Zoomcar — Car stuck in garage 13 weeks, insurance claim ZM00006695 undecided, damage fee charged despite trip photos

Booking ID: JPSNZHH3D

On 2 July 2026, while I was returning the Zoomcar to the host, a dog suddenly ran onto the road. I swerved to avoid it and the car hit an electricity pole. I informed Zoomcar the same day (ticket 2811331) and submitted the electricity board NOC, a police-stamped application and photos of the pole, as Zoomcar asked.

At the start of the trip I uploaded front, back, left and right photos of the car in the app, and my documents were cleared. Even so, Zoomcar later told the host that no photos were on record and charged me a Vehicle Damage Fee of Rs 2, 999, on top of the Damage Protection Fee of Rs 436 I paid with the booking.

The car has now been in the garage for about 13 weeks, since 2 July 2026. The repair bill of about Rs 18, 000 is still unpaid because the insurance claim with Universal Sompo (claim ZM[protected] has not been settled. Universal Sompo only sent an SMS saying the claim is "not falling within purview of policy terms and conditions" and that it was "just a status update", with no reasoned decision. Zoomcar has not pushed the claim to a conclusion, and tickets 2811331, 2811336 and 2842880 have not resolved anything.

I have already filed a National Consumer Helpline grievance (docket[protected] and an IRDAI Bima Bharosa complaint against Universal Sompo[protected].

I am asking Zoomcar to:
1. Follow up with Universal Sompo and get claim ZM00006695 decided and settled, so the Rs 18, 000 repair is paid and the car is released.
2. Explain in writing why the Damage Protection cover I paid for did not apply, and share the record of the trip-start photos I uploaded.
3. Compensate for the loss o[censored]se of the vehicle since 2 July 2026.

Please respond on this forum.