Kesari Tours — medical support and insurance claim

I would like to share my worst experience with kesari tours and travels.
My dad wanted to visit vietnam-cambodia and accordingly we were looking for different travel options. Kesari was overpriced however we thought it would be the safest travel option considering my dad’s age and also the tour was specially designed for senior citizen.
Travel plan was finalized and on complete payment we received the respective travel tickets, visa and insurance. Luckily my uncle decided to travel with my dad on this tour and he was not alone.
Dad landed in vietnam and managed to visit first 2 days out of 9-day tour, unfortunately got a heart attack while having dinner. He was moved to the nearest hospital with help of my uncle and travel coordinator (Ambulance cost was paid by us). Kesari ownership ended after admitting him to the nearest hospital. My uncle stayed overnight with him in the hospital and thereafter on the 3rd day my uncle had to take my dad alone to the bigger hospital which was around 100 km away from the center (Note this was the first time my uncle was travelling outside india and had to deal with this all alone). Kesari team was not present with him at the hospital to take his care but instead continued the tour with others as usual (With brand like kesari, it is assumed that they would have arranged for local help to take his care in hospital – probably they would have done that as a paid service to mint some more money). Worst situation was on the 4th day when the rest of the tour members were supposed to fly to cambodia leaving my dad all alone in vietnam and passing the control/ownership in my hand (Sitting in india). I had to take worst decision of my life by air lifting him from vietnam on the 3rd night itself and bringing him back to india (He had to travel all alone to india with 4 hours halt in between). End to end medical expenses including drop to the airport from hospital was borne by us (Kesari even charged money to drop my dad to the airport).in fact, they were not even ready to carry my dad’s baggage back to mumbai on their return (Due to weight restrictions ☹).
This doesn’t stop here; on his return i had submitted his vietnam medical claim against the travel insurance provided by kesari in nov’19. Strange thing is kesari on first go will ask us to send claim papers directly to the travel insurance agency (Which make it clear that they don’t own it now). I requested them validate my papers and then send it across the respective travel insurance agency. I waited for complete dec’19 month and on enquiring about status in jan’2020 i came to know that insurance agency has asked for additional documents/details by sending email to me on wrong email address (They didn’t even though of calling me or take corrective action on bounced back email). I provided them additional details in jan and since then following up with them every alternate week with no luck. Weird thing is that kesari has procured insurance from travel agent who has no control or vision of what insurance company is doing and doesn’t have any sla. It feels like major scam where there is no real travel insurance. I have escalated this matter to kesari as well as insurance agency but they have chosen to stay silent.
I’m writing this review to warn you from making same mistake which i did and not to go ahead with kesari purely on the emotional grounds. It would be much easier if you travel on your own with known people rather then going with such travel company (Only thing they have done in this whole incident is admitting him to the nearest hospital and informed me to take over the control thereafter).
Those who are interested to know about my dad: he is fine now and on medication but scared of travelling with kesari again.