Icici Lombard — claim not settled and unfair deductions in reimbursement

Address:	Bangalore, Karnataka, 560037
Website:	www.icicilombard.com

Claim no:[protected] and claim no:[protected]
After paying health insurance premium for 6 years, and this being my first case of hospitalization in my family, this was really not the type of treatment i expected from a reputed company like icici lombard. Both my husband and daughter caught dengue fever (From 22nd july to 27th july) and as the hospital was not one of their network hospital, i was asked to pay upfront and the amount will be reimbursed after discharge. Its been almost 2 months, their customer service is nothing short of appalling, pathetic and useless. They send reminders to submit the same documents over and over again and they dont reply to emails. Even after couriering the documents they have no courtesy to acknowledge it. Infact they lost my husbands documents again and asked me to resend it!! They have excluded duty doctor charges and injection (Medicine) as exclusions stating that they are not payable as per irda. None of these were informed to me at the time of premium payment or at the time of claim intimation when i exclusively asked them for exclusion list. Duty doctor fees is consultation fees and it should be legally covered. Same goes for injection medicines and services.
Its been almost 2 months since i have escalated the matter many times but still there is no response to my email with the relevant details. Their call center continues to call me saying the same nonsense exclusion policy over and over again.

Till date only 1 claim has been settled (Not to satisfaction, escalations pending), other one is still pending. Iam really tired of interacting with icici lombard staff. They only make one irate and provide no useful information or support. The total amount to be reimbursement for 5 days of hospital stay is < 40k, but still they harass and behave as if they need to shell out couple of lakhs to settle the claim!!

Its not worth taking insurance from icici lombard.