[Resolved] HDFC Bank — Health Assurance Plan renewal pending

HariMohan Purwar

from Pune, Maharashtra

Address:

Mumbai City, Maharashtra, 400020

I am HariMohan Purwar. Already raised same concern 6 times through emails (recent - HDFCSL=[protected] and calls.
My previous policy 90012202, has been renewed to new policy 90369204 for which I never received any communication. Since October I am trying to make payment for renewed policy and connected with HDFC Life 5 times but every time being told a new process but nothing worked and unable to make payment even now, pls see the customer care - discussion trail below.
1. 11th Oct - unable to make payment against old policy no. I have been told new policy no generated and I will receive communication, never received any communication.
2. 28th Oct - again connected for same issue, new policy no. was given and being told the courier is on the way. Never received.
3. 10 Nov - no progress, I hv been told once letter with new policy no. is received, go to nearest HDFC Life branch to give application that you are alive and want to continue with policy.
4. 8 Dec - No letter received so Went to Jhansi branch and being told new policy is not active so can't take premium amount cheque and case will be transferred to Mumbai branch but no response received yet. I hv the receiving receipt for application from branch.
5. 3rd Jan - again connected customer care, being told you hv to deposit cheque by mentioning new policy no only than policy will be active. When spoken to Supervisor 'SHIVA' told no need to deposit any cheque, your existing policy will get renewed as it is, with new policy no. and I will confirm on premium front after 2 business days but never received a communication/call.
It's a painful that premium payment issue is not resolved in more than 3 months and no communication process is followed to provide timely update of concern raised neither by email nor through call. Not sure is there any SLA for support on call.
No productive response even after 6 days on Service request (recent - HDFCSL=[protected] raised through email.
Being senior citizen, feeling harassed with immense stress for not having existing health insurance renewed and living at risk.
Immediate resolution is expected to make new policy active with communication to make the payment.

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Mar 5, 2017

Complaint marked as Resolved

HDFC Life customer support has been notified about the posted complaint.

Verified Support

Jan 18, 2017

HDFC Life Customer Care's response Hi, please note that for the aforesaid policy, it is pending for the updation of the status in system. Due to certain technical upgradation process as per IRDAI's suggestion, it might take some time. Further, the response by our team will be given to at the earliest.

Jan 23, 2017

Updated by HariMohan Purwar Thanks for the update. It has been more than 3 months now since the technical upgradation is in process and policy is not renewed. Is there any ETA for system upgrade. How much more time is required to renew the policy. What would happen if health issue arises and me as a senior citizen need to utilise insurance cover? How can customer be put on Risk for such a long time without a proactive resolution or clear communication? I really doubt if policy is going to be renewed after keeping me in hanging for > 3 months without a policy. Could you pls provide contact person email/phone no to whom I can escalate.

Verified Support

Jan 23, 2017

HDFC Life Customer Care's response Hi, kindly share the contact details of the person to whom you had contacted for paying the renewal premium towards the aforesaid policy.

Jan 24, 2017

Updated by HariMohan Purwar Hi, We have contacted Branch Manager, Civil Lines Branch, Jhansi (UP) and requested to activate the policy and take the premium through cheque but branch was unable to activate the policy. The status was 'Pending New Business'. Attaching the receipt received from branch on my application. Branch has informed that request will be sent to Mumbai branch to process it further and activate the same in the system.
I have also connected with call centre many times and Supervisor Mr. Shiva advised on 3rd Jan, no need to visit branch further as the policy will get activated in the system by operations dept than I would be able to pay premium online but no further update or confirmation. See attached and inform further course of action to make the payment.

Jan 30, 2017

Updated by HariMohan Purwar May I ask for a response here?

Verified Support

Feb 01, 2017

HDFC Life Customer Care's response Hi Mr Purwar. We regret the inconvenience caused to you. We are checking the details of your policy and the appropriate response will be communicated to your registered email ID at the earliest. Thanks - Ameiya (HDFC Life)