| Address: | DELHI |
| Website: | www.easemytrip.com |
Dear Team,
This has reference to emt booking id EMT[protected] wherein i have cancelled the flight with pnr no. yqs76z and qurixa for both the passengers due to some medical reasons and doctor advised not to travel for 10 days (which is clearly mentioned in the report attached).
i have cancelled the flight on 20.07.2023 & when i was trying to claim medical cover for both the passengers the portal did not allow the same because of some technical issues going at ease my trip end as informed telephonically and over the mail. i had a word with one of the executive of ease my trip. she told me about the technical issue at ease my trip and said it will take 3-4 days to get it resolved. so she advised me to send all the documents required for a medical claim via email. on 21st i emailed all the requisite documents & was informed vide email dated 21.07.2023 at 11:14pm by aman mehdi that post submission it will take 30 days for the review & you will get update on registered mail. as advised we tried uploading the document meanwhile on 21st july 2023 which was successfully submitted. on 22nd we received an email that emt is unable to verify the documents. we called customer care to know the reason for which it was informed that as we are undergoing some technical issues you may have got that email kindly send the documents over email to [protected]@easemytrip.com.
on 22nd we again sent an email attaching all the necessary & requisite documents seeked and got a confirmation email from sandhyar at 10:02am that "we would like to inform you that we have mail to our team to check all the documents post submission it will take 30 days for the review & you will get update on registered email id regarding the insurance claim"
as per said policy i waited for update for 30 days but when emt failed to revert as per their commitment i wrote an email on 24 august 2023 to know the status of my claim to which harshit for [protected]@easemytrip replied me to again upload the document.
this is pathetic to see that even after 1 month of submitting the documents we have not received any revert from emt. i end up calling the customer care to know about the reason they informed me orally about the different reasons which are enumerated below for your reference
claim has been rejected because we are not able to verify documents- on my questioning what you are not able to verify the replies are
1. sir documents are not clear, kindly upload the same again
2. sir we need a medical certificate above mbbs level doctor- (i objected the same that as per policy document provided there is no where written that medical certificate should be mbbs & above. attached the document for your reference which states - sickness or injury which requires medical attention/consultation and the traveller is advised in writing by the treating medical practitioner or doctor as unt for travel.
3. sir we need separate report & prescription (i objected & questioned what do you mean by this as the mail received from [protected]@easemytrip say prescriptions required which i have attached in which it is advised for bed rest)
above all this when i am asking customer care to provide the reason in writing no one is willing to give it in writing.
i again request you to kindly settle the insurance claim or update me status of my claim which was submitted on 21 july 2023 & ethically i should have received within 30 days post submission stating the clear reason if it is rejected. as the documents provided is as per policy emailed to me by [protected]@easemytrip.com
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