Maruti Insurance — Accidental repair at Jeewan Motors Bhopal

My car was picked-up by Jeewan Motors, Govindpura, Bhopal (M.P.) on 7th August 2021 for repairs due to accidental damage. The Insurance is by Maruti Brokerage Insurance under National Insurance.

Following are the details of my Vehicle:

Owner Name: Saurabh Kekre
Vehicle No.: MH43 X 4190
Mobile Number: [protected]

Following are my concerns:

1. Today is the 10th day with no conclusion of my insurance claim. The vehicle repairs have still not started. The excuse given is the decision pending at Insurance company's end. Should I take Insurance from Maruti ever in future?

2. The damage to my Vehicle are very limited but as per Maruti dealer, its a major repair hence Insurance Company is taking time. One can easily make-out, it is a limited damage as the accident was not any major.

3. The estimate is still floating and unsure. If the Vehicle is with your service center, why can't a certain estimate be made? 5-10% variance is well understood. The dealer is only threatening me that expenses on my part can go very high. If the vehicle is with you, why can't you make a certain estimate?

4. I don't belong to the city (Bhopal) where the vehicle is submitted for repairs. How long can I wait here with no clear timelines. If it was my city, I could have waited patiently but I belong to Mumbai.

5. The Team Involved at both from Dealer's and Maruti's end are extremely unprofessional and careless to help define clear timelines.

6. When I am following up, the GM at Jeewan Motors is suggesting me to take the damaged Vehicle somewhere else if I can't wait. Does it take 10 days to start repairs? Is that Maruti's way of dealing with a Customer in trouble? It is obvious that there is a cost involved in moving a damaged vehicle hence the Customer is at dealer's mercy. You should not take undue advantage of the compelling situation.

Please help to get an early resolution of my case. The overall experience at Jeewan Motors is reflecting extremely bad on Brand Maruti. I am your loyal Customer for last 11 years and all the Vehicles in my family are Maruti Vehicles. I have always serviced my vehicle at Maruti Authorized Service Centers and did Maruti Insurance. This is my only worst experience in last 11 years because of an unprofessional dealer Jeewan Motors and Maruti Team at Bhopal.

The approach of the Teams involved so far is extreamly casual. The objective should not be to test a customer's patience but to extend a timely help.

The test of real quality of services is when you need it the most. I am preserving this experience as reference for my future relationship with Maruti for my next vehicle and insurance purchase.