[Resolved]  Icici Lombard — Worst experience in Customer Support

Hi,

I checked all the policies online and ICICI Lombard emerged to be the best for travel insurance out of it. After 4 months with policy and no claims of any sort I tried to renew my policy like this:
1. I went online to your chat department to renew my policy for just 2 days, no help, less knowledge - (15mins wasted)
2. Went online next day again, he asked me to go online and do it, I tried and website was giving error, no help - (20 mins wasted)
3. Went online again in evening, the person asked me try again, I was able to get thru after long wait and on payment page it gave error again and then I tried making payment 2 times more. He then gave customer support number - (45 mins wasted)
4. I was like okay it will be done in few minutes, so I called form Australia to there local number, I was forwarded to customer care , where I waited 38 mins and no answer was given. I had to disconnect my call because I was paying heavily for it - (45 min and $105 worth of calls wasted)
5. I called again, asked this lady to please transfer to a guy who can help and not hang with customer support, she said better call in work timings of Australia. R you serious? what does 24x7 means? (15 mins and $22 worth of calls wasted)
6. So I called again in evening and after passing thru 3 people , this guy told me that even if its is done then u cannot make use of it cuz it takes 48 hours to get active. what??...I needed extension for 2 days and he said to renew it they need it 2 days. Worst experience ever(40 mins and $86 worth of calls wasted)
7. I called again hoping someone will be able to help me this time, after few people and few calls it went to this guy who told me that it is not online policy so you need to come to centre directly. I told him I m in Australia and there is no1 in India. On that he said he cant help me and the policy can not be extended. He tried to do something but it was not of any help. (1 hour 5 mins, $150 worth of call)

I asked him to forward me to complain department, he did not. I asked him to talk to his senior and I was waiting online for 15 mins just to talk to his senior.
This is the worst experience I have ever had with any company.
I was so frustrated after end of this that I said I don’t need extension or renewal of policy.
The bad thing is when you are taking to them they all put you mute/hold or something because thy don’t listen to you or even reply.
And then they put you on hold for "one minute" and dont reply for next 15 mins, it happened to me twice and they come and say sorry.
This is worst customer support I have ever faced, normally everywhere they are so quick and responsive but ICICI LOmbard changed the definition in s bad way.
I wasted 4 hours and around $350 worth of call and time just to renew my policy for 2 days(premium is Rs 389) which can not be refunded back.
Can they give me 1 good reason why I should come back to them?
I told them that I will complain against them in consumer’s forum and on FB which I am doing now.
Hope this helps and ICICI Lombard changes their attitude towards customer support.

Cheerz
Mridul
Policyno(4030/21142127/00/000)