[Resolved]  IFFCO Tokio General Insurance — not accepting claim

Address:	Gandhinagar, Gujarat, 382421
Website:	www.iffcotokio.co.in

I met an accident on 4th january, 2018 with car. I had just recently transferred RC book name from my cousin name (DhavalKumar) to My Name (Chetankumar). Updated RC book is delivered at my home around between 12 December to 14 December, 2018.

On the accident day, to register accident claim and to get right claim information, I had first called (4th january 10:42 AM) in customer care to check that shall i am eligible to get claim as I have got updated RC book 20 days ago but yet i have not updated name in my claim so. For this query i got positive response like (yes you are eligible and you will get it.) But i have not claimed on that call as i have some urgent work and thought that i will do it till today later OR tomorrow as i have also drop to bike at service centre. But that day afternoon, once again i called (4th january 01:46 PM ) and registered claim with same query confirmation as i have mentioned here in my mail and got same positive response once again. so finally i made claim and i got claim number (# 1-ZN5XFM6). I have also been assigned surveyor name and number (UMANG VYAS) . I also keep him in as CC. From Honda Service centre i got called like that UMANGBHAI has denied for claim so i contacted UMANGBHAI and he told me that claim is not being considered valid as names are different both in RC book and claim copy so i told him whole scenario regarding customer care so he told me that once again confirm with customer care and i did again call in customer care and again i got positive response and care representative has generated my endorsement ticket id and told that you are eligible to get claim once you update name in claim copy and it will be processed within 24 hrs. I have not recorded calls of 4th january( but you get all call recordings as calls are recorded for training and quality purposes as i hear every time before call in customer care). But i have recorded this time and i have this recording also. After that i gave this recording to UMANGBHAI and he still denied after it and said i have contacted my senior( or officer) and he also give same response that i am not eligible for claim and said also that customer care have no information and guideline, they do not know anything.

Let me know what i need to do . I follow right steps to get right claim information and to register claim by calling customer care and if they are providing wrong information and they have not right information and guideline then why it is called customer care and how customers get their queries answer. I can also transfer name first and then i can claim but i understand myself to follow right way as call in customer care and then register claim.