[Resolved]  Royal Sundaram General Insurance — company not able to trace car insurance policy for more than 2 weeks

Address:	Chennai, Tamil Nadu
Website:	www.royalsundaram.in

Dear consumers and consumer complaints representatives,

I have car insurance policy with royal sundaram general insurance for the last two years. I switched my insurance from tata aig to rsgi in 2016. Below are the details of the policy i renewed on 9th april 2017 (I have excluded car registration details for identity/privacy concerns)

Policy number vpb[protected]
Product name motor private car insurance
Policy inception date 18-apr-2017
Policy expiry date 17-apr-2018
Total premium (Inclusive of
Service tax & education
Cess/swachh bharat cess) (Rs)
5136/- renewed on 9th april through credit card.

As i tried to renew the policy in last week of march, rsgi website didn't recognize my policy. I called customer service on 30th of march 2018 mentioning my issue with policy renewal and asked help. I was shocked to hear that my policy was not renewed and they were not able to trace my premium paid details. Then i sent the payment details and online confirmation of renewal on 9th april 2017. On 30th march 2018, i wrote an e-mail to rsgil customer service (Customer. [protected]@royalsundaram.in) providing the policy renewal confirmation document that was generated by rsgi and the credit card payment details. Rsgi replied back saying they would get back within 7 days. However, i haven't got proper response from them other than general response saying "it is still being investigated by back end team". I have made 3 calls and rsgi has been very vague and non-committal. When i called them on 7th apr representative informed that they would respond by 9th apr and they didn't. When i called on 13th apr morning, representative mentioned they would get back by end of the day and they did not. When i called yesterday 14th apr, they are telling they would get back by 14th. I asked for written response and commitments, they have not responded.

I need to renew policy and it is impacting my ability to renew/buy a new policy it considering i need to know the status of current policy. Company has been very insensitive to the my concern. What if i had to make a claim instead of renewal? I am concerned on the their system of records, processes and abilities to honor claims and help paid customers during distress (That is why buy insurance).

Sincerely