ICICI Lombard — Motor Vehicle Clamim

Address: Noida

I am writing with utmost inconvenience and after facing the mental harassment and torture by ICICI Lombard Team. I had given my vehicle for repair at Shree Pawan Ford workshop after a minor accident, but since 17th of November I am facing challenges to get proper support and claim settled. I talked to Sachin on 19th Nov and he stated that my policy had 50% NCB and I am only eligible for 20% without any document and submission of records. When I talked to customer support, they clearly stated that my Policy is eligible for 45% NCB as written in the attached policy deed after verifying the previous year policy and I was given 50% therefore, they initiated the recovery of 5% with the request ID #[protected]. At the same time I was given the contact details of 'Senior Manager' Sumit ([protected]) to get in touch with him to expedite the claim settlement process and get the vehicle repaired since it's in the garage for 2 weeks. However, my conversation with Sumit has not been pleasant and positive as you can refer to the thread below. Therefore, I am writing to get fair support and keeping customer centric approach in mind.

I am raising the following questions and once I will get a satisfactory response I will give my endorsement;
1. Why does my policy document say I am eligible for 45% Claim? And how come customer support can give affirmation that I am eligible for the same?
2. Why did this thing come to light when I raised the claim, why was it not checked during the policy issuance or in the last 8 months?
3. If you issued a wrong policy with incorrect NCB Slab, then why does a customer have to suffer?
4. If this information about NCB would have been made available to me at the time of purchase, I could have explored the other better options with less premium. You offered a suitable premium for a 3 years policy then only I purchased it. Infact when I talked to ICICI Lombard Customer support while purchasing the policy, I was told that my IDV will remain the same for all three years which is a good benefit and generally not offered in annual policy, however when I got the policy copy the IDV was in reducing order for all three year. Which was again a "lie" just to sell the policy, unfortunately I don't have the record of that and hope you should have the recording for it.
5. In my Policy document there is no condition about 20% or 50% NCB, only mention is about 45% NCB, then why would you force me to pay more?

I tried to be a loyal consumer and I love my vehicle, however the harassment that I am facing in the name of NCB from the last 2 weeks is making me extremely unhappy and I am unable to sleep at night. I also have to travel to Office using public transport like AutoRikshaw in this extremely polluted condition in NCR which is also impacting my health and only ICICI Lombard is responsible for this. Kindly, provide me the valid justification to all the questions above and if you still find I am liable to pay, please help me with the process to complete the payment and repair my vehicle.