All mail communications attached in detail
ICICI:
• The Agent and ICIC Lombard will Issue High Premium policy with dummy Tele verification with aged people, saying the claim will be covered from first day
• When you submit the claim, they will visit your house and ask for 10 years back data and say your claim has been rejected because of PED – preexisting disease
• After claim rejection, they will abruptly cancel your high premium policy
• When you try to contact customer care, you will get different types of replies, addressed by different executives with delays
• When you escalate to Grievance level, there will be much delay to reply, and they will say the same answer that policy is cancelled
• Nowhere will they address, why they issue High value policy without proper verification and they won’t don’t do refund or reply to your concern
Mail Events
# Event 1
• Health Policy of yearly 95, 000 premium was abruptly cancelled,
During submission of claim they rejected and cancelled my Active policy
# Event 2
• Query was sent on Jan 10th -2026, for reason for cancellation with customer care
From: Maniarasu Natarajan
Date: Sat, 10 Jan 2026, 10:36 am
Subject: Re: Cancellation of your Health Insurance
To:
Cc: Maniarasu Natarajan
Dear Team
This is related to my Policy getting terminated
I need to understand the detailed reason for this termination of my policy on 25/10/2025.
Please share the detailed information of my policy 4225i/ELVT/[protected]/00/001.
# Event 3
• Reply got from customer care on Jan 10th – 2026, saying Pre – existing disease was not disclosed, although PED riders were taken along with the Policy
From:
Date: Sat, 10 Jan 2026, 1:38 pm
Subject: ICICILom:[protected] Re: Cancellation of your Health Insurance
To:
Cc:
Dear Maniarasu C N,
Greetings of the day!
With reference to your email dated, we regret to inform you that your policy is cancelled due to non-disclosure of preexisting diseases with zero refund.
Thank you for writing to ICICI Lombard.
# Event 4
• On Jan 11th- 2026, why the PED was done only Tele verification and during claim about why it was verified physically dated back 10 years was asked
From: Maniarasu Natarajan
Date: Sun, 11 Jan 2026, 11:00 am
Subject: Re: ICICILom:[protected] Re: Cancellation of your Health Insurance
To:
Dear Team
You have not answered my query?
1) If this policy has been cancelled with zero refund? Because you did physical verification once we submitted the claim .point is why the detailed verification was not done during the issuance of policy ?
As incase if i have not submitted the claim, you could have renewed my policy, so another year loss for me, so the point is why the high value policy which i took assuming it will take care of my aged parents, was not verified in person ?
2) The telematic verification is done with my old aged parents, you can back track with your team . You go back to your records and fetch the agency and team who did this simple tele verification, rather doing detailing
3) I took the policy with Riders also covering ped, so pls check why there was no detailing or analysis in ped before issuing policy
4 ) The claim was done for both my parents, and if my mother case was the issue, why my father case was also rejected. As per my father verification he has disclosed prostrate and other issues
So it's not fair, not only rejecting my claim, you have also cancelled my policy with zero refunds
I would highlight these losses i incurred
Was because of your casual verification methodology during the issuing of policy and later when claim was submitted, there seems to be an act of professionalism in enquiring 10 years back history and declining ..if this detailing would have done before, I would have been rejected at first phase which would have resulted in exploring other Good policies covering old age people, rather paying huge policy fees trusting icici Lombard
# Event 5
• Reply got from customer care on Jan 15th – 2026, saying different reason saying diagnosis was not disclosed
From:
Date: Thu, 15 Jan 2026, 6:45 am
Subject: Re: ICICILom:[protected] Re: Cancellation of your Health Insurance
To:
Dear Maniarasu N,
Greetings of the day!
We apologize for the inconvenience caused to you.
This communication is with reference to your e-mail dated[protected], regarding service request number [protected], we would like to inform you that, as per team confirmation, both insured individuals have not disclosed the diagnosis for which they have raised the claim.
Thank you for writing to ICICI Lombard.
# Event 6
• On Jan 15th- 2026, I replied about the doctor letter statements and MRI scan details and reiterated why it was done tele-verification
From: Maniarasu Natarajan
Date: Thu, 15 Jan 2026, 7:05 am
Subject: Re: ICICILom:[protected] Re: Cancellation of your Health Insurance
To:
Dear Team
No during claim, The doctor who treated, has taken mri scan and also a proper letter for which hospitalization is required has been submitted along with the claim
You can check the records,
If not found, as am out of country for business trip, will connect and send you across later
But the point now is different from earlier reply,
Initially it was mentioned that policy is. Rejected abruptly due to non disclosure of Pre existing disease
Now this reply is different ? related to diagnosis for which claim is submitted ..
Anyhow still the larger question is not answered, why there was no physical verification by icici team while availing this high premium policy rather during submission of claim
Pls back track your documents submitted and let me know ur feedback
# Event 7
• As no reply from customer care, Escalated to Grievance team on Jan 25th – 2026
Details of the Complaint : my policy and claim was rejected saying PED was not disclosed my Grievance is during issuing of high value policy rider was taken to cover ped that time agent and ur team only did televerification and during claim they do detailing to track 10 years back history my point is why this detailing was not done while issuing the policy customer care initially said PED after follow up they contradict that reason for treatment not disclosed asked them to backtrack no reply check my mails log
# Event 8
• Reply got from customer care on Feb 11th – 2026, saying the same rejection reason
On Wed, 11 Feb 2026, 11:39 am, wrote:
Dear Sir,
We hope you are keeping well.
We have thoroughly reviewed your case and regret to inform you that claim number[protected] is rejected, Further find attached claim rejection letter for your reference.
Should you need any further clarification or assistance, please do reach out to us at[protected] between 10 AM to 7 PM, Monday to Friday.
Thank you for giving us the opportunity to serve you.
# Event 9
• No reply from grievance level about my open questions and the attachment also they didn’t attach
From: Maniarasu Natarajan
Date: Wed, 11 Feb 2026, 12:34 pm
Subject: Re: ICICILom: [protected] - Re: ICICILom: [protected] ServiceQualityStep3 {Policy number/UHID number:: 4225i/ELVT/[protected]/00/001 Mobile number :: [protected] }
To:
Hello Karthik
I already know the claim has been rejected ( send the doc again ), but the core you are not going through !
See the customer care conversation in details
There are many open points happened in this rejection
1) why the physical verification not done during issuing of the high value policy ?
2) I could see the detailing of the policy verification was done only during the submission of the claim ?
3) I could see a nexus between the agent and icici team only to issue policy which had ped riders, by asking basic questions with aged people and when claim comes, I could see the data has been verified dated 10 years back ? Which could have been done before issuing policy
4) so it means icici intention is to get policy and when claim is done, that time you will do get data back from 10.Years and say we are discontinuing your policy
5) are you admitting this is the policy of icici that they do only tele verification for these high value policy
So i[censored] have declined my claim,
Please reimburse my policy fees as it's been abruptly cancelled
Please be noted am out of country
So only through mail am reachable
I am not convinced with reply
as you are not getting the problem happened in issuing the policy and this is the third level I escalated and your response is not deeply rooted to my problem
After two months we are in same topic from start, I will take it up to next level of ombudsman, see the history you guys have send 20 mails with same content with zero analysis
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