United India Insurance Company [UIIC] — Complaint Regarding Unfair Rejection of Genuine Motor Insurance Claim

Address: Sriganganagar

I am filing this complaint regarding the unfair handling and rejection of my motor insurance claim by United India Insurance.

My motorcycle met with an accident when a dog suddenly came in front of my bike, causing me to lose control and the motorcycle to skid. I clearly mentioned the actual cause of the accident in my claim form. The damage sustained by my motorcycle is genuine and resulted from this accident.

When the surveyor contacted me, I was at my workplace. I did not refuse the inspection. I only requested that a mutually convenient time be scheduled so that the inspection could be carried out without affecting my office responsibilities. I even contacted the surveyor again and requested him to ask me about the accident and fix another suitable time for inspection. However, no alternative inspection was arranged.

Despite this, the surveyor submitted a report stating that the damage was **"not correlated with the reported cause of loss"** and treated the damage as non-genuine. I fail to understand on what technical or objective basis this conclusion was reached.

The photographs of my motorcycle clearly show that the damage is concentrated on one side of the vehicle, which is consistent with a skid-type accident. The scratches, dents, and damaged parts are in line with the accident reported in my claim form. However, neither the surveyor nor the insurance company has explained what technical observations, policy provisions, or assessment guidelines were relied upon to conclude that the damage did not match the reported accident.

I personally visited the United India Insurance office several times to understand the reason for the rejection. Every time, I was simply informed that the claim had been rejected based on the surveyor's report. No officer was able to provide a clear technical or policy-based explanation for the decision.

I am deeply disappointed with the overall handling of my claim and my experience with United India Insurance. As a genuine policyholder, I expected a fair, transparent, and customer-oriented claim assessment. Instead, I was repeatedly informed that my claim had been rejected based solely on the surveyor's report, without being provided with a clear technical or policy-based explanation despite my repeated queries. I also found the attitude and approach of the office staff to be unhelpful, as my concerns were not given due consideration and I was left without any meaningful clarification. I would also like to mention that I reached the office at around 10:00 AM, but even though there was no other customer or queue, I had to wait for about 30 to 45 minutes because the staff members do not seem to follow fixed timings. Although the office timing is 10:00 AM, they usually arrive only around 10:30 AM or 10:45 AM. This experience has significantly reduced my confidence in the claim handling process and the level of customer service provided.

My concern is not to make allegations against any individual. My concern is that my genuine insurance claim has been rejected without any transparent or reasoned justification. Every road accident is different, and the extent of damage depends on factors such as speed, road conditions, angle of impact, braking, and the way a vehicle skids. The absence of severe damage or major bodily injury cannot, by itself, establish that an accident was not genuine.

Because of this decision, my motorcycle remained at the workshop for several days, causing significant inconvenience in travelling to my workplace and managing my daily routine.

I believe my claim has not been assessed fairly and objectively. The rejection appears to have been based solely on the surveyor's opinion without providing any clear technical evidence or policy-based justification to support the conclusion.