[Resolved]  Car Insurance - ICICI Lombard — Negligence of duty, consumer harassment

I had received a letter from ICICI Lombard in the month of Jan/Feb 08 which stated that my policy has been canceled and that I would be refunded the balance amount shortly. I had spoken to Mr. Rajesh Kumar (Senior of Mr. Rajeev Kalra, the field inspector/officer) at that time and was assured that he would look into the matter personally as there were some ambiguous issues which led to my policy being canceled and they needed his immediate attention.
The issue which led to my policy being canceled is as follows:

"Excessive claims taken by me for my car in the year 07/08 led to the policy being canceled."

I wish to bring it to notice that there were incidents where their staff (Mr. Rajeev Kalra ) had given approval for work to the Bodyshop at Southcity Ford, Noida through multiple claims for a single accident without discussing the matter with me. I became aware of this issue, only when I was provided a copy of the bills at the time of picking up my car from the service center/bodyshop. The same matter was informed to Mr. Rajesh and he had promised to sort it out for me.


Further to my discussions with Mr. Rajesh I did not receive any refund cheque till date which led me to believe that the matter has been resolved at his end and that my policy has not been canceled.


My car suffered some damages recently and due to this fact I got in touch with Mr. Rajesh to understand how to proceed with the insurance claims keeping in mind the previous incidents. He informed me that somebody from his staff would call me to understand my problems and would help me sort them out asap. Mr. Rajeev called me as promised and understood the issues from me in detail and informed me that he would get back to me shortly.

Almost two weeks passed by and I tried getting in touch with Mr. Rajesh but he did not attend my calls and ignored my text messages as well. I called him from my office land line number and incidentally he attended the call. He told me that he has been on a vacation for the past two weeks and therefore he couldn't attend to me. I requested him to provide me his senior's contact details so that I could take this matter with them. He refused completely and took Mr. Rajeev on the call in conference mode. Rajiv clarified that he had not reverted to me as was expected of him and therefore my dissatisfaction with Mr.Rajesh was appropriate. Even then I was not provided the contact details of Mr. Rajesh's senior officer.

Now, I am being rudely told that my policy stands canceled and that I am not a customer of ICICI Lombard anymore so Mr. Rajesh does not have any moral or professional duties towards me or my concern. I found out Mr. Udayan Joshi's (senior of Mr. Rajesh Kumar) contact details some how and narrated the whole incident to him as well. As expected I did not get any help from him and my case has become a series of reminder mails to these gentlemen working with ICICI Lombard.

My Issues that I seek justice for, are as follows:

1. Why were multiple claims provided for a single case of accident? (I can provide the mails from the month of November last year till today which clearly show the issue in entirety !!)

2. Even if providing multiple claims was the only solution possible, why was I not informed by the ICICI Lombard employee responsible for providing the approval when he must clearly be aware that it would lead to my policy being canceled ? Are there no rules and regulations which protect the interest of the customer ?

3. Even if the policy was canceled, Why have i not received the refund cheque till date?

4. How does the government govern the private companies dealing in public sector where their emplyees
are neglecting their duties like the case here - Mr. Rajesh Kumar & Mr. Udayan Joshi of ICICI Lombard ignoring phone calls and Text Messages from customers continuously for two weeks when they are supposed to revert on priority?

5. Please let me know whether the employees of ICICI Lombard are allowed to refuse the contact details of their superiors when requested by the customer?

6. Why did I have to go through all this to understand the prevalent situation? Who is responsible for the "Agony" and "Frustration" that I have been though over getting a simple response from your staff ?

7. Lastly, why do individuals like me have to undergo so much stress and agony to fight for basic services like insurance and how will these private institutions learn to respect and appreciate the customers.


Looking forward to an early reply and a possible solution from you.



Thanks and Regards,

Ashutosh Narain
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