I was contacted by ICICI Lombard Agent Numan Patel from renewal department for taking ICICI Personal Protect plan for myself and for my wife for Rs.10669 (self) and Rs.10669 (wife) on 19th Nov. After 1 week, i did not receive the policy and i contacted Numan Patel and ICICI Customer Support. Ticket was raised and resolution came that they have not received renewal request and also amount. I contacted the credit card dept and got shared all thepayment details with ICICI Lombard including Authcode. ICICI responded that they have not received request for Policy issuance. I requested to refund the amount. They had refunded one amount of Rs.10668 (one rupee less) and did not refund the second transaction made for my wife. I made escalations to Level2 but no response. I was asked to make 3rd level escalation. As per ICICI Lombard they say refund has been initiated on 21/12/2021 and will be credited in 7 working days. According to them it is credited, but my credit card account is not reflected with the amount and i shared the statement on 01/01//2022 and 04/01/2022. ICICI Lombard is silent when i asked them to which account they have credited. Those details are not being shared with me. they simply say it is processed at thier end. Where did the amount go then?. It is a FRAUD happened in ICICI Lombard who is not opening mouth now.
From: Ravi Srinivas
Sent: Monday, January 3, 2022 5:08 PM
To: [protected]@icicilombard.com ; falak.[protected]@icicilombard.com
Subject: Re: ICICILom:[protected] Re: Resolved : Cancellation of your Health policy no. has been processed (Service Request No. [protected])
Hello
It is not credited. Can you share screenshot from your payment system on the beneficiary details you have sent money to which account. Certainly I have not received even after 10 days. You keep on repeating same copy and paste reply to me instead of resolving issue to the customer. Please find attached icici bank credit card statement. Kindly think we have already crossed 7 working days from 21/12/2021 till 03/01/2022. Kindly do not reply to check after 7 days again.
From: Ravi Srinivas
Sent: Saturday, January 1, 2022 7:23 AM
To: Falak Shah /OPS/ICICILOMBARD/MALAD
Subject: Re: RE:ICICILom:[protected] ServiceQualityStep2 {INTID :: [protected], Customer Name :: Ravi Srinivas J, Product :: Personal Accident, SR :: Cancellation/Refund} #business#
Hello Falak,
Please find attached my credit card bank statement as of[protected]. I havent received credit from your side and i had to ultimately make the credit card bill payment as the due date was on 28th Dec 2021. You said you have send the payment on 21-12 and it is almost 10 days now including sunday. So far i havent received it.
Regards
Ravi
On 3 Jan 2022 17:28, [protected]@icicilombard.com wrote:
Dear Ravi,
Greetings of the day!
We apologize for the inconvenience caused to you.
With reference to your email regarding request number [protected], we wish to inform you that Refund amount of rs 10668 has been processed to the Auth code [protected] on date 21/12/2021 and same will beprocessed in 7 working days
Further, we request you to kindly check with the credit card team with refund id [protected] for further clarification.
Also, we request you to kindly share the till date statement for further assistance.
Your relationship with ICICI Lombard General Insurance is greatly valued and we look forward to delivering the best of our services.
Thank you for writing to ICICI Lombard.
You can now avail all health related services through our recently launched ILTakeCare app.
Android: Download app from Play Store or bit.ly/ILTCaos
IOS: Download app from App Store or bit.ly/ILTCios
For other product and services, please utilize our Insure app
Android: Download app from Play Store or bit.ly/2WcvLL4
IOS: Download app from App Store or apple.co/2xzNfGO
For any further assistance or clarification, please feel free to write back to us at [protected]@icicilombard.com, or call us on our 24*7 Toll Free Helpline 1800 2666, We look forward to addressing your query at the earliest.
Warm Regards,
Sonal More
From: Falak Shah /OPS/ICICILOMBARD/MALAD
Sent: Thursday, December 30, 2021 8:35 AM
To: [protected]@hotmail.com
Cc: SERVICEQUALITY /OPS/ICICILOMBARD/PRBD
Subject: RE:ICICILom:[protected] ServiceQualityStep2 {INTID :: [protected], Customer Name :: Ravi Srinivas J, Product :: Personal Accident, SR :: Cancellation/Refund} #business#
Dear Mr. Ravi,
Thank you for contacting ICICI Lombard General Insurance Company.
We write this with reference to your below concern regarding non receipt of refund.
As per our telephonic conversation held today, we wish to inform you that we are working on your concerns and we shall revert you maximum within 4 working days.
In accordance to our continual focus and commitment to customer service, we trust we will address your concern(s) in a fair and equitable manner.
We assure you best of our services.
Regards,
Falak Shah
Customer Service Manager
Service Quality
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