| Address: 600100 |
| Website: www.consumercomplaints.in |
Hi Sir,
Recently, Reliance general insurance company have rejected the insurance claim ([protected]), they are conveyed to us for two reason. That is,
1. The claim registered after 103 days of the loss.
2. The time of accident 14 persons were seated inside the vehicle.
I don't accept your both the reason, because insurer heavily insured(head injury) in the accident and he is admitted in hospital, 15 days he is in choma stage. I don't know they expect to register the claim within 7 days of the accident. We have submitted all the proof(Not a single time, multiple time submitted, to Surveyor, investigator(People who is investigated this[Two people investigate])) and documents for this. After submitting all the proof, Reliance general insurance company rejected the claim.
The second reason is, 14 persons were seated inside the vehicle. This totally unfair, two peoples from reliance directly came to home and investigated this case, and taking all the persons travelled in the vehicle . And also we have submitted the FIR copy, in that also they have mentioned the travelled persons list. Single family went to the temple, and met with accident while return to the home. At that time of accident only have 7 Adults and 3 childs only travelled, all the childs are under the age of 5 years only(elder child age is 5 remaining child are less than that). I don't know, how these peoples are counted the passenger. If these(Reliance general insurance company) people counted the recent birth baby as adult, then also the total is 10. But their reason is 14 persons were seated inside the vehicle. I don't know, how this is happened. And also two persons directly came to home and investigated the case, and taking all the passenger photos. I don't know then what purpose they are taking those photos. If they are investigated using photo means, in photo itself they can identified, who is child.
Apart from this, i have lot more other questions about Reliance general insurance company services and the Surveyor(Gangatharan) who is handled this case. Here i have summarized few things which we faced.
Initially the claim registerred on OCT-27(10/27/15). At that time of registration i have explained all the details to executive, if the 103 days delay is not eligible means why they are taking the claim registration?. From that point of time itself they can reject it right?. If they are rejected my claim at that point of time means we can save lot of time and money as well. Because my car parked there more than 4 months now with the parking charge 300/day.
At the same day(10/27/15) assigned Gangatharan as a surveyor. And we have submitted all the necessary documents to the gangatharan on OCT-29(10/29/15) itself. Atleast he can verified the documents, and can reject the case. But he is accepted and collect all the documents. After that only our headache started, the response from gangatharan is very very worst. He did not give any proper answer, suddenly disconnect the phone while talking.
After three days, we are called the gangatharan and ask, whether he is investigate the vehicle or not. At that time, he says "yes, investigated the vehicle and taking the photos and sended to mumbai. i will update once they are updated to me.", likewise he told. So, we have some hope and did not disturbed him.
But After two weeks we are received the socking call from the carriage(where we are park my car), they told no once investigate the vehicle, ask your surveyor to proceed the case otherwise just take your car from here, likewise they told. We are asking some excuse from them and called gangatharan again. Now he told tomorrow i will take the photo and send the same to mumbai. I don't know how he can behave like this. because two weeks before itself he told the car investigated and the photo send to mumbai. But up to this point of time he did not do any work regarding this case.
After this incident priotically try to get the status from the reliance customer care(using tollfree number). While calling on NOV-18(11/18/15), they told still the documents are not submitted, hence this claim process is in pending state to proceed further submit all the documents, likewise the customer service executive told. But myself submitted all the documents on OCT-29th itself to gangatharan. I dont know why he is not updated the same.
At the same day called the gangatharan and he told "I received the call from mumbai, regarding this case. they told, you want to submit the apology letter for this delay. So only i can proceed further" like wise he told. I don't know at what extent this is true. Ok, i will take him statement is true, then why he did not intimated to me?. From our end only call him, after that only he told this. But at that point of time, we don't have any other option. We have send the same through the mail on same day, i.e NOV-18th.
After three days, we called the gangatharan again and asked the status of our claim, he told like our insurance claim was cancelled. So, i asked the reason, he simply told "the claim cancelled from mumbai, they send the letter to me. I did not check the letter. Now i am in outside, once reaching the office will check and update you" likewise he told[From his statement, he did not open the letter, but he surely know the claim was cancelled. I don't know how?]. To confirm the same i have called the customer care and check the status, but they told the claim is in progress only, need to submit some documents to proceed further.
So, after some time called the gangatharan again and asked to send the claim cancellation letter to my mail id. He is accepted and promised me to send the same on tomorrow. But days passed, he did not send any thing to my mailID. Myself also daily call him and asking the letter, but he is not ready to provide the same to me. 10 days passed like this manner. Most of the time he did not pick up my call, if i am calling from my mobile.
But, after more than 10 days he is asking the "proof of driver injury and passenger details(name, age, profession, etc., )" from us[I have attach the proof with this mail]. He only told the claim was cancelled before 10 days, then why he is asking again the proof of documents instead of sending the cancellation letter?.
At this point in time, i asked my brother to send all the requied documents to him. He is send the same through the Querier services on DEC-1 to gangatharan. At the same time myself send the reminder mail to gangatharan, but we did not receive any acknowledgement from him for that mail(He did not acknowledge like received or not).
