Policy Bazaar — poor service and communication for a request to change in policy

Address: Plot No.119, Sector - 44, Gurgaon, Haryana – 122001 Call at: 0124-4218302

Website: www.policybazaar.com

I am writing to formally express my dissatisfaction with the service I received not only from Policy Bazaar (PB) but also from Max Life (ML) Insurance regarding my request to increase the sum assured for my ML Term insurance policy of Rs1 Cr, which I initiated all the way back in Aug 2023.

At that time in Aug, I was told that the changes can only happen during the anniversary period i.e Feb/March so this year in Feb around 20th, I raised a request for the same & at that time, Mr. Arun Kumar from PB contacted me, instructing me to raise a request directly with Max Life, providing the necessary contact details. He had also requested for documents regarding health declaration, covid etc which I also provided promptly.

As instructed I contacted Max Life as well. From ML, Mr. Manmohan Soti got in touch with me and advised that a medical checkup was required, which he would arrange. On March 12th, I received an email confirming the scheduling of my medical checkup. But despite my availability and readiness for the checkup in entire month of March, I was never contacted further regarding this appointment. During this period, I also informed PB about the status, but no follow-up occurred.

Now In May, PB reps cared to call me asking for the status. I got a call from Ms Muskan Shukla to whom I explaining the entire situation and eventually was asked to raise another request instead. Subsequently, on the new request Mr. Nitesh, from PB, called me and informed me that it was now too late to make any changes and suggested purchasing a new policy, which is neither a feasible nor a satisfactory solution.

This entire process has been unnecessarily complex and poorly managed, leading to a failure to address my simple request. The role of PolicyBazaar, as a third-party facilitator, was to streamline communication and processes with Max Life, which did not happen. Instead, I faced repeated delays and lack of coordination, ultimately resulting in the failure of my request. On top of this PolicyBazaar reps are making it look like as if Its my fault for not being available even though for entirety of Feb and March I was available but did not receive a single msg or email for the medical checkup OR any further step required.

In all of this, the experience has been very dissatisfactory from both PolicyBazaar and MaxLife side. None of the reps even bothered to communicate directly with each other asking whether the medical of our customer has ever been completed or whats the hold-up. Only now they bothered cause my request was still open, which has now been closed without any proper solution, and since old policy cant be changed theres a chance to peddle another policy from scratch.

I know that expecting anything to change now is futile since the change period is long gone and my medical never happened, but I was expecting Policy Bazaar's support teams to atleast communicate on my behalf especially for request like these otherwise whats the point of having third party? But I also suspect next year as well when I will try to do the whole process again, I would most likely be entrapped in this process which takes weeks just to schedule a simple medical let alone change in my policy.