Bharti Axa — life insurance mislead & worst customer service - need refund

Yashone

Address:

Mumbai

I was sold a policy number[protected] over the sales call saying at the end of 13th year i'd be getting 17 lakh guaranteed amount in total.

The complete process of selling this policy was all online and through whatsappp and no offline activity was made while selling/buying this policy during covid-19 lockdown time.

When a policy can be sold and bought completely online why would a consumer need to visit offline office to get it cancelled?

I received the soft copy of bond on july 1 night and on going through the bond, no where it was mentioned or illustrated that returns on guaranteed maturity is 17 lakh on end of 13th year.

July 4 - i reached out to immediately asked for details and confirmed to proceed to cancel this policy on july 6 and again on july 11.

I made several follow ups from july 11 to july 25 and on july 28 - (After my freelook period was over) i received a response that have to visit a branch office to cancel.
Aug 10 - i received a response that since my freelook period is over i can't cancel my policy!

The sales person rohith ([protected]) has told me that i'll get 7% cashback on the premium paid, for which i've proof on whatsapp. No update on this either.

The complaints. Unit email is not responding to my emails
Customer. Head service email is also not responding to my emails.

Details:
July 6 to cancel the policy request id[protected]
Voice interaction id[protected]
July 11 - fresh request submitted[protected]

I want my policy premium amount back!

Thanks,
Yashwant

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Bharti AXA customer support has been notified about the posted complaint.

Verified Support

Aug 21, 2020

Bharti AXA Customer Care's response Dear @Yashone, thank you for sharing the details. We note that your case belongs to Life Insurance. We have shared your concerns with the Life Insurance team, who will assist you further.

Aug 29, 2020

Updated by Yashone @Bharti AXA Team: Life Insurance Customer Support is much more worst/pathetic. Before writing here I've waited for 1 month but nothing seems to be on track. I wonder how Bharti Axa Life Insurance is sustaining with this kind of careless no service. Its been more than 6 Working days and the whole team has Slept on this case ( I guess there are plenty of cases like me who have got stuck)

Will Assist/Will get back/ Will look into it/ I'm sure these are the value less words for BA Insurance as a whole.

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Comments

Yashone

Many thanks for a response on this forum! To be honest, the Life Insurance team has not met the minimum expected level of a customer servicing front. If you take some 15 Minutes of your time and go through the below incident and flow, you can understand the miserable process that is setup.

July 4 - I reached out to immediately asked for details and confirmed to proceed to Cancel this policy on July 6 as I was miss-sold this policy.
July 6 - I confirmed to cancel this policy
July 9 - No response till July 9, I followed up, no response.
July 12 - A response came which had no clarity on my cancellation request.

July 11 - I raised a fresh email for cancellation after voice interaction ID[protected] to submit all the documents for cancelling
July 12 - I was again asked the same question why am I cancelling this policy even thought I had provided every single details and documents attached while submitting my service ticket.
July 12 - I once again reiterated all the reasons by providing all the details once again and again confirmed to proceed to cancel.
July 20 - No response to my reply, I again followed up
July 23 - No response to my reply, I again followed up
July 25 - No response to my reply, I wrote a fresh email to complaints.[protected]@bhartiaxa.com and narrated with all details.
July 28 - I received response from [protected]@ that I've to visit branch to withdraw!
July 28 - I replied back why so much delay in responding plus why should I visit branch office for cancellation but when the policy was sold every single process was done via ONLINE and expecting the consumer to visit branch during lock-down and containment zones in Bangalore. I even CC complaints.[protected]@ but no support or investigation done from them either.
July 31 - I again got the same response that I've to visit office to cancel but no where I got my answer to whom to contact next to escalate this case further. None of them provided me the contact address or email address for further escalations when I'm clearly asking for it in every response.
Aug 1 - I again wrote back asking why visit office and give me the next level of escalations contacts, but no response.
Aug 1 - I again followed up with complaints.[protected]@ but no reply at all till date!
Aug 4 - I was again told to visit the office for cancellation and no next level of escalations contacts was shared to me
Aug 7 - I again asked but no required information was shared
Aug 10 - To my surprise, an response came stating that Freelook period is over and it cannot be cancelled!