Complaint against ICICI Prudential Life Insurance company - my policy application number LL31385185
I was looking for an term plan for myself and was searching options for that. I was contacted by MR. Debjyoti, he told me that he is an employee of ICICI Prudential and gave me the plan details of ICICI PRU Pure Protect Elite plan. The plan that was discussed was ICICI PRU Pure Protect Elite, with an Sum Assured of RS. 50,00,000 and term of 30 years with an Annual premium of RS. 13,036. I gave all the documents and filled an application from along with the payment of RS. 13,036 to Mr. Debjyoti(The ICICI Pru Employee from Bannerghata Road Branch, Bangalore) on 14th August 2009. Mr. Debjyoti informed me that my credit card will be charged with the premium, only after the policy gets issued. He also informed me that it will take 4-5 days before policy gets issued and I will have to go for medical examination.
On 17th August 2009, I received a call from ICICI Prudential, informing me that I have to go for medical examination on 18th of September 2009 at NM Medical Centre, Bangalore. I went for the medical examination on 18th September, but while I was undergoing medical examination, I received an sms from my banker that I was charged RS. 13,036 by ICICI Prudential. Now that was a shock to me. as Mr Debjyoti told me that the premium will only be charged after policy gets issued. I called Mr Debjyoti to clarify, and he told me that the amount has been charged to you, because the policy is issued and you will receive the policy in 2-3 days time.
I waited for 5 days, and then I checked the status of my application on ICICI Prudential website on 23rd September 2009, where I got the status as follows:
Contract created, Currently waiting for Issuance
Contract No :12371674 Policy Status:Proposal
Date of Application:14/08/2009
Issued Date:Not Available
No.Type of IssueDocumentRequested DateCompletion DateDoctors NameStatus
1Discrepancy D-EXTRA RATING FOLLOW UP23/08/2009 Not available -PENDING
2 MedicalM-MEDICAL EXAMINATION REPORT17/08/2009 18/08/2009 MR S R PATRI N M MEDICAL CENTREDONE
3 MedicalM-ELECTRO CARDIOGRAM17/08/2009 18/08/2009 MR S R PATRI N M MEDICAL CENTREDONE
4 MedicalM-ROUTINE URINE ANALYSIS17/08/2009 18/08/2009 MR S R PATRI N M MEDICAL CENTREDONE
5 MedicalM-COMBINATION OF 12 TESTS17/08/2009 18/08/2009 MR S R PATRI N M MEDICAL CENTREDONE
6 MedicalM-HIV 1&2 BY ELISA METHOD17/08/2009 18/08/2009 MR S R PATRI N M MEDICAL CENTREDONE
I again called Mr. Debjyoti on 23th September 2009 to ask him, what is this D-EXTRA RATING FOLLOW UP, he told me that he doesn't know anything about it, and he will give a call after checking with the branch. After that, on 23th, 24 and 25th September, I tried calling him on his cell phone for more than 200 times, he never picked up the phone neither he called me back.
Now to check the status I called the ICICI Prudential customer care no. 9845577766, and they informed me that the D-EXTRA RATING FOLLOW UP, is nothing but an extra premium needed from customer to issue the policy. I asked them how much extra premium is required and for what reason. But the customer care, doesn't had any answer for my quires. They told me that it's not yet uploaded in the system. ICICI Pru customer care suggested me to contact my advisor for further information, in reply I informed that My advisor MR. Debjyoti is not picking up his cell phone. In reply to my query they told me that the policy has been logged in by advisor MANJRI MRINAL not by DEBJYOTI.
I was shocked to hear that, as I met with Debjyoit and handed over my documents to him, and how come my policy was logged in in the name of another advisor. So I asked them to give me contact number for MAJRI MRINAL ( the so called advisor for my policy), for which the customer care replied that they don't have the contact number of MAJRI MRINAL updated in their system. Then I asked to provide me with the Branch Contact number, for which they again declined stating that their systems are not working. I called customer care 3 times to find out more about my policy, extra premium and the reason for extra premium , but never got the answer from them. They kept telling me that I will receive the extra premium letter in 2-3 days time at my residential address, but I never got any letter on my address so far.
I did received an e-copy of the extra premium letter on 25th August 2009, wherein I was asked by ICICI Prudential to pay the Premium as RS. 14114 as against as the original quote of Rs.13036. I called Customer care again to know the reason behing the extra premium, for which they never gave me any answer.
The EXTRA Premium letter issued by ICICI Prudential, states that I have to pay an premium of RS. 14114, and give an consent to ICICI Prudential that I am ok with the extra premium, and then they will issue my policy.
Since I felt like cheated by ICICI Prudential because of their non-transparent process, their inability to handle customer queries and the cheating done by their advisers. I decided to not to take this policy, I called customer care and asked them about the process to close this policy and get my money back. The customer told me that I should go to an ICICI Prudential branch, and give them a written application, and the I will get my money back in 6-8 working days.
On 29th August 2009, I went to ICICI Prudential, Indranagar Branch, Bangalore, and submitted my written application stating that I don't want to pay an extra premium, so please refund my money back. The customer service officer at the branch, informed me I will receive my money back in 6-8 working days time. I waited till 1oth September, but when I hadn't received money, I called customer Care and they informed me that , they have not received any application my side. They suggested me to contact the branch again, I again went to the branch and their I was told that my application has already been forwarded to the ICICI Prudential office.
I again called customer care on 14th September 2009, and then again I got the same reply that they have not received anything and they again suggested me to go to the branch and check with them. I told them that I visited the branch already a couple of times, and they told me that it's done from their end. Then the Customer Care asked me to email my queries to the email@example.com.
on 14th September 2009, I wrote an email stating the whole issue to the firstname.lastname@example.org. on 15th September I received an email from ICICI Prudential, stating that they have received my email and will respond back by 18th September 2009. I also received an call from ICICI Prudential Mumbai, and they also informed me that they will get back by 18th September 2009. Now it's 22nd September 2009, today, and I am still awaiting an response from ICICI Prudential.
Today, I again called Customer Care, and again they gave me the same answer to contact the branch.
Now, its too much, I submitted an application on 29th August, and now it's 22nd September, and I am still waiting for my money back from ICICI Prudential. It's my money and I am running from pillar to post to get it. When I call customer care, they suggest me to contact the branch and when I visit the branch, they tell me to contact customer care. In this scenario where should I go now?
Here are my complaints against ICICI Prudential:
1. When I submitted my documents to MR. Debjyoti and he only gave me the acknowledgment, how can ICICI Prudential allow someone else ( MANJRI MRINAL) to be my advisor without my consent?
2. Why ICICI Prudential doesn't have the contact information for MANJRI MRINAL and their Bannerghata road, Bangalore branch office?
3. When I submitted the written application on 29th August 2009, why It;s taking too long to refund my money back?
Hope to see a satisfactory investigation from your end. Please help me out in getting my money back, and overcome this mental tension.