Dear Sir,
I was sold following two policies by ICICI Prulife sales team purportedly by cheating:-
- Policy No. 24500414
- Policy No. 23698887
They kept on engaging me during the 15 days free look period and stopped any interaction whatsoever thereafter. Since then feeling cheated, after having paid the initial subscription for policy purchase I stopped paying any further amount.
As I did not get any response I escalated the matter by writing complaints to [protected]@iciciprulife.com however when I did not get any response I wrote RO their GRO and SGRO.
In this regard please refer my email dated 16 November 2018 to Shri Ashwini Bondale, GRO ICICI Prulife and email to SMGRO dated 04 February 2019.
Case Study: How an Oversmart Employees Taints an Organisation
Anil Tewari
Nov 16, 2018, 7:14 PM
to gro
Kind Attention: Ms. Ashwini Bondale
Dear Madam,
I, Lt Col Anil Tewari (Retd), am an Ex Serviceman. I wish to bring to your notice a case wherein one of your employees has cheated me to achieve his departmental sales target unethically. Although I have today lodged a formal complaint with Customer Service Executive (Request No.[protected] however, the purpose of writing this case study to you is that although ICICI has a robust internal complaint process mechanism yet the elaborate explanation will facilitate counseling and corrective measures where required.
Background
In July 2018 I was telephonically approached by one person who introduced himself as Mr Sudheer Sony of Pioneer Assurance Consultants, Delhi (ostensibly an outsourced sub agent company of ICICI Sales). He stated that my ongoing ICICI Pru Wealth Builder II Policy (Policy No.[protected] will be liable for withdrawal in Sep 2019 but would not yield good return going by the current performance. Therefore, as I were a premium customer of ICICI Prulife he was approaching me on behalf of ICICI with an offer so that I will be benifited.
Proposed Offer
If I were to buy two policies of ICICI Pru Savings Suraksha then my ICICI Pru Wealth Builder II Policy (Policy No.[protected] will be switched to get a policy with better returns.
Modus Operandi
- After seeking my concurrence Mr Sudheer Sony and his team members were in constant touch with me.
- They provided me all the documents related to Savings Suraksha policies which I duly filled and sent them scanned copies.
- The team worked very efficiently and ensured that I completed all the formalities including online payment in respect of the two aforesaid suraksha policies.
- However, they did not pursue my switching of ICICI Pru Wealth Builder II Policy and therefore out of frustration and feeling that there was something amiss I sent an email to [protected]@iciciprulife.com on 17 July 2018 (refer - Request for Cancellation of Application No: OS[protected] stating that my application for suraksha policy be cancelled.
- On learning of my complaint and apprehension about no action towards switching of ICICI Pru Wealth Builder II Policy, Mr Sudheer Sony handed over my case to Mr Dheeraj Chauhan (purportedly a Sales Manager of ICICI Prudential - Mobile No. [protected]).
- Mr Dheeraj Chauhan, a glib talker with the ability to convince, took no time in convincing me and claimed to be my Relationship Manager henceforth.
- In a very dramatic manner Mr Dheeraj Chauhan further asked me to write down a figure - Rs 6, 96, 875/-. He assured me that it was the amount that I would get in September 2019 from my ICICI Pru Wealth Builder II Policy policy after switching. As it showed a substantial increase and considering him to be a reliable ICICI official who takes pride in the 5 core values of the organisation, I agreed to his proposal and proceeded further overlooking my earlier complaint to witdraw the suraksha policy application.
- Meanwhile, one Ms Pooja Bhatia (a team member of Mr Sudheer Sony) contacted me. She sent me few blank documents online and asked me to download, sign, scan and send them back. I completed the formality accordingly.
- However, surprisingly unlike the previous times when I was buying the two Suraksha polices no intimation about the status of my switching of Wealth Builder II Policy was given. It was only when alarmed at the lack of feed back from ICICI Prudential, I tried approaching Mr Sudheer Sony, I was told by Ms Pooja Bhatia that my signatures did not match with the earlier policy signatures.
- I took initiative and resent the switch forms and yet did not get any feedback on status. Later on my further enquiry Ms Puja Bhatia stated that once again the signatures had not matched. Despite my repeated request to give the same replythrough mail for my record purpose, she did not comply.
- Finally, frustrated I approached Mr Dheeraj Chauhan who assured me to be patient and that my case would certainly be processed in the second week of October 2018, once he was back from pilgrimage to Vaishnodevi.
- Earlier, on one occasion to my surprise Mr Dheeraj Chauhan had personally called me and stated that if I buy one more policy then his promotion related target will be met and that he would get me further discount from his own account in the policy. (Against Core Value - INTEGRITY)
- Although Mr Dheeraj Chauhan had given me his cell No but invariably that call would be taken by one of his team members who had a standard reply that Mr Dheeraj Chauhan would call me back in 15 minutes time which never happened. (Against Core Value - CUSTOMER FIRST)
Assessment
- As evident 2 out of the 5 core values of ICICI Prulife viz Integrity and Customer first are the first casualty in the case as displayed by Mr Dheeraj Chauhan.
- The individual has managed to grow in the system with good appraisal as he is capable of meeting the targets as in today's fast paced corporate world it is the end result (tangible) more than the means that the organisation has the time to ascertain.
- In this case the entire team has worked efficiently going out of its way in meeting out formalities to complete the process of policy purchase by a client however, it has worked equally in tandem to take him to a wild goose chase for the promises made by its leader to ensnare a unsuspecting well meaning customer who takes him on face value for the trustworthy brand with which he is associated.
- However, a mamoth and highly reputed organisation like ICICI has a very high benchmark. Therefore, it is suggested that the appraisal system of sales team personnel should have an inbuilt mechanism linked to customer feedback of the manager's service/conduct. As claimed by Mr Dheeraj Chauhan he has successfully got his promotion.
Comments
I concude by stating that I am a very old client of ICICI, be it the bank vertical (two accounts), home loan (one loan), car insurance policy (one policy), prulife (four polices including ICICI Pru Elite Life Super policy[protected] for annual contribution of Rs 2 lakh and ICICI Demat Account (one account).
Despite the proverb "Dont put all your eggs in one basket" I have always trusted and relied on ICICI for the quality service that I have always received particulary in the ICICI bank, but this experience in prulife has shaken this old man. I am sure you may look into the grievance and get my wealth builder policy switched as promised by your representative.
Regards,
Lt Col Anil Tewari (Retd)
[protected]
9:12
V
白
me 4 Feb 2019
to smgro ^
From
Anil Tewari [protected]@gmail.com
TO
[protected]@iciciprulife.com
Date 4 Feb 2019 at 3:32 AM
Dear Sir,
Reference my trailing mail (grievance) addressed to Ms Ashwini Bondale dated
16 Nov 2019.
I am pained to inform that the GRO did not deem it prudent to give a feedback to me.
It is the leaders that are followed by the subordinates. If the GRO does not bother to reply to a grievance, irrespective of the positive or negative outcome, then the junior staff of the organisation will continue to act with disdain fully knowing that rigt or wrong they have the tacit support of their superiors.
I request you to kindly look into the matter and suggest a way forward.
Regards,
Anil Tewari
In view of the above emails I request that my initial policy purchase amount be refunded to me.
Anil Tewari
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