Maruti Insurance — Insurance Policy not reached me after acceptance and confirmation from Maruthi Insurance and confirmation from dealer Pratham Motors

Dear Sir/Madam I have insured my car with Maruthi Insurance from 2003 from the time I first bought my car from the Pratham Showroom. My car Maruthi 800 AC KA03 MB 6106. I have made all my payments regularly in time before the expiry of my insurance due date to renew my insurance from Maruthi insurance for over a decade now. I have not met with any major accident nor made any major claim on my car or damage to any vehicle or injured myself or anyone. I only made one claim when a stone was thrown on one of the windows of my car glass and it had to be replaced. I was very disappointed this year regarding my insurance when I approached Pratham Motors, Bangalore who has been regularly dealing with both the Insurance and Servicing of my car.. I did not get a proper reception from them and I was attended by one of the representatives who usually comes every year to collect my cheque and hands over my policy after calling Pratham and requesting them. Mr kumar attended to me on 28th of March 2015 gave me a clear picture of all particulars of the insurance after discussing with him except when I asked him to also insure the occupants of my car he mentioned that there are five occupants that I have to insure for. I agreed for it and he also mentioned that it Rs 50/- for each person for one lakh. He charged me Rs 2250 for my vehicle insurance of Rs 50, 000/- and added another Rs 250 for insuring five occupants of my car amounting to Rs 2500/- for which I handed over a cheque for Rs 2500/- in favour of Pratham Motors for my insurance renewal with Maruthi Insurance for the year 2015 (expiring March 31st 2015 Midnight) on 28th March 2015. I got a call from Maruthi Insurance regarding details of my insurance and when I mentioned that I requested the occupants of my car to be insured too for which I paid a sum of Rs 250/- extra for five occupants the representative from Maruthi Insurance mentioned that my car is a four occupant capacity and not five. I mentioned to her that then make it four, I did not request for five the Pratham representative Kumar mentioned five and so I insured for five. Then the Maruthi representative mentioned he would call me back. I got a confirmatory call again that my insurance is accepted and the occupants are four and not five and the cost is Rs 200 and not Rs 250/. I also got a call from Mr Naveen from Pratham motors Manager Insuance divison that my occupants are four and not five. I told him that Mr Kumar made that mistake and to rectify it to four. I got a final call from Maruthi Insurance team on 31st March again re-confirming my insurance and it is accepted and it is ready for issuance from Dealer which should reach me. I had been patiently waiting for my insurance Policy to reach me for over a week. Since it was Good Friday and a sunday that followed I hoped my policy would reach me thereafter. I contacted Pratham motors and they mentioned it should reach me. I got desperate after the 10th of April and it looked at an interim acknowledgment form Pratham which was handed over to me by Kumar and got his number. He too was confident about my policy and was surprised I did not receive my policy yet. He was the one who used to take my cheque every year and hand over my policy personally or checks that the courier reaches me in the past. .Mr kumar mentoned to me on the 13th of April that my policy would reach me on the 15th April at my work place which he would hand over personally. I was on leave on the 14th of April being a public holiday. I was confident that Maruthi representative called me confirming my policy on 31st March, Mr kumar took my cheque in advance on 28th March before the expiry of my Policy on the 31st March gave me an ackowledgement of receipt of my cheque and acceptance of my terms and conditions and my policy and I had the amount deducted from my bank account where the cheque was given for the purpose. To my utter shock I received a call from Pratham on the 14th of April over thirty to thirty five calls asking me to take a Policy with a fresh date and they wanted to take photographs of my car without a proper explanation. They mentioned to me blaming me that I asked for five occupants instead of four which was not true as I only asked for the occupants not the number and they mentioned to me that Maruthi has rejected your insurance. I was shocked and could not believe them, since I got a confirmatory call of 31st March 2015 and also thereafter a confirmatory message on 31st March 2015 at 7.19 53 sec pm that my policy is sucessfully verified and has been sent for issuance. Your will get the same shortly from your dealer Maruthi Insurance. Pratham was trying to cover their mistake by blaming me and Maruthi insurance for not issuing my policy. I was not clear as to what had happened. I refused to let them give me a policy with a lapse in date, with no clear idea or explanation as to what had happened to my policy after being confirmed by Maruthi's registered insurer and getting a confirmatory message from them and call and having made my payment well in advance and having the same deducated from my account in favour of Pratham Motors fro Rs 2500/- Pratham.s General Manager Mr Shivraj mentioned he is not responsible for the insurance mistake which has happened at their back office as he is only responsible for service of the cars. The Insurance Manager was on leave and the staff were forcing me to renew my policy verbally with no written explanation or mail. After mentioning that I will be approaching Maruthi Insurance and IRDA for this lapse and for being a defaulter for no fault of mine with no clear explanation as to what had happened. . I am unable to use my car and I have to spend a lot of money on alternative transport. I received a lot of mails back and forth from Pratham Motors blaming me and maruthi until finally I got a message from them yesterday from Pratham Motors owning up to their mistake that due to human error from them they could not get my policy renewed. I had trusted and believed in Pratham Motors and Mr Kumar who had renewed my policy for many years but unfortunately this year they messed up with my policy. They mention to me that I will be still eligible for my no claim bonus, surcharge, etc will not reflect in my policy at present nor in the future. Kindly let me know the details and how to proceed. I am not able to understand nor do I have the confidence any more whether Pratham Motors is doing the right thing for me after defaulted with my policy. I have not done anything wrong from my side and I had been prompt and regular with my payment and renewals. If Maruthi Insurance could look into the matter at the earliest so that I am able to use my car and advice me as to how to proceed, if a consideration can be given to prevent a lapse in my policy by dating it from the time of expiry instead of a fresh date. Also that I get all my benefits including my no claim bonus and no surcharge or penalty on my present or future policies and I eligible for my claim immediately after renewal. Eagerly waiting to hear from you Sincerely Dr Lucy Nora 21st April 2015