Raksha Health Insurance Tpa Pvt. Ltd — unsatisfactory customer care/response for insurance policy.

Website:

www.rakshatpa.com

My mother has an "the oriental insurance co. Ltd." insurance with policy number "252900/48/2019/2362". This insurance is managed by "raksha health insurance tpa pvt. Ltd.".

Recently my mother suffered with breastcancer and had to go under masectomy surgery on 3rd july. By gods grace she was diagnosed with stage-1 cancer and required further test "endopredict" to be done to determine further treatment. The cost of test is rs. 2, 20, 000.
As per the doctor and company doing the test, this test is reimbursable under "chemotherapy" category.

For the same, i tried to reach out to "raksha health insurance tpa pvt. Ltd." to determine whether the test would be covered under their policy or not.
This was urgently required as the amount of test was not small and had impacted us financially.

For the same, i tried to contact the helpline number given on their site "https://www.rakshatpa.com/" on "21st july". I kept calling on all the numbers present on the site for multiple times throughout the week. Following was the ordeal i faced:
1) in every call, i waited for ~10 minutes for my number to come. Then when my number came, i waited for another ~5 min for "the agent who was never available". And finally pressed "3" for getting a call back which i never received.

This is something i would never expect from a company who is in insurance business. How would a person in emergency contact them?

2) after giving up hopes on getting help via helpline number, i mailed them with my concerns on "july 24th". When i did not receive any reply for next 2 days, i sent another mail on "july 26th". I finally got an email from them on "july 29th" which did not answer my concerns but was rather generic in nature.
Then i received another email on "aug 1" asking for prescription. I thought finally someone is going to look into my issue and hence shared the required documents on same day itself. But to my surprise, i never received any response from them even after sending 2 reminders to them.

I think this company is fraud and do not have enough resources to run an insurance business. We have been customer of this insurance since couple of years and have paid multiple premiums. We hope them to serve their customers in difficult times which this company has clearly failed to do.

I would like to get strict action against this company so that other people are not fooled by their tactics and lose hard earned money which they could have invested in other insurance companies.