reason for delay cited by him is as follows:
“Our verification officers have already been sent to the spot of the accident to verify the accident, but since this is the season for Kanwarias pilgrimage to Haridwar, so verification will take 3 – 4 days.”

After 3 days, I once again called Mr. Nitin and he said that the case has been found to be genuine and that the report has been sent to the next level. He asked me to call Mr. Subhanshu Jain again to check the status. I called Mr. Jain and he referred me to Mr. Bhupesh Sharma, who said that the report has not been received as yet by him and that it will take some time. Sometime later I called Mr. Bhupesh Sharma again and this time he handed over his mobile to one Mr. Ashwini Sharma, who he said is the person in-charge of your case. Mr. Ashwini Sharma told me that my car’s accident case has been sent to the legal department of ICICI Lombard in Mumbai for their opinion.

This passing the buck attitude frustrated me very much and I asked him to provide me the name of the person dealing with my case in Mumbai and his contact number. To this, he responded that I cannot give you either the name or the phone number of the person concerned. This angered me no limit and I asked him how come he did not have this information, when he was dealing and working with a person from the same organization. Mr. Ashwini Sharma now said that he was not an official from ICICI Lombard but from a call center under contract from ICICI Lombard. This event was most frustrating, as no one really responsible or in authority was available. Mr. Ashwini Sharma sensed my anger and asked me to contact one gentleman, who was dealing with my case in Mumbai. The number he gave me was[protected], which I called immediately, the gentleman answered but he disconnected immediately and sent me a sms dated 22 July 2009 saying the following:
“I’m sorry can v talk after half an hr. into a mid of a meeting. Rgds”

Much to my chagrin, I discovered that this number & sms message belonged to the same Mr. Nitin who I had spoken to many times earlier and that this number was not a Mumbai number but a verification department number from Delhi. Sir, this is the kind of fraud that ICICI Lombard indulges in to frustrate the genuine attempts of the affected party to know of the progress and settlement of his case.


Mr. Dhiraj Dhigan – Verification Staff
Now, what I am about to state is the most pathetic display of rude and goonda like behavior of the ICICI Lombard’s staff. One Mr. Dhiraj Dhigan visited my residence to verify the incident and asked me to give a written statement of the accident. I told the gentleman that I had submitted 2 documents detailing the accident, namely “The Original report of the accident duly received & stamped by Police Station Ramraj” and “Claim Form has the complete detail in writing.” Also I stated that since the vehicle belonged to me and that my friend Mr. Sumeet Bali was driving the vehicle, both o[censored]s had jointly signed the afore-stated documents. To this, Mr. Dhiraj said that he had not received any of the 2 documents and that it was necessary for me to give him copies of both of them. I asked him how he did not have the said papers, when he works for ICICI Lombard’s verification department. I asked him for his identity proof, which he said he was not carrying at that moment but he was definitely an ICICI Lombard official. I believed him and gave him copies of the entire set of the documents.

Mr. Dhigan called Dr. Sanjeev Goel and told him that he was calling from ICICI Lombard and that he had certain information that it was Mr. Binod K Jain who was driving the vehicle at the time of the accident and that now he had sold his accidental car to Mr. Sumeet Bali. Dr. Goel told him that all of this was incorrect and he presented him the right version of the event.

Following the aforesaid games played by Mr. Dhigan, he called my friend Mr. Sumeet Bali and told him that he was calling from ICICI Lombard asked him if he could come for verification. Mr. Bali said it was fine for him to come over and ask whatever he wanted. Mr. Dhigan reached the residence of Mr. Bali and repeated the same story that he had given to Dr. Goel and when Mr. Bali told him that his was the incorrect version, he asked him for a written statement. When Mr. Bali said that he has given a joint statement both in the report to the police and then in the claim form, he said in a very rude manner that he (Mr. Dhiraj) did not consider the report to the police and the statement in the claim form to be valid. Then he asked Mr. Bali to get a photo-copy of his license, which he did and then he told him that his (Mr. Bali’) license was not fine and that he had not seen such a license ever before. He then asked Mr. Bali to call me (Mr. Binod Jain) to come over and bring his driver’s license and all papers related to the incident along with. This frustrated Mr. Bali, who asked him for his I.D. proof. Mr. Dhigan told him very rudely, that he was from ICICI Lombard but was not carrying any I.D., as it is not necessary. Also, if you all want a speedy disposal of the case, then you should consider giving me (Mr. Dhiraj) something. Mr. Bali held him and called the police and reported the entire incident. The police report is being attached herewith for your kind reference.
One Mr. Charandeep Singh & Mr. Malhotra appeared on the scene when Mr. Dhiraj called them and on being questioned by the police, it became evident that all the persons stated above do not belong to ICICI Lombard but to one “Suraksha Enterprises, ” which is out sourced by ICICI Lombard.


ICICI Lombard: Mr. Harendra Prasad (Manager) [Mobile:[protected]]
After all the above frustrations, I once again called Mr. Subhanshu Jain (surveyor) and this time he gave me the phone number of another gentleman, who he claimed is the man in-charge and working directly for ICICI Lombard. He, he said had the final authority to take decisions in your case. I’ve called Mr. Harendra Prasad more than 10 times till date and he has responded in the following manner:

• I do not know of this case, please call me tomorrow.
• I have heard about this case but the papers have not reached me.
• Please give me some more time, as things take time to move in our verification department
• By tomorrow your case will be finalized. You will hear from me.
• He never called, so I called him and this time he said that the 3 o[censored]s (Binod Jain, Sumeet Bali & Dr. Goel ) will have to go the Pitampura office and meet one Mr. Ashwini Sharma, who will verify your case. I immediately told him that I had spoken Mr. Ashwini Sharma and that Mr. Sharma works for a call center and not for ICICI Lombard. Mr. Prasad asked me how did I know this fact, to which I responded that Mr. Sharma had himself told me so. Mr. Prasad kept quiet thereafter and I told him that I want to meet someone from ICICI Lombard and not with some out sourced persons claiming to be ICICI Lombard staff in authority. Mr. Prasad finally sent me a sms dated July 23, 2009, wherein he states that I should go and meet Mr. Bhupesh Sharma.

Sir, this is how ICICI Lombard and their agents play with their client and this is a clear case of harassment, where despite the fact that I pay heavy premiums for insurance, when it comes to payment for a genuine accident claim the company drags its feet and starts to brow beat and frustrate the client and then may be agree to an amount, which is loaded in the company’s favour.

I request your kind intervention in the above matter, so that the above matter may be settled in a just manner without me having to bear a massive loss due to the insurance company’s dishonest ways which is a clear indication of its business malpractice.

Thanking you in anticipation.

Yours truly,

Binod Kumar Jain
465/466, Double Storey,
New Rajinder Nagar,
New Delhi – 110 060.
Mobile:[protected]