Dear All,


This is to inform you that M/S. ICICI LOMBARD has disagreed to pay a claim even though furnishing them a similar case judgement made by Honorable Insurance Ombudsman, This claim is regarding a vehicle in which CNG kit is fitted and not endorsed in the R.C and Insurance.
The kind of unethical practices and the degree of harassment done to me is clearly evident by the trailing mail between me and Mr Amitabh Jain Head Motor claims ICICI LOMBARD GIC.


Please go through it, i believe it's quiet long but very useful to those people who are making up their mind to opt for ICICI LOMBARD as their insurance partner in near future and also to those who have not experienced a claim settlement with them. I have provided them a verdict copy from insurance ombudsman in which it is clearly mentioned that this claim is payable even though they have sent me a repudiation letter for the same, it seems that they even don't respect the judgement of our honorable judges and overrule them and harasses ordinary human beings like me and you.




Dear Mr Amitabh,

Kindly treat this mail as a formal complaint about the poor services rendered by your company on various occasions in the past, all my earlier complaints have fallen on deaf ears and I’m left with no recourse but to lodge a formal complaint with you. I’m disappointed because your service has not performed as it should, let me share you the whole scenario. On 25/10/11 my friend was driving my car and unfortunately met with an accident due to which it sustained bodily damages on right hand side. The claim was registered with your call centre and accordingly Mr Rajeev Gautam (CSM) was appointed for assessing my claim.

He attended the claim on the very next day and declined it on the spot because the vehicle rc and insurance documents doesn’t have the CNG endorsed in it. The
same was not apprised to me and neither there was any signature, written consent or reason for declining the claim was on the estimate which was provided to him by the workshop. With this kind of attitude which clearly contradicts the assertion statements published on the ICICI LOMABARD GIC website for pages like (know more about the claim process after registering the claim) may cause loosing the company’s brand image in longer term. Moreover when I managed to contact Mr Gautam who then refused me to provide any written consent and handed over the phone to his manager Mr Amit Sharma who just passed the buck and told me that the company is not interested for giving this claim and I will get the repudiation letter within 15 days from the date of survey in spite of giving him the reference of a verdict from insurance ombudsman which states that the cng does not plays any role in the bodily damages sustained on the vehicle and hence the claim arises on the outer body of the vehicle is payable. At that time I persuaded him that if he needs the copy of the verdict I can send him but he was as stubborn as a mule.
After 15 days I enquired the same thing with your call center and got a quite shocking and painful reply of resolving this issue within next 12 working days which was further guaranteed by a system generated email with a complaint id 1110201114. After one week I got a call from Reshma Hyderabad branch, who introduced herself from complaint resolution dept and told me that Mr Rajeev Gautam is agreed to pay you half of the claim which I refused to accept then and there and asked her to discuss the matter with their legal department, the discussion mutually concluded to have a con call with the concerned authorities next day, but till date nobody has turned up. At last I called up Reshma at her office landline and asked about the status of my claim which she replied is in progress and will get back to me soon.
Now after 30 days, completely out of the blue, a person who is not in the company, who is empanelled as a surveyor for your company called me and asked me to withdraw my complaint and move back as my claim is now being assigned to him. By this episode I’m amazed that how much dirty politics is going on right under your nose. If the claim is not payable than why Mr Gautam and team is so terrified that now they are willing to pay half of the claim and approaching me by different routes and channels which are unethical and deceitful. The money spend on the policy premium to get my car insured and towards the repair of the vehicle which I was supposed to get from the insurance is a hard earned money of which I need a justification in writing. Your entire department has adopted an OSTRICH STRATEGY which will only make matters worse-its the time when you got to find a solution.

Let me know,in case you need the verdict copy from the Honorable Insurance Ombudsman Shri S.P Singh in which it is clearly mentioned that the claim is payable.
Looking forward to receive an explanation and resolution to this matter soon.

Regards

Manoj Negi

09999995672







On Thu, Nov 3, 2011 at 7:07 PM, Amitabh Jain <amitabh.jain@icicilombard.com> wrote:
Dear Mr. Manoj,

After reviewing the claim, which was intimated on 4th Oct’11, we understand the survey happened immediately and after checking the documents we found that the endorsement for Bi-fuel kit was not done in the registration certificate or in the Policy document copy. This is in violation of policy terms & conditions.

