HDFC Bank Ergo General Insurance — motor claim not honored by the insurance company

I had purchased bumper to bumper insurance from HDFC Ergo General insurance; stay in Chennai (TN)

My vehicle had met with an accident on 28th Sept, while returning from Office. I was waiting at the Tarapore towers signal (Mount Road) to turn green for taking a right/U-turn into Dams road when a motorist (two - wheeler, Activa) hit my car near the left front side fender and bumper, and escaped.

The impact was so strong that the fender got damaged and the left side of the bumper had also got dislodged from its position. That being a long weekend, i had deposited my vehicle with Kun Hyundai (Anna Salai) and there was a claim lodged with HDFC Ergo on 03rd Oct'18.

There was a surveyor assigned the same day (Naveen), he called me later in the evening and informed that only Fender replacement was approved since there's an existing damage on the right side of the bumper. I did not agree with this evaluation since the existing damage in question, was a very tiny hole near the right side fog lamp. Since i did not agree, i was assured that he will check and come back; however i did not get any message or call from Naveen further.

On that Saturday, 06th Oct i visited their office in Guindy Industrial estate however the security told me that being a Saturday its a holiday and to come on Monday, in the meanwhile i should reach out to Customer Service. So i called up their helpline number and was referred to Mrs. Subbulakshmi. She heard my concern and advised me to get in touch with Mr. Selvaraj (i was told that he's Claims Manager - Tamil Nadu).

I spoke to Selvaraj on Monday, 08th Oct and again briefed on the incident and claim details. He again mentioned on the existing damage and i had clarified - that the existing damage in question was a small hole on the right side of the bumper (near fog lamp), and it wasn't a significant damage that

• affected the usability of the vehicle, nor
• would have made business sense for HDFC ERGO to order replacement for such a small damage
He then assured that will go for a review again and then come back on the eligible/approved amount. Few days later, Service workshop representative had called me to check if he can start the work and during the conversation also informed that Selvaraj had approved only 50% of the painting charges, i'd have to bear rest of the expenses - bumper replacement charges, 50% of the painting cost. i did not give him the go ahead to start since this was not in consistent to my discussion with Selvaraj. i told him to connect with Selvaraj and get this clarified. In the meanwhile, i had to travel on work related assignment so could not take status or discuss further.

On returning (13th Oct), i contacted Service workshop to check the vehicle status. To my horror, representative informed that the work is still pending since HDFC Ergo had approved only for repair work to fix the bumper whereas the bumper had to be replaced.

On 14th Oct, i again called Selvaraj and told that there's some communication gap because the message he conveyed to me earlier was not in consistent with the confirmation from Service workshop. Upon requesting, Selvaraj arranged for a conference with the Service workshop; during the call, Service workshop representative mentioned that HDFC Ergo team had been insisting on repairing the bumper though he had clarified that it was beyond repair and had to be replaced. Additionally, i'll be reimbursed only upto 50% of the painting cost.

Sir, i again wish to remind the team that the policy i'd subscribed was 'Bumper to Bumper Insurance'. During Policy registration/Sales, i was assured full replacement without any limits (unlike comprehensive policy), then why is there a sub limit on expenses being forced upon now.

Secondly, Claims being raised were in good faith - both my actions, the claim i have raised now considering the damages and the claim i did not make earlier considering the insignificant (damage).

i had faced such hardship even during my previous claim; i had budged earlier considering the impact on my work and personal finances (due to unavailability of personal vehicle).

I am expecting the company to honor the full claim under this incident - bumper replacement and painting charges.