[Resolved]  Aviva Life Insurance Company — Reimbursement of my surrender amount

Dear Sir,

I had applied for surrendering my policy with Aviva Life Insurance Company bearing policy no.: LMG 1652114. I was not having my original policy documents and hence was informed by the representative of the company at Navrangpura branch that they would require an FIR for non-submission of the original policy documents. The form for processing the policy surrender mentions FIR as one of the documents required for policy surrender. However, it may be mentioned that the form also mentions that it is mandatory to provide the address proof if the address is changed whereas it is not mentioned against the block for FIR that it is mandatory in case the original policy document is not produced. I said that I am willing to give an application for the same that it has been misplaced somewhere but they did not listen and finally I had to make this tiring process of getting an FIR. Once the FIR and all other policy documents were submitted by me on 7th April, 2011, I was informed by the representative that it will take a week's time or at the maximum 10 days and the funds will be reflected in my account within 10 days. I called up the branch office on 15th July, 2011 to know the status of my surrender process. i was informed by the representative that the amount has already been creditedd into my account on 14th July, 2011 and I need to check up with my bank peoples. I inquired with my bank persons and was informed that nothing has been credited into my account from Aviva. Again I called up the branch and this time around I was not entertained and on the contrary I was directed to the customer care toll free number wherein the customer care executive of Aviva mentioned to me that they will revert back to me on the exact status within short time. I did not receive any call from the company and on 18th July, 2011, I again called up the customer care helpline number and was informed that the application has been forwarded to the finance department on 14th July, 2011 and once the application goes to the finance department, the amount will be reflected in the account within 4 days at the maximum and said that the amount should be reflected in your account by today End of Day or maximum by tomorrow noon. The amount was not transferred into my account and I again called up the customer care helpline number on 19th July, 2011 to which I was informed that since the maximum revert back time is 4 days and 19th July, 2011 was the 4th day so I need to be patient and assured me that 100% positively the amount will be transferred into my account by End of Day 19th July, 2011. I checked up my account and found that even on 19th July, 2011 my account was not credited with the amount. So I again called up on 20th July, 2011 i.e. today and the customer care executive said I need to check my account as the amount should have been credited in my account. I informed them that i have already checked the account and nothing has been transferred / credited into my account from Aviva's side to which they said they need 24-48 hours to revert back. I than called up the branch and inquired with the branch executive who mentioned that the aount has been credited into my account on 14th July, 2011 itself. I informed him that 20th July, 2011 is the 10th working day and the amount should even in the worst case scenario should have been credited into my account today. He said he will revert back to me on this within an hour. There was no call from the representative and again on calling up again there was no reply over the phone. I had to personally visit the branch again and was informed at the branch then that due to some technical reasons the process had been stopped. On asking the details of the technical reasons for stopping the process there was no reason provided to me and I was informed that they again need 2 days time to know the reason for the technical problems. I have made commitments based on the assurance provided to me by the company on repayment of my own money and now I am made to suffer by noot getting my own money. The company may give me the money back but time was the essence of this policy being surrendered by me as I needed money and this was my own money which I was informed that would be credited to me maximum within 10 days and accordingly I had made commitments which I am not able to fulfill now and my credit in the market is extremely tarnished / damaged and I really feel very low on not being able to fulfil the commitments. The amount was to be used for submitting a Demand Draft for some educational course and since my own money is not credited into my account in time I will now have to wait for one complete year. This one year means a lot as it will affect the earning potential of mine by that extent. I have been following up since 15th July, 2011 to various persons in the company and have been telling them that time is very very essential for me and so please guide me on the exact timelines for the same and I had been doubly assured by the company that maximum by 19th EOD the amount will be credited into my account and so I have not made any alternative arrangements aswell. I need justice in this regards as I have been passing through a rough, hard and turmoil time today seeing my planning's heading nowhere. I had even inquired initially itself that if in case there is some issue and the process is halted than by what time will I be intimated about the same and I was informed that it would be intimated within 4 working days or maximum within a week's time. Now since they are saying that the process was halted due to some technical reasons than why this was not intimated to me within a week's time or when it was halted. I had been informed that the process was terminated from the finance deptt. on 15th July, 2011 than why is it so that when I approached the company today personally it is intimated that the process is terminated on 15th July, 2011 and now they will seek the reasons for the same. Why this was not done immidiately once they received the information that the process was terminated on 15th July, 2011. Since 15th july, 2011 I had been following up on all the working days but I was never informed that the process is terminated or halted and was infact given the assurance that the process is on and I will get the amount deposited in my account maximum by 19th July, 2011 EOD and finally today its NIL progress.

Dear Sir, We would like to help address your issue. Please write in to us with your policy details on [protected]@avivaindia.com and we will investigate your concern and revert. Regards, Customer Services team

Dear Sir, Thanks for the concerns over the complaint. I would like to mention that I have already dropped a request for this issue over your customer care link that you have mentioned on 20th July, 2011 and the complaint no. is PROB_07/20/2011_17130. However, I may add up that I have not even received a courtesy mail from your end that my complaint has been received and actions will be taken in this matter. Now you advice me to write to you on the customerservices ID without even seeking the details whether the complaint has been made in this regards to you or not!!! This itself shows your helping attitude. Thanks once again for the concern. I am replying this at 11:30 AM today i.e., 22nd July, 2011 and still my account is not credited with my surrender amount which I presume to be my own money!!!

Dear Mr. Sharma,

We apologize for any inconvenience caused to you.
As discussed, your concern has been resolved.

We value you as our esteemed customer and should you have any further queries, please do not hesitate to contact our Customer Services Group at[protected] /[protected].

Regards
Aviva India