[Resolved]  Bharti Axa — car/general insurance - claim rejection - unprofessional behavior - policy no. s8500747- claim no. c1285531/f1107968

Address:

122002

*car insurance/g. I - claim rejection / dispute of a claim - aggressive/unprofessional behavior - policy no. S8500747- claim no. C1285531/f1107968​​

Sir/mam,

​this is in regards to my car (Nissan terrano hr26cg 8164) bharti axa general insurance policy no. S8500747 (O% depreciation insurance) and claim no. C1285531/f1107968.

I am writing this e mail to you as a last resort after exhausting all the options of reaching out as a consumer through various customer care/escalation levels from last 15 days. I have been ridiculed, insulted and offended by your company employees causing mental stress, harassment and trauma beyond the extent that i have ever experienced for the services that i have paid for. I have been hanging between your employees and your mismanagement over phone and in person.

I have a very sick 70 plus years old parents at home, who could require a vehicle anytime because of their medical condition.

I met with an unfortunate accident on sunday evening 16th july 2017, while trying to avoid a head on collision with an uncontrolled speeding car and hitting a tree on the right side of the road after braking and sliding uncontrollably on the graveled path (Full of small stones and sand).

There were some major damages to the front and side of the car (Pictures attached below.), including the windscreen mirror of the car.

I intimated your company next morning ie 17th july 2017 and dropped the car at sterling/crescent nissan workshop sector 18 gurgaon. I was available in customer lounge of the company, when mr. Vikas (Surveyor/valuer/investigator) was doing his preliminary investigation. I was shocked the way he was casually clicking pictures on his phone of multiple vehicles (Which were also there for claims) in one hand and talking with someone on the other phone, without reading/understanding the claim form or asking how this accident happened he left in 15 minutes meanwhile i was still filling out the claims form as to what and how the accident happened.

After a day or two when i was trying to follow up on the claim with your company and with nissan, i was informed by nissan bodyshop manager to my horror that the surveyor mr. Vikas forgot to take pictures of the windscreen and other damaged parts like ac condenser, radiator fan etc and would have to redo this investigation to understand the full extend of the damages.

I raised this issue with mr. Vikas over phone and he very rudely said "i know how to do my job, if you have any issues speak to my senior mr jasbir". After he hung up on me i tried to contact mr. Jasbir on phone and he assured he will look into this matter.

All this time i was trying to follow up with your customer service dept and they only had one answer "it is under process".

Since, i got no satisfactory response from cust care and no revert from mr jasbir a few days later, i went to see the status of the car, i was informed by the bodyshop manager, the claim of the windscreen has been denied. I again tried to contact with mr. Jasbir and he said since they cannot co-relate the incident and the crack on the windscreen they have denied this claim. I tried and explain the whole incident how it happened and told him it was not a crack, there was a clear impact of a debris from the graveled road or some other part that hit the windscreen. And he kept instating the crack was old and accused me of forging it and they will deny it. Since the conversation was getting nowhere i requested him if he could further give me number of his supervisor to which he said he will sms the details in a minute. I did not receive any form of calls or sms, tried to call again, he kept rejecting my calls throughout the day while i was waiting in the service center. I had to leave as the service center was about to close.

Next day, i called mr jasbir from different number and he tried to convince me that no one can do anything about the claim but him and was hesitant to provide me with his superior's number. After numerous calls from different numbers, he provided me the number of some mr narendra jain (The seniormost person) in the whole company. As expected mr jain had no clue and was too busy to talk to me and said he will look into this matter and revert. Today ie. 1st august 2017, i received a call from mr jasbir stating that the windscreen claim has been denied.

I cannot express the extent of mental stress, trauma and harassment that i have endured over last few days by your company employees.

I have a medically sick 70 plus years old parents at home, and request you to kindly look into this matter on an urgent basis.​