[Resolved]  Bajaj Allianz — Careless attitude towards a loyal customer

Address:	Hyderabad, Andhra Pradesh, 500072
Website:	Bajaj AllianZ

I wish to bring to your notice my bad experience with your insurance personnel during my recent visit to the service workshop of ‘green honda’ of hyderabad.
I purchased a ‘honda city’-1.5 during 2011 and since then i am continuously insuring my vehicle till date. Except on one occasion during 2013/14, i never made any claim for any body shop work.
During last year it so happened that i was driving through the thick of a thick traffic near panjagutta, hyderabad and a motor cycle rider tried to overtake my vehicle, lost balance and fell on my vehicle which made a deep scratch on the right side doors. I reported the matter during my service due date in september 2016 and both the service person and insurance person of green honda told me that this can be got done anytime. Later, i was ill and could not take the vehicle for servicing for quite some time. On march 20th i visited the green honda work shop for service and also wanted to get the body shop work done for scratches on doors. I filled the claim form and submitted. The concerned supervisors in green honda, namely mr. Moinuddin and mr. Gangaram have told me that i may have to spend rs[protected] from my side in addition to the claim amount of rs 8000/ from m/s bajaj allainz. I felt that the amount told is exorbitantly high, but wanted to complete the long pending work and hence accepted the proposal.
Later in the afternoon, when i reached home i received an sms from m/s bajaj allainz stating that the claim has been registered and asked me to talk to the concerned body shop person to expedite the work. Incidentally in the sms, the concerned surveyor’s mobile number is also mentioned. I just called the surveyor (Mr. Lingaswamy) to find out the total amount, but to my utter dismay, he told me that the claim cannot be admitted and that he would ask the concerned body shop person, to withhold the work.
Nevertheless, i requested him to send me the report to my mail id and he said he would send it in one hour’s time. Since then i have been following up with him for a detailed report and now 4 days have passed by and so far i have not received the report. Today morning, when i spoke to him, he said that his job is only to conduct survey and generating report is not under his scope and asked me to wait for the report from their head office.
I called the customer care number of pune office[protected] and after a long wait, one ms puja came on line and asked me to contact the local office in hyderabad and gave the number[protected]. I called this number and one mr. Chandarasekhar came on line and he has told me that there are some paint marks on scratches and therefore the claim cannot be admitted.
All the while i am surprised to note that there is a great bureaucratic procedure without any relaxation or consideration to the customer who has been banking for so long a time with your company for so long years?.
I went back to[protected] and this time ms shanthi came on line and i had to explain once again the entire story to her. After listening to me and after many verifications she has told me that she would advise the concerned in hyderabad office to approve the claim and that i would receive a call from local office.
I waited almost for 3 hrs and i did not receive any call. Both the assurances made by ms puja and ms shanthi are fake commitments without any value or concern for the customer!!.
Meanwhile, i contacted the customer care manager of green honda namely mr. Vinay raj goud to sort out the issue since there is a tie up of m/s bajaj allainz with m/s green honda and the insurance policy bears the title “ honda assure” on the left side top of the paper. But mr. Vinay raj is always busy in meetings with new customers and looks like has no time to spare for addressing the problems of old customers. And also the service terms and conditions from green honda are unconditional and one sided. Finally after a rigorous follow up of 4 days with mr. Vinay raj goud, he simply said this issue is not under his purview and asked me to contact one mr. Vinod gupta and gave his number as [protected]. I tried to contact this number and unfortunately this number belongs to somebody else!.
I am terribly upset with the callous attitude of service personnel both m/s bajaj allianz and m/s green honda towards a loyal customer and am nonplussed as to where to go seek the redressal?
And this clearly shows that m/s bajaja allainz is not the company to bank with for insurance for my future requirements?
My vehicle number : ap 28 dk 6453
Policy number : hba/00422241
Date of service : march 20th 2017
Claim no : oc[protected]-00031940