[Resolved]  Iho — Total Failure of service and no action taken on complaint

Address:

Mumbai City, Maharashtra

I had sent a complaint to the IHO (http://indianhealthorganisation.com/) service team complaining about total failure of service on Jul 22,2011.
They have not addressed my complaint so far and in fact they have not even bothered to contact me or acknowledge my email.I am pasting the email below which has all details about the total lack of service from IHO.Kindly help me in getting my complaint addressed.

Thanks and Regards,
Dilip

[protected][protected][protected][protected][protected]---
From: Mathew Dilip <[protected]@yahoo.com>
To: [protected]@indianhealthorganisation.com
Cc: [protected]@indianhealthorganisation.com
Sent: Friday, July 22, 2011 6:22 PM
Subject: Total failure of service and refund of money paid

To,
The Manager

Hello,

This is w.r.t to the IHO Card/Account No [protected] that I hold and I
am writing to you because I would like to cancel this policy
and want a complete refund of my money since the policy is completely useless
and a waste of my money.

I took this policy in April,2011 and two days back(July 20,2011) when I was down
with fever and throat infection my wife called the IHO helpline
(Mumbai number[protected] from my registered mobile number for the
very first time since I took the policy asking for a GP near
my residence i.e, Andheri (W).Following is the sequence of events:

1.Call made by us at 08:52AM to IHO.Customer service representative says that
there is one Dr.Rajesh Gopal at Oshiwara,Andheri(W),Mumbai
who is part of the network.She gives the address of the doctor and asks for a
time to fix the appointment.We ask for an appointment at
11:00 AM.IHO representative says that she will confirm the appointment and
call back by 10:00AM.

2.No call received from IHO at 10:00 AM.We call back at 10:27AM.IHO
representative says,she will call back in 5 to 7 minutes with confirmation.

3.No call received again from IHO even after 10 mins.We call back after 10 mins
at 10:47 AM and again IHO representative extends the time by 2 hours
for confirmation.She said that she will call back within 2 hours.

4.As expected no call from IHO even after two hours.We call back at 1:38 PM and
the IHO representative says that the Doctor is not available and asked
if we are ok with an appointment the next day.I said that I am sick and cannot
wait till the next day.I also said that I have bought a health
policy from you with assured benefits which I was told at the time of
enrolling for the scheme.I do not have to wait for so long for
an appointment with a GP when there are many GP's in my area where I can walk
in and pay consultation charges of 250-300 Rs and get treated on time.
I did not have to spend more that 5000 Rs and be cheated like this.Also,the
IHO representative said that she tried calling me but I was not
reachable.That is a blatant lie since I stay in a city with good mobile
coverage and I had not problems calling IHO from the same number.

5.The IHO representative asked if there is any other area which would be
convenient for me to visit and I asked for Goregaon(West),Jogeshwari(West) etc
which are near my residence but as per her there are no doctors in these areas
that are part of your network.Finally she said that
there is one at Santacruz west (while is around 1 hour drive from my
residence) and said that she would fix and appointment at 7:00PM
and that she would call back by 6:00PM to confirm the appointment.

6.I get a call from an IHO representative at 4:37 PM and he said that even the
doctor at Santacruz west is not available and again asked
if I am ok with an appointment the next day.I again had to remind him that I
am sick and need a doctor to treat me immediately.
I told him that I have not purchased some soap bar from your organisation but
a health policy.He came with the standard apology
which representives from any call center are tutored to give to customers.

7.I could not wait anymore and went to a doctor (a very qualified one) near my
residence and got an appointment in 10 minutes.
IHO representative calls again to say that he can pass the call to a manager.I
said that I am not interested in talking to
a manager as it is completly useless.As I said before I have bought a health
policy and not some soap bar that I have
to listen to standard replies from you.

The attitude and service expected from a health organisation is different from
that expected of other organizations and in this
particular case it is clear beyond doubt that there has been a total failure of
service.The attitude demostrated by IHO has
been very callous and lax.I do not have to pay more than Rs 5000 to get this
kind of treatment.This is clearly a deficieny of service
as per the Customer Protection Act,1986 and hence I want a full refund of my
money at the earliest.
I expect a prompt response to this complaint.

Thanks and Regards,
Dilip