[Resolved]  Iffco Tokio General Insurance Co. — Insurance claim of car accident

Address:

Faridabad, Haryana

Subject: Accident Claim of Car No. HR 51K 5961 IFFCO TOKIO General Insurance Policy No. 74658751
Sir,
It is brought to your kind notice that undersigned met with an accident of his Maruti Zen car No. HR-51K 5961 at Mathura road Faridabad in the evening of 18th December 2010 The car was insured with Iffco Tokio General Insurance Company Ltd ( Insurer) with policy No. 74658751. Insurer was immediately informed about the accident. As per instruction of the insurer, car was shifted to the workshop of M/S Batra Auto Company (Repairer), Mathura Road Faridabad along with claim form and other documents required for claim processing. The repairer prepared the estimate No. 35254 dated 24/12/2010 of the order of Rs2,50,000/- (Rs two lakh fifty thousand approx.& submitted to insurer with a copy to the insured for further n.a.
Insurer appointed Shri Mukesh Kumar Agarwal as Surveyor and Loss Assessor(SLA).
I was pursuing the settlement of claim thr the insurer’s agent shri Shailender Kumar ( Ag. No.[protected] for the settlement. Inspite of his best efforts , I have heard nothing from the insurer about any development for claim settlement till February 22, 2011 when I lodged a complaint on insurers website for my grievance for non settlement of claim. The insured reply received on 24th Feb 2010 about the registration of my complaint with complaint No. 1-[protected] and quoting a false and misleading message that ‘ You were unhappy with insurer not issued claim cheque inspite of offer of settlemet’ inspite of the fact that I was neither informed by any party viz insurer, SLA or agent nor issued any offer of settlement till then. It was also conveyed to communicate in future with their grievance officer Shri P.J. pradhan via email or phone quoting the complaint No. in all future communications. I have replied this email message same day saying that the no offer of settlement is issued to me till date and requesting to look into the issue of my claim settlement as per rule/policy at the earliest possible.
On 9th March 2011 I received SMS as well as email message with regret that complaint No. 1-[protected] being investigated is likely to take more time.
On 11th March 2011, I received a SMS that ‘your complaint is resolved and letter confirming same is being sent’ which is not received till 16th of March 2011 and therefore, the insured via email message dated 16/03/2011 was requested to examine and expedite the issue of claim settlement and forwarding it to IRDA & to your good self also for intervention.
Insurer was also requested via email message dated 18/03/2011to look into resolve the matter expeditiously. This message was also forwarded to IRDA on 19th March with a copy to the insured.
I was embarrassed & felt harassed getting no reply from the insurer, a letter of request was emailed to the insurer with a copy to IRDA on 23/03/2011 explaining my liabilities of making payments of Rs 5000/-to the repairer towards the preparation of estimate and also to pay parking [protected]@ Rs100/-per day which is getting multiplied day by day and will be a loss to me due to delay in settlement. I also requested to the insurer to issue me a copy of survey report for my perusal and record. This letter was also forwarded to your good self for n.a. on the same day. In the evening of 23rd March 2011, I received the false and fabricated reply from the insurer that the assessment of surveyor was on repair basis and that it was not acceptable to me inspite of the fact that I was not informed about it by any party viz SLA, insurer and repairer. Insurer has also informed that it did not receive the survey report even after more than three months and shows inability to provide the copy of survey report at this point of time violating IRDA regulations. I have replied this email message of the insurer on 29th March 2011 quoting the obligations of insurer as per IRDA regulations and explaining that whole process of assessment of car and preparation and submission of survey report by SLA should have been completed within two months and that the delay in the process of claim settlement is on your part (Insurer). Insurer was also requested to send the offer of settlement along with a copy of survey report explaining liabilities of insurer and insured separately for consideration.
Insurer has lied and fabricated information in the email message received in the evening of 29th March 2011. Insurer has informed that the original documents got verified only on 20/02/2011. Whereas the same were submitted on 22/12/2010. Insurer has never informed about the developments taking place till 22nd Feb 2011 till I lodged a grievance complaint on its website.
Insurer bothered to reply our messages/requests only after 23/03/2011 implying its malafide intentions to harass the innocent customer. I failed to understand, how the SLA arrived for tentative loss of Rs65,000/- against an estimated loss of the order of Rs2,50.000/-.and therefore, as per IRDA regulations, I requested to appoint an another surveyor for independent opinion.
Insurer was again requested to provide the copy of survey report. Insyrer again refused the request vide email message dated 29/03/2011 violating IRDA regulations.
Therefore, I have informed my disinterest to get the vehicle repaired as the condition of the vehicle further deteriorated for being unattended for a long time. Insurer was requested to retain the vehicle and settle the claim in light of repair estimate of the order of Rs2,50,000/-.