[Resolved]  CPP Group India — complaint about rejecting the claim for bogus reasons

Policy Number: IM1951699
Product DIGITAL FONE SAFE
Company name: Fonesafe (CCP india)
User name: Shailender Solanki

To,
Whom so ever it may concern,

Purpose of this email to review, understand and discuss following grievances:

Request to review the claim,
Complaint about rejecting the claim for bogus reasons and the unacceptable delay and error in processing claim till rejection.
Misbehavior and misguidance by the CPP India officials.

This letter is a formal letter of reconsideration of denial of a claim: ID IM1951699 initiated on date: 07/Aug/2019

I raised the claim request for the damage to the phone ( I phone XS MAX 256GB GOLD : IMEI: [protected] and ASSET MODEL TYPE: MT552HN/A)

Contacted :
CPP India fonesafe: no.[protected] | Email: [protected]@cppindia.com
Bajaj finance: Mr. Abhishek (Mobile number: [protected] ) | Email : [protected]@gmail.com

The process I followed:

I went to the Vendor from where I purchased the Product, they asked me to contact CPP India to register complain and understand the claim Process.
According to CPP India, They said that sir go to the Apple service centre, it was clearly stated by the official that you have to go to this particular service centre only which was:
(RELIANCE RETAIL LIMITED RESQ SHOP NO.224, 2nd FLOOR CITY CENTRE ROHINI DELHI-110086).
CPP INDIA official want to know the cost of repair and they said if the cost is below 70% of your device price. then i have to pay it and after 28 days they will return that.
which happened in my case it was below 70% then they asked me to pay the initial damage repair charges.
I did the same as per CPP India official instruct me to do, I paid the Rs. 65, 200 from my side as an initial damage repair charges.
and till then the claim was raised by the initiation of CPP India.
and i precisely followed all the instructions that was given to me
I Couriered all the documents to CPP ASSISTANCE SEVICES GURUGRAM-122002, SECTOR-42. on 19/AUG/2019 (attaching all the documents with this mail below)

Then after 9 Days I called CPP on 28/AUG/2019 and the Official NITIN said that sir, we have received all the documents on 20/AUG/2019 but there is a requirement of one document and they Named it as (FULL PAID REPLACEMENT BILL).
Then i said to NITIN why haven't you called me as it has been 8 days. since you have received the docs, he said we are sorry for that and its our fault,
that we haven't informed you.
I said that i have provided all the documents as it was mentioned in your E-MAIL. (proofs provided below as screen shots)
Then he want me to send all the documents on the mail id: [protected]@cppindia.com
Which i have sent immediately, then after confirming the receiving of e-mail NITIN said sir, i have contacted the back hand team and,
I have personally seen all documents you have sent, but there is only one problem that the bill you have provided has no full paid stamp on it,
due to which your insurance partner is not confirming the payment.
then i asked him briefly about this, and as a conclusion he wanted me to go to the apple service centre, and he said that he will talk to them about this,
I agreed to this and followed his instructions and told the whole story to the apple service center official, the person on apple centre denied for having any (full paid stamp) and said that the stamp which they have putted on the bill is itself able to confirm the payment and said they always put that particular stamp on every bill.
Then again I called CPP and i assured that the official NITIN talk's to the apple service centre person and they talked for a long time and after that he said sir, do one thing take a letter in writing with their stamp on it stating that, you have paid this amount to them and in addition send the receipt copy of your card payment Transaction of (65, 200) to RESQ, and the bank statement showing this transaction.
I again followed his instructions, gathered all the documents and mailed them to [protected]@cppindia.com. on 29/AUG/2019 (attaching all the documents and screen shots of mail sent to cpp with this mail below).
after a day to this he himself called me and said sir, we have received the e-mail and i have checked the documents, please give us 14-15 more days and he said i will personally look into your case and, i will inform you. I said ok to this.