Even then we offered a substandard settlement at 75% of the total claim amount which was refused by you. Your registration to our call center dated 11th Oct’11 was addressed & updated for the substandard settlement further refused by you.

We tried & approached you for the settlement & in absence of any revert, the claims file was sent to the head office by our Delhi office for further processing. As per process, communication on this from the corporate office will be sent to you in the next 3 days.

We assure you of our best services.

Thanking you.

Regards,
Amitabh




From: Amitabh Jain /CS/ICICILOMBARD/PRBD
Sent: Thursday, November 03, 2011 1:26 PM
To: 'Manoj Negi'


Cc: Neelesh Garg /CPT/ICICILOMBARD/PRBD; Alok Agarwal /CSG/ICICILOMBARD/PRBD; Bhargav Dasgupta /MD/ICICILOMBARD/PRBD
Subject: RE: complaint against unethical practices

Dear Mr. Manoj,
Thanks for your mail. I am looking into the matter and shall get back to you at the earliest.

Regards,
Amitabh
From: Manoj Negi [mailto:manoj.skoda@gmail.com]
Sent: Thursday, November 03, 2011 12:55 PM
To: Amitabh Jain /CS/ICICILOMBARD/PRBD
Cc: Neelesh Garg /CPT/ICICILOMBARD/PRBD; Alok Agarwal /CSG/ICICILOMBARD/PRBD; Bhargav Dasgupta /MD/ICICILOMBARD/PRBD
Subject: complaint against unethical practices



Dear All,

Kind attention Mr.Amitabh Jain,


Thank you for your prompt reply, however 6 days are already passed and i haven't got any consent letter from your head office. Further to the discussion i agree that your claims manager offered me a substandard settlement on a 50% basis not a 75% which i declined and the same is also mentioned in my previous mail. The reason of my disappointment at this point is not the rejection of the claim but the unethical approach of your company in setteling the claims.
Previously your csm attends my claim and refuses it straight away, then your claims manager get involved in it and all of a sudden he agrees to pay 50% of the claim as on substandard basis. And now you are coming with a new substandard proposition which adds 25% more to what i was offered earlier by your manager. In my opinion all this eventually effecting your company's brand image. If ICICI Lombard agree to pay 75% of the claim than why they are not willing to pay the full claim on the spot itself. In this manner i should have approached to Ms.Chandra .D. Kochar to get rest of the 25% of the claim as it seems the only inevitable conclusion from my past experience with the company that as the level of escalation rise the payable claim amount also rises.
If you read my preavious mail carefully i have already mentioned that i have a verdict on the same from the insurance ombudsman which clearly states that if a cng fitted vehicle in which CNG is not endoresed in either of the documents (i.e R.C and Insurance) sustains bodily damages which are not caused by merely fitting a cng kit on the vehicle then the claim is payable.

Moreover your company pressurizes a third person who is not in your company, who is just an independent surveyor (Mr.Shrikant), approaches me to withdraw my complaint from your call center and suggest me to keep calm and not to write mails to anyone. Is this is the way you get your claims settled by third party interferences and pressurize the customer that not to take any further actions against these unethical practices. If i am wrong than why your company is so terrified and sending someone to me like this?? ALSO i would like to bring in your kind notice that i Manoj Negi now treating these practises by ICICI LOMBARD as harresment, Immotional Blackmail and Threat to me for your Useful gain, these practices are provoking me for lodging an FIR and a Legal procedures. Please answer me that why after a month your company is ready to pay 75% of the claim by the time when your customer is already get traumatized by your company's uncooperative and deceitful behavior.

I can let bygones be bygones but for that I need a written clarifications on these matters and if i didn't get it, i will not hesitate to get my answers from your MD Ms.Chandra.D.Kochar.

Enclosed are the verdict copy from the Honorable Ombudsman Shri S.P Singh in which it is clearly mentioned that the claim is payable.

regards
Manoj Negi
14/838 Lodhi Colony
New Delhi-03
9999995672