Max Bupa — Customer Service and Service Related queries

Hi Team
I have written to raise a formal complaint against the service what I received with Navi Bupa recently.
1. I applied for a ReAssure, Health Insurance Plan on 18 November 2021 and paid 17, 678 on the same day, application number is[protected]
2. After which I had some queries which I wanted to clarify and called up your customer care
3. Now, I PAID FOR THE POLICY, I AM PAYING FOR THE CALL MADE TO THE CUSTOMER CARE ALSO BECAUSE IT IS NOT A TOLL-FREE NUMBER.
4. After all the IVR I got to talk to an agent, who inturn was not confident in what he was saying at all. The reasons what he gave me when asked give me cponfident answers
5. He said, Sir there was a disturbance in my voice, if that’s the case how did he answer my question I do not know
6. Then after asking about the same he was still not confident and sure what he was telling me so I asked him let me talk to a manager or supervisor,
7. ALL THIS IS HAPPENING AT THE COST OF MY EXPENSE BECAUSE THE LINE IS CHARGABLE FOR ME.
8. After some time he came back to me and told that everyone are busy and no one is there to talke the call and the service id is 7352903
9. I told him lot of times that I know for siure no one will come to address my query I know sure about thAT, HE PROMISED ME THAT NO SIR A SUPERVISOR WILL DEFINETLEWY ADDRESS YOUR QUERY WITH 02 HRS I AM SURE ABOUT THAT, AND AFTER TELLING HIM NUMEROUS TIOMES ALSO HE SAID NO SIR THERE WILL BE A SUPERVISOR WHO WILL DEFINELTY CALL YOU WITHIN 02 OR 01 HRS, AS HE SAID NOBODY CALLED ME
10. Ok that happened on a Saturday I waitied for the whole day nobody called me ok I called you AGAIN AT THE COST OF MY EXPENESE ON SUNDAY and AFTER THE CHARGES I GOT TO KNOW THAT YOUR TEAM WORKS ON MONDAY TO SATURDAY.
11. How can an Health Industry only work on certain timing I do not understand emergency can happen any time and there has to be somebody on the CHARGABLE LINE to address member’s query rite.
PLEASE NOTE THAT THE ABOVE INFORMATION HAPPENED ON THE RECORDED LINE
GOING FORWARD ALL THE INFORMATION HAPPENED OVER THE MOBILE, I AM NOT SURE HOW THIS CAN HAPPEN
1. I got a message from Navi Bupa stating that due to some pre existing disease I am supposed to pay RS 971.00 extra, already no response what is the point in calling you now, so I decide that I will call you on Monday, which is today November 22, 2021
2. On Sunday evening November 21, 2021 the person who assisted me to take the policy messaged me on What’s up stating they did try to reach me, I said you can call me now and she call me from her mobile to my mobile, I assume she called me to say that there is an extra amount I have to pay.
3. She told me about that and I told her everything what happened to her and told her clearly that I am not satisfied with your company due to the resolution I am getting for a query if this is the response I am getting for a query I am not sure what will happen if I call you guys on emergency
4. I was scared to be with Navi Bupa so I said I might cancel the policy, but I can give you time till Monday which is today November 22, 2021
5. She was also asking some time so that she can sort out the issue and I was also its ok mistakes do happen and I gave her the time she requested
6. Today morning November 22, 2021 someone call me from his mobile stating that he is from Navi Bupa and he is a TEAM MANAGER and name is RANJITH SINGH
7. The issue is he was on TOP OF HIS DECIBEL first of all and going on like a train, blah blah blah and going on and on
8. Some of the words and sentence what he used was
ANNUAL HEALTH CHECK UP IS A COMPLIMENTRY AND IF YOU WANT TO TAKE IT OR LEAVE IT
HE WAS ADDRESSING ME AGAIN AND AGAIN AS CUSTOMER, AM I NOT A MEMBER OF NAVI BUPA
ALWAYS INTERUPTING
TOP OF HIS VOICE
AND HE ALSO TOLD ME THAT HE WAS GOING SOMEWERE SO ON THE WAY HE THOUGHT OF ADDRESSING MY ISSUE
IS THIS THE WAY TO ADDRESS A MEMBER’S ISSUE AND WHY ARE YOU GUYS CALLING FROM YOUR MOBILE AND NOT FROM A RECORDED LINE I DID NOT UNDERSTAND THIS ALS’O I WANTED TO KNOW IS THIS A COMPANY POLICY THAT YOU CAN CALL MEMBERS THROUGH A MOBILE JUST BECAUSE YOU AND ME ARE IN INDIA
ARENT YOU SUPOPOSE TO KEEP THE MEMBER’S INFORMATION CONFIDENTIAL AND THIS IS THE WAY YOU SHARE ALL MY INFORMATION
WERE DID THE DATA PRIVACY GO, GONE IN THE WINDS?