I waited for a month which was a decent time to Process a claim. But claim never got processed in that time.
from 29/AUG/2019 TO 11/OCT/2019 (45 days) there was not a single phone call from cpp neither by the official named NITIN. but i have contacted cpp on regular basis as i remember i have called more than 15 times and, every time every official said sir, your claim is under process please wait for 3-4 working days as soon we get any information regarding we will contact you but this never happened, till today i haven't received any call or E-MAIL.
It was me calling always every time the officials said sir, we are raising a query, we are doing this and that in your case. but no one did a thing, i always said please send me a E-mail about my process and every one said yes sir we will, but no one said that they haven't received the documents not a single person said once,
this lame thing to me.
but when they saw that they have taken more then enough time they by misleading me, they said sir your claim is rejected. and when i asked why they said they haven't received the documents. seriously do i look like a fool to you?
If there was a shortage so why the officials to whom i have contacted in between hasn't told me a thing. why? answer this, i have all the recordings.
BHULESHWAR 7/SEP
DIMPLE 18/SEP
SAGAR 22/SEP
MUKESH NARIYAN ON 3/OCT/2019
And many more. all of these calls are on record and even i have the recordings of these how your officials have mentally harassed a costumer and hasn't provided the right information and never told me about not receiving the documents
and stretched the time duration till denial of the claim, due to a self created thing (NOT RECEIVING THE DOCUMENTS).
so can yo tell me how it is possible from 19/aug to 11/oct 2019 your team doesn't know about the documents that have they received them or not this is your professionalism,
what was they doing, every time when i called, and didn't you informed me about this,
this is how you misleads the costumer by hiding the details, playing with their time.
and even when my claim was rejected the CPP hasn't informed me i didn't received a single message or E-mail on my registered NUMBER or E-MAIL, it was me calling again and every time ever since the process stared,
though i called to know the claim status and then also I did not get any clarification on rejection of my claim from the officials,
they just said we have not received your documents.
what am i supposed to do now file a
POLICE COMPLAINT TO CHALLENGE YOU IN COURT...

This a formal request to review the claim and i will really appreciate if there is an acknowledgement of this email communication.

As I am taking follow-up on this issue since last 2 months now.

Issues need to highlight out here are:

1. The CPP officials are always like this, that sir, your insurance partner is gonna pass this they gonna do this and that.
why the hell I'll be listening this i have purchased a policy of CPP. I don't care what's the insurance partner is doing and what your are.
I have paid the money on the brand value of CPP.

2. On the name of a FULL PAID REPLACEMENT bill you have created so much hype and forced me do certain things, go there we want this thing in writing and ol,
let me tell you first go and read the list of documents that you sends to a costumer which they will need in the process of claim and,
there is no such type of words are there as FULL PAID REPLACEMENT BILL. Its written there as "REPAIR BILL" which i have provided. And your officials also confirmed it.
(attached this with the documents in the mail below) please read the list of required documents very carefully.

3. your official has chosen the service centre, it wasn't me suggesting to him/her so they has to be aware of the situation that the particular service centre doesn't full fill their needs,
in your words they don't put particular full paid stamp which you want badly to process a claim, that's again your fault not mine.

4. if you and your insurance partner wants to confirm the payment authenticity so the process has to be done directly with the service centre there was no need of involving me.
why don't CPP's so called Officials check by themselves or your insurance partner, there is no need for harassing a consumer and raising random demands
and let me tell you one more thing that on the bill it is clearly mentioned as "amount received in words"=RS 65, 200 and their GST no. is also mentioned over there.
(attached this with the documents in the mail below) please see this carefully

5. Officials who are misleading the costumer are pure disgrace to the company like CPP India, which has a legacy of trust for decades now. Humble request to take a action against this.

6. process for the claim settlement needs to be changed as, despite the mobile number and email id mentioned on the claim form, I have not received any mail or phone call from CPP India.

7. I need the acknowledgement for this official complaint.

8. my invested money of Rs.65, 200. Need to get passed on priority.

If this is how you reject claim by creating fake issues then what is the use of purchasing the effectively ensured products.

I am marking to all the higher authorities of both the companies ( IFFCO TOKIO and CPP India): I am humbly requesting you to clear this issue on priorities and,
I am quite confident on the resolution because I don't think the companies like IFFCO TOKIO and CPP India will be negligent to address this issue.

Thanking you.