After a week(that is DEC-7th[12/7/15]), we called gangatharan and asked whether he is receive the requied documents or not, he simply told "myself did not receive any documents". We are very frustrated, because from our end send the documents and also send the reminder mail. If he did not receive the documents means he can inform to us right?. But i am sure he is receive the documents, because Querier status says successfully delivered the property.
After this incident, i asked my brother to directly submit the documents in madurai office. He went on DEC-8th and gave the documents to directly to gangatharan.
After a week one person came to the home for further investication, and investigated, taking photos for all the passenger, collecting all the requied documnets from us. Another 4 days later(that is DEC-22nd) one more person came to home for investigation, he is also investigated and collect all the requied documnets. He also told all the documents are correct only, so there is no problem with claim likewise he told.
But, After two weeks from the investigation we are received the call again from carriage. They told insurance claim getting cancelled, you just take your car from here. But we did not receive any mails or postal from the insurance company and also we did not receive any calls or messages from the gangatharan or the insurance company. So, to confirm the same we are call the customer care and ask the status, they told still the claim is in progress not cancelled. And we are call back the carriage and update what we are heard from customer executive. Further investigate to carriage guys, they told gangatharan only told them the claim got cancelled. Why he is act like this? Ok, if the claim was cancelled means, why he is not intimated to us?. Why he is ask the carrage guys to call us and take car from carrage?.
After 4 days(JAN-12 [01/12/2016]) we are received the call again from the carrage, and they told again the claim was cancelled, take your car from carrage. Now again we are call the customer service and ask the status, now they told yes, the claim was cancelled, if you want more details contact gangatharan. As per customer executive statement, we are call the gangatharan and asked the details, he simply told your claim got cancelled before one month. Myself asked him, then why your people not intimated to us?. He cant able to give me a proper answer and told me to call at evening. One thing i want remain at this time, he told the claim was rejected before a month, but we are receive the investication before two weeks only. I dont know what happened around the reliance insurance guys, but i want to know the reason, why they did not intimated me regarding the claim cancellation?.
Myself did not called him on evening as per him request, because i know he did not pick up my phone if i am calling( Because myself experienced lot of time). So called him again on next day and asked him for cancellation proof, that is if he is sending the letter already means, give me which mailID or which address you are sending. Now again he told we did not send the letter to you, we are hold the letter, need wait for the further status until JAN-19th. My question is previously he only told the claim was cancelled, before a month then what purpose you have to hold the letter instead of giving to me?. Any reason?.
So, Again i called the customer care services on JAN-20th to check the status, they told your claim is in progress, gangatharan need to submit the documents like check leaf and original repair bill, then only we can proceed further. I called the gangatharan after disconnecting the call from customer executive, he told like " yesterday myself receive the letter from mumbai to me regarding this, but myself did not see the report, i will see and call to you at evening". Like wise he told and suddenly disconnect the call. But we did not receive any calls from him upto 8'o clock. So we are call again at 8PM, now again he says the claim cancelled and i will send the cancellation letter to you through mail within 10 to 15 mins.
But this time as per him statement, he is mailed the soft copy of the letter. While checking the letter i am socked, the letter dated on NOV-27(27/11/2015)[for proof i have attached the image and letter as well here]. Before few hours only he says, now only myself received the letter from mumbai, but the letter dated on NOV-27th. How this is happened? Why he is behave like this?.
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Reliance General Insurance customer support has been notified about the posted complaint.
Mar 16, 2016
Updated by Ram994444 I have send the above details to the RGICL Grievances department, but no action from their end. They are also say like " we are stand at the previous decision, but they not ready to told me why they are stand at their old decision?". I have send the mail with questions to RGICL Grievances department, but still myself did not receive any response from them. My questions are?
1. From the documents which is myself received from gangatharan, the date is mentioned like November 27th itself the claim was cancelled. but gangatharan ask some more details on November 29th[I already attached him mail]. Why he is asking those information after canceling the claim? Any purpose on this?. Finally, Even Jan-13 also he told, we need to wait until the JAN-19 for further update. What is the reason for this?
2. November 27th, 2015 itself claim cancelled, but he did not intimate us up to January 20th 2016, even he did not inform to us while we are calling also.
3. You told the claim registered after 103 days, if its not accepted means, why your people registered my claim request after 103 days?. I think the insured person met with accident means we can register up to within one year.
4. I already told inside the vehicle only 10 people seated[7 adults, 3 child]. But in your documents, you have mentioned 14 people seated( As per your statement, You told more people seated inside the vehicle, than just provide me the list of people to me )]. I want to know what proof you have for this?
5. December end only investigation happened, then how they rejected on November itself.
6. While checking with your support executive, they simply told always the claim is in progress. what is the reason for that?
7. Gangatharan also did not give any proper answer for our questions, he changed him status for every hours. What is the explanation for that?
8. While myself calling to gangatharan on JAN-13, he told need to wait until JAN-19. Why he told like this?
I expect some help from here
Thank you.
Inconvenience caused is highly regretted kindly allow us some time one of our representatives will revert back with an update soon.
Regards,
Reliance General Insurance