| Address: | Sagar Motors Pvt Ltd, Greater Noida(U.P.) |
1) I took my vehicle to the tata motors bodyshop, Greater Noida on 12th Feb 2022 to register my claim. The Bodyshop executive asked me to fill out an insurance claim form. I filled the claim form along with the reason for the vehicle's accident in brief as I was told by the body shop executive that I will get a call from Surveyor asking for details on the accident. The Bodyshop executive told me that they will pick up my vehicle from my residence after two days for repair. But they didn't pick up my vehicle after 2 days. When I called them, they told me that they still didn't have any slots available to repair and will pick-up my vehicle once it is available. After a few days, I called them again, then they told me that they still didn't have any available slots and would pick up my vehicle after the Holi festival. After the Holi festival, when I called them to pick-up my vehicle, they said that they can't pick-up my vehicle as they have stopped the pick-up service and I'll have to bring my vehicle to the tata bodyshop to get it repaired. Then on 25th March 2022, I went to tata bodyshop to leave my vehicle to get repaired. So it took around 1.5 months to register my claim only.
- Who is responsible here in delaying the completion of my claim registration hence delay in repairing my vehicle? Justify it and compensate me for loss of my time and delay in repairing my vehicle.
2) After leaving my vehicle, Tata Motors Bodyshop executive called me the next day and told me that my claim is not completely approved and they are not approving right hand side running board damage. When I asked why it was not approved, he asked me to talk to surveyor 'Kamal Goyal' and shared his contact number. I tried to call him so many times but he didn't pick my call. So I dialed the customer care number who connected me with him. I told him about the vehicle accident in detail and asked him to completely approve my claim. He talked very rudely and asked me why I didn't tell him about the accident details earlier. After this call immediately, I had another conversation with him in a conference call made by the Bodyshop executive. In this call, your surveyor was talking again very rudely. He was getting angry as I called him through customer care to raise a complaint.
Your surveyor was talking in a High tone & in a threatening node that it doesn't matter that the driver at the time of accident(Abhishek Goyal) had permanent DL if the vehicle owner(i.e. me) has 'Learning license', the claim will be rejected. He threatened me further that if I go to investigate my claim to seek a completely approved claim amount then my claim will be disqualified and approved with zero '0' amount. Even I will not get that amount that they approved that time. After this conversation, I also tried to contact him multiple times but he never picked up my call. By scaring with his statement, I agreed to get repair my vehicle for damages what they informed me.
- Who talks like this? Was it the appropriate way for your surveyor to talk with your customer? Did you mention anything on this in your response?
Take action on this and compensate me for this misconduct and mentally harassment else I am going to take action against this.
- Is this IFFCO Tokio policy to threaten your customer like above, to misguide him and to take his consent to repair the vehicle partially and save your money based on false and improper information? Justify this and I am also going to take action against this.
- If Owner's License is also mandatory to claim insurance then how did you issue the Policy to me. You had no right to sell your policy if the customer had no document that you need at the time of claim. Also it was not mentioned in your policy documents. Justify it.
3) I was informed by Tata Motors executive that only RHS damage is not approved and wasn't informed about the other damaged parts(Hood Panel, front bumper, front bumper Grill Upper and Head Light LH) for not being approved. I also didn't get any call or any email from the Insurance company on this partially approving damages. Even I tried to reach your surveyor and called him multiple times but he didn't pick up the phone. When I received my vehicle then I came to know that other damaged parts were also not approved which I wasn't aware of.
- Who will take accountability by not sharing complete information? Justify it and compensate me for this also.
4) I explained to your surveyor that how my vehicle got multiple damages when I talked with him first time through customer care when claim was under process. Your surveyor could have updated this in claim but he didn't update this to save your company's money. Same I clearly mentioned in my first email sent on 18th April 2022(see the attached email for reference) and also explained in the conference call made by you on 20th May 2022.
- You can't disapprove other damages by just saying that it was not written in claim form.
5) I am very disappointed with Tata Motors services over this issue.There was no assistance provided by tata motors in registering the claim. Even they delayed my claim by approx 1.5 months and never accept their mistake. I am really wondering to see Tata Motors Services management team to keep silence on this issue.
- Will escalate this issue to higher management in Tata Motors.
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