[Resolved]  National Insurance Company — Car Theft claim not paid

Address:

Ludhiana, Punjab

Dear Sir / Ma’am,
I am writing in this mail after getting totally disheartened and frustrated by the unprofessional, callous and unethical handling of my car theft claim case by the officials of National Insurance Company. In this entire episode my biggest mistake was going to a nationalized insurance company rather than a private one. The officials of NIC are working without any responsibility and professional approach when it comes to settle my car theft claim where all records are in order. The worst part is that it is impossible to communicate with these guys. Below is an account of the sequence of events to help you understand the entire case (Claim No.[protected], Policy No.[protected], Vehicle No. CH-04J-8519 in the name of CitiFinancial Consumer Finance India Ltd.).
1. I had bought a car (Tata Safari, Regn. No. CH-04J-8519) under employee car scheme while I was employee of an MNC “CitiFinancial Consumer Finance India Ltd.” where car was registered under companies name and I was paying the installments through my salary. I bought this car in May, 2009.
2. In the month of May, 2010 I renewed my car Insurance through Tata Motors and National Insurance Company joint venture as they offered me cashless claims in case of accidents and speedy process of claims in any other eventuality.
3. In the intervening night of 20th – 21st July, 2010 the mentioned car got stolen from outside my house at H. No. 232, Block-I, B.R.S. Nagar, Ludhiana. I immediately informed the police as well as insurance company call centre who asked me to file the claim once an FIR is duly registered.
4. The FIR was duly registered on 22nd July, 2010 vide FIR No. 197, P.S. Sarabha Nagar, Ludhiana and copy of the same was given to me on 3rd August, 2010 by Ludhiana Police.
5. I formally filed the claim for theft of car with the local office of National Insurance Company at 1, Link Road, Near Atam Park, Ludhiana. I deposited copy of the FIR, Photocopy of DL, RC and claim form in original and was given a receipt for the same.
6. I was told by the officer of the insurance company that the insurance company takes 30 days to settle the claim only after receipt of non trace certificate from the police department. Before that they cannot do anything.
7. I patiently waited for police department to issue me the non traceable certificate which they issued on 20th November, 2010 and on 27th November, 2010 I submitted the same to the insurance company and I was told that all my documents are complete and I should will get the claim before end of December, 2010. In the meantime along with other documents insurance company’s surveyor also had submitted its report after investigating the matter.
8. To my utter surprise, instead of getting a claim, I got a letter dated 28th December, 2010 asking me to submit NCRB report which was never informed earlier.
9. I immediately applied for the same and submitted the NCRB report on 4th January, 2011 along with a letter asking them for the change of address for communication. The letter was duly acknowledged and received by the insurance company. I was once again told that all the formalities are now complete and the local office and submitted the file for the claim and in 10 to 15 days I should get the same.
10. But again to my shock I did not hear anything from them and then end of February, 2011 I got a letter which was sent to the previous address asking me to submit the original non traceable report which should be duly signed by the DSP of the area. This however was most inappropriate as they could have asked for the original instead of copy on 4th January, 2011 itself and secondly asking the report to be signed by specific officer was stupid. When I contacted the police department they questioned the intelligence of the insurance company telling me that the non traceable report is to be signed by the investigating officer named in FIR and not by anyone. Secondly, it is for the police department to decide who’ll sign the report and how can insurance company decide as to who signs the report. Thirdly if they have any doubt on the report they can come and verify it from the office. However on my repeated insistence being a victim of harassment by insurance company they stamped my report by SHO’s stamp.
11. The original non traceable report was again submitted to insurance company on 7th March, 2011 asking them to process the claim without any further delay and I was once again assured by the insurance officials that it’ll be done before 31st March, 2011.
12. However, instead of getting the claim I got a letter again at my previous address (instead of new one) asking me to resubmit the non traceable report through honorable court. Now this was shocking and a clear cut case of harassment by insurance company where not only they are delaying the case but also asking for new information one by one instead of asking the entire thing in one go.
13. I wrote them a mail asking them to please process my claim but so far I have not heard anything from them.

I am a service class, salaried employee having wife and two kids and have very stressing private sector job. At present I am sharing a car with my wife where she uses the car to take the kids to school , swimming pool and my daughter to hospital who is undergoing treatment for the last more than one year. In such difficult situation it’s impossible for me to manage my family and office without a car. I am under tremendous mental and financial pressure because of total apathy and poor service on part of National Insurance Company, which is on purpose delaying the entire process and not giving the money for a genuine case even after almost one year of car theft.
I request you to please take up the matter with this insurance company immediately as it is impossible for me to submit any more documents which have no further value. My claim should be settled within 15 days along with payment for the sum insured failing which I’ll be force to file a complaint in consumer court and also an FIR against all the employees involved in delaying the claim along with M.D. of the company.
Regards,

Hemant Gupta
H. N. 232, Block-I
B.R.S. Nagar, Ludhiana (Punjab)
Phone: [protected]