NOW I AM EVEN MORE SCARED THAT WHAT KIND OF INFORMATION ARE SAFE WITH YOU I HAVE GIVEN MY BANKING DETAILS TO YOU GUYS TO PROCESS A MONEY TRANSFER ARE THOSE INFORMATION SAFE I DOUBT.
OK COMING TO THE TEAM MANGER, SOME HOW I STATRTED YELLING AT HIM AND MADE HIM TO CLOSE HIS MOUTH FOR 20 SECONDS THAT’S ALL I WAS ABLE TO DO BECAUSE HE WAS NOT READY TO LISTEN AT ALL.
I TOLD HIM 1. DON’T SHOUT, WHICH HE DID NOT LISTEN, 2. I TOLD HIM STOP CALLING ME AS A CUSTOMER I DO NOT LIKE THAT AND DON’T MAKE ME BEHAVE LIKE A CUSTOMER, BECAUSE I A MEMBER OF NAVI BUPA AND NOT A CUSTOMER AND CUSTOMER AND MEMBER HAS A LOT OF DIFFERENCE PLEASE UNDERSTAND THAT, AFTER ALL THIS HE DID NOT ALLOW ME TO TALK FURTHER HE INTRUPTED ME THROUGHT OUT THE CONVERSATION AND HE SAID FIRST OF ALL YOU ARE VALUABLE CUSTOMER, I SAID SORRY AND DISCONNECTED THE CALL.
IF WONDER WHAT KIND OF TEAM MANAGER HE IS AND IF HE IS THE TEAM MANGER NO WONDER YOUR CUSTOER SERVICE IS LIKE THIS WORST.
INSTEAD OF CALLING ME AND SORTING OUT THE ISSUE THAT SO CALL TEAM MANGER HAS CALLED THE PERSON WHO HAS GIVEN ME THE POLICY AND TOLD HE SOMETHING WHICH I AM NOT AWARE OF\.
NOW I CALLED THE PERSON WHO GAVE ME THE POLICY AND SHE WAS LIKE SORRY SIR THIS THAT AND ALL I TOLD HER WHAT ALL HAPPENED AND ALSO TOLD HER I AM DISAPPOINTED WITH THE SERVICE WHICH I GOT AND I AM GOING TO CANCEL THE POLICY.

PLEASE GIVE ME A SOUTION TO THIS PROBLEM OR I HAVE NO OTHER OPTION TO CANCEL MY POLICY, I AM ALSO AFRAID THAT NAVI BUPA WILL COME WITH 1000 OTHER REASONS FOR CANCELLATION ALSO AND TO GIVE MY MONEY BACK SO I WANT TO CANCEL THIS IMMEDIATELY AND CANT GIVE YOU MORE TIME BECAUSE OF THE BEAUTIFUL SERVICE WHAT I GET.
SO KINDLY RESPOND BACK TO ME BY TODAY NOVEMBER 22 2021 ITSELF