[Resolved]  Icici Lombard — Poor Customer Service

Subject: Claim No. - BLC-08-08-CN-L26117 for Health Insurance Policy
Reference: Policy Number 4034/ RIS/ W-182637/ 00/ 000

I sent my claim papers on August 19, 2008 and since then I have been struggling to get response from TTK. I have never seen such unprofessional and careless Customer Service. I am fed up with dealing with TTK.
I wish I would have drained my money in sewer, rather than buying policy from ICICI Lombard. I trusted ICICI’s and Lombard’s name/ reputation and was deceived. I was robbed and cheated.

Is there any hope left at all that the case will be closed and I will get re-imbursement?

Below are the events in chronological order:

August 19, 2008: Claim papers sent to TTK.

September 02, 2008: TTK sends an email to my mobile saying “Your claim no. BLC-08-08-CN-L26117 is pending due to shortfall of documents. Detailed letter dated 2 September, 2008 has been sent ……. “ . The letter was never received. I followed up with an email on September 11, 2008 and with a letter on September 14, 2008 – No response. As of today, I have never received the letter.

October 03, 2008: I remind TTK again by email.

October 07, 2008: I receive an email from TTK asking for more documents.

October 10, 2008: One of the documents – indoor case paper, comes from hospital, which require a letter directly from the insurance company. I asked TTK to send a letter to hospital directly. Obviously they never received the letter, despite me reminding TTK through registered letter on October 18, 2008 and email on October 19, 2008.

The reply containing documents required was sent by email with attachments and registered post on October 19, 2008. No response from TTK.

October 28, 2008: I email TTK asking grievance reporting procedure – No reply.

October 29, 2008: I revive an SMS from TTK saying a letter will follow. As of today, I have never received the letter.

November 06, 2008: I reminded TTK that I received no such letter.

November 11, 2008: TTK replies with some other person’s details wrong policy number in the email. I ask them to refer to the correct policy number.

November 15, 2008: TTK replies with the same email as of October 07, 2008. I reply saying that the documents have already been sent and scan the acknowledge receipt of October 07, 2008 delivery.

November 19, 2008: TTK replies saying it will forward the email to the concerned department.

November 19, 2008: I email TTK asking grievance reporting procedure – No reply

November 26, 2008: I complain to ICICI Lombard, Get a Complaint ID: [protected]

November 28, 2008: ICICI replies – same old TTK reply copy and pasted. I reply back explaining that the documents they are asking have already been mailed to them by registered post on October 19, 2008, along with an email to TTK with the scanned images of the documents

November 28, 2008: Since I am totally hopeless from both ICICI and TTK, I again mail the letter and send an email with the documents.

November 29, 2008: ICICI’s email: I get a Complaint ID: [protected] and ‘am told a decision will be made within 7 days.

December 04, 2008: Another automated email from ICICI, saying that the request has been forwarded to the concerned department (were they sleeping uptill now?) and will revert back shortly.

December 08, 2008: No response from ICICI or TTK, seven days promise has passed. I had better put fire to my money rathen than buying a policy from ICICI Lombard.