[Resolved]  Icici Lombard — issue with replacing petrol tank in insurance claim - mot07931867

Hello team,

Although, i am tired of explaining same story every time. Nonetheless, i hope would be the last time (But i know it won’t j).

Last year i bought a bajaj avenger 220 and insurance got expired in march 2018. My dad is suffering from intestine cancer hence due to medical emergency, i was in hospital with him for couple of months. (I have the medical reports as well if anyone would like to done survey on that too) due to which i couldn’t renew my insurance policy.


Looking at the brand name, unfortunately i thought of buying icici lombard insurance for my two wheeler last month via ‘digital mode’ from website. I met with an accident on 08th september and got damages to my bike and as per the process i called the customer care to know the process for claim.

They guided me well and i contacted my nearest aditya bajaj showroom where i gave all documents and bike for further checks with surveyor from icici.

After follow up, i got to know that mr. Akshay ([protected]) the surveyor from bank had done the survey however approval on petrol tank was pending as it had a dent on the right side which as per him could have been there before taking insurance. Also, surveyor told me that in absence of photos of my bike he won’t be able to approve the replacement for petrol tank.

At the time of selling insurance, we promote that lets go digital, no physical verification required, buy insurance in few clicks. I want to understand where does the online purchase model has a mandatory requirement to buy an insurance by submitting the current photos of bike.

If website would have had an option, why would i have not submitted it. I then submit my issue at icici website however didn’t get any response till 24 hrs hence i opted to “live chat” option where shankar helped me tremendously by providing mr. Pratik upadhyay’s contact details. I then called him today and explained everything including my conversation with mr. Akshay however he too shared that petrol tank won’t get replaced considering the situation i met with an accident, there is not possibility of getting dent on bike.

I must say, icici has brilliant employees actually you should nominate them in intelligence bureau for india who without looking at bike can reach to a conclusion that a dent cannot come on the petrol tank, if someone met with an accident.

Upon further discussion, i told him that i am not satisfied with this answer and i want to know the further escalation matrix because i am ready to go in consumer forum also however, instead of providing escalation matrix he shared that i can go to consumer forum.

I apologize for such a detailed explanation however i wanted to share each and every minute details of the case.

I don’t know from where should i start hence i tweeted on the icici lombard account too but i wasn’t knowing that being such a huge brand we don’t even care to acknowledge grievances at digital platform.

Is there anyone who can help me to get this issue resolved? My closure statement is that i want my petrol tank to be replaced.

Regards,
A frustrated customer of icici lombard insurance
Bhupendrasingh gautam
[protected]