Bharti Axa — life insurance (certificate of insurance no. pnbhfl_houkol[protected]_471)

Address:

North 24 Parganas, West Bengal, 700136

Dear Sir/Madam,

Please be informed that I purchased a Home Loan Protection Plan (HLPP) from Bharti-Axalife insurance company for financial protection of my family against PNB Housing Finance home loan in the year 2016. The Certificate of Insurance is attached for reference. The insurance policy was recommended by the lender PNBHFL along with home loan.

Policy Name: Bharti AXA Life Loan Secure and Bharti AXA Life Group Accidental Death Benefit Rider
Certificate of Insurance No. PNBHFL_HOUKOL[protected]_471

Now I want to inform you my pains and sufferings from the beginning of the policy,

1. Death benefit is not mentioned in policy document: During purchase of the policy, Bharti-Axalife representative confirmed that any kind of death was covered under this policy whether its natural or due to illness or accident. But nothing is written clearly regarding 'Death Benefits' in the terms & conditions section of the life insurance policy provided by Bharti-Axalife. I requested for the revised policy document where the death benefit is clearly mentioned. Bharti_Axalife customer care didn’t respond to this for a long time and after so many reminders, the ombudsman division replied on the death benefit. But they denied to issue revised policy document.

Though I have paid the one time premium (Rs. 91, 124/-) in full, still the death benefit is not mentioned in policy document. Please refer the attached Certificate of Insurance for reference.

2. Altered policy name and benefits: When I transferred my home loan from PNB Housing Finance to different lender in October’2017, I requested Bharti-Axa to continue my life insurance policy with same benefits and filled up required forms as per the instruction of insurer. But I have received the ‘Cover Continuance Letter’ from the insurer mentioning different policy name (Bhart Axa Life Supreme Protect Loan Secure). How the insurance company can change the opted policy without informing borrower !

Also a ‘Group Accidental Death Benefit Rider’ was included in the earlier policy and we paid premium (Rs.6318/-) for the same. But no such benefit is mentioned in the new policy. How the insurer can change policy benefits midway for which they collected premiums. I am really surprised as well helpless ! Please find attached ‘Cover Continuance Letter’ for reference.

3. Pathetic customer service experience: I am experiencing pathetic customer support from the insurer Bharti-Axalife. Local representative (Kolkata) doesn’t respond at all. Even the customer helpdesk is also not responsive. So we need to escalate every single matter to the Grievance Redressal Cell (complaints.[protected]@bharti-axalife.com). Sometimes they mislead us by providing false information over phone. But now we are not getting any response at all from the company. Please refer the escalation mail to Grievance Redressal dated 13th March’ 2018; no response till date.

As a customer, I am really ignored at Bharti-Axalife after purchasing the policy and I can’t rely anymore upon the life insurance company for the financial security of my family. So I have already purchased another term insurance policy from different insurer to protect my family. I don’t want to continue any relationship with Bharti-Axalife insurance company.

Hence, requesting you take necessary action and suggest so that we can get the refund of full premium amount Rs 91, 124/- from the insurance company.

This complaint has been successfully registered in IGMS. Please find below the details for your reference,

IRDA Token Number :[protected]
Complaint Status : New
Entity Reference
Number : CRU-080994
Date of Attended To : 20-Apr-2018

Thanking you.

Enclosure:

1. Certificate of Insurance
2. Cover Continuance Letter
3. Escalation Mail to Grievance Redressal Cell of Bharti-Axalife

Yours’ faithfully,

Hirak Chaudhuri
Rajarhat, Kolkata
M: [protected]