The New India Assurance Company Ltd. — Company not settling the claim since January-2023

Address: कार्यालय प्रभारी/Office In-Charge ऑटो टाइ अप दावा हब/Auto-Tie Up Claim Hub वैशाली नगर जयपुर/Vaishali Nagar Jaipur कार्यालय कोड/Office Code. 331202

RE.:-NON PAYMENT OF PARTIAL CLAIM BY NEW INDIA ASSURANCE COMPANY LIMITED -POLICY NUMBER-
[protected]-ZERO DEPRECIATION- COMPREHENSIVE MOTOR INSURANCE POLICY.
*****

Dear Sir/Madam,

With reference to above, trailing mails and struggle since January-2023 I once again through your good office request for
justice regarding payment of remaining claim due with "THE NEW INDIA ASSURANCE COMPANY LTD."

I purchased a Hyundai Grand I-10 Sportz Nios RJ-45-CU-0213 during September-2022 from Hyundai and a Zero Depreciation Comprehensive Motor Insurance policy number-[protected] from "The New India Assurance Company Ltd."

Unfortunately my car met with an accident on 22.01.2023 near Mansarovar Metro Station, Jaipur and a Truck RJ-23GB8384
hit my car from right hand side of Car and damaged back right hand side portion/door and right hand side fender and front bumper. I same day lodged a complaint/FIR with Mansarovar, Jaipur(Rajasthan) Police station(attached) against driver/owner of erring Truck. I approached to Hyundai workshop for repairing of damaged Car. Now I became culprit since I wanted repairing through claim against policy of The New India Assurance Company Ltd. purchased as per requirement for meeting out unforeseen circumstances/expenses.

I am explaining how -

(1)-Company avoids its liabilities against claims.
(2)-Company is guilty for Lack Of Service and
(3)-Company is playing unfair trade practices.

When my damaged car was at workshop a Surveyor Mr. Praveen Kumar told me telephonic ally that your car is
not damaged by accident and it appears to be damaged by children. After long discussions he was agreed
that right hand side back portion of car is damaged by accident. I requested him for repairing of front portion
fender and bumper too since it was also damaged during accident due to taking turn/overtaking by the truck.
But he did not agreed for the same. It is how he successfully avoided the liability of the insurance company.
That is how my car was only partially repaired.

I ultimately approached Insurance Ombudsman(Bima Lokpal) Jaipur for further relief. :Learned Ombudsman
passed an Award No.-IO/JPR/A/GI/0005/2023-24 dated 02.05.2023(attached). Ombudsman agreed that
accident was genuine and back portion/door/front portion was damaged through an accident. Damage is also mentioned in FIR dated 22.01.2023. Hence Ombudsman directed to settle the claim as per policy terms and conditions.

I after receiving a mail and telephone dt.11.05..2023 from Mr. G.L.Devat([protected])Sr. Branch Manager-In charge of claim handling brnach(Vaishali Nagar, Jaipur) again approached Hyundai workshop. Since I received mail to get my car repaired and
submit Bill thereof to insurance company. I after getting my car repaired submitted bill of Rs.11800.00 dated 23.05.2023(attached) received from repairer(M/S ROSHAN MOTORS(JAIPUR) PVT LTD. I was astonished when
my car was repaired and I paid the bill amount to repairer and submitted the bill to the insurer. Mr. G.L.Devat
In charge claim handling branch appointed the same Surveyor on 06/07.06.2023 for assessment. Surveyor was nowhere before and during repairing of the vehicle. Since Surveyor was biased since beginning recommended for payment of repairing of front bumper (Rs. 6070.00 + [protected]@18 %)only and avoided mentioning payment for repairing/painting of right hand side
fender. Hence again avoided liability of claim. Mr. G.L.Devat(In charge claim handling branch, Vaishali Nagar, Jaipur)
after long follow up telephonic ally, through mails and personal meeting and waiting for long time paid Rs.6070.00 on 14.06.2023 and very cunningly avoided paying amount of GST @ 18 % of Rs.6070.00=Rs.1093.00 which was recommended by their own Surveyor. Mr. G.L.Devat (In charge of claim handling branch, Vaishali Nagar, Jaipur) not only again avoided liability and falsely confirmed to honorable Insurance Ombudsman, Jaipur that they have fully satisfied the Award. This type of practices Insurance companies in general and in particular NIACL is following. Which can not be appreciated at any level. That is why they are facing complaints on various forums. I am attaching a newspaper cutting in which it is mentioned that
Insurance Ombudsman(Jaipur) received 1911 complaints during FY-2022-23.

This is not end after my long follow up with insurance company with Branch/Regional/Head Office through telephonic call
and mails Mr. G.L.Devat( In Charge Claim handling branch, Vaishali Nagar, Jaipur) in his mail dated 05.07.2023( Available in trailing mails) realised mistake and paid Rs. 1093.00(Amount of GST on Rs.6070.00) on 05.07.2023. However again avoided
payment of remaining Rs.4637.00 out of total Bill/receipt for repairing of Rs.11800.00.

Hence claim of Rs.4637.00 is still due on NIACL. Company is taking shield/excuse that Honorable Ombudsman have not
mentioned for repairing of right hand side fender. Honorable Ombudsman is also after-all a human being. May be inadvertently it remained unmentioned in the order. However Learned Ombudsman have found right side of car damage relevant and not put any bar on repairing of right portion fender. Looking towards Award of the Honorable Ombudsman(attached) carefully it is clear that left hand side fender and door only were not relevant.

As per spirit of the Award I did not claimed repairing of left hand side door and fender but only right hand side fender and front bumper is claimed which is considered relevant by the honorable ombudsman and clear in FIR dated 22.01.2023(attached) too.

I request to insurance company to be practical. Anyone will agree that when a truck hits on Front Bumper of car from right hand side of car it will first hit to the Right Hand side fender then only it can hit front bumper. It is just a matter o[censored]nderstanding.

I request insurer to be customer friendly and not treat its own customer as culprit since he have claimed against
insurance policy. Car owners purchase insurance (Motor Vehicle Policies) for meeting out unexpected expenses/
instance. So it is duty of insurance company to bear genuine expenses on repairing of insured vehicle.

It is clear that my Car RJ-45 CU-0213 on 22.01.2023 met with an accident as per FIR of even date. I being
a genuine policyholder having No Depreciation Comprehensive policy eligible to get genuine claim from
Insurer. Policyholder contacts legal agencies only if insurer does not co-operates. Without intervention of Law
Enforce Agencies I am eligible for getting the remaining claim. In case I am not eligible then company can kindly advise me base thereof for the same. I have provided all the evidences including same day FIR. In case anything more required am ready to made available. In January-2023 company was not having Copy of FIR since workshop of Hyundai didn't asked for the same. But now Insurer is having complete documents and matter is fully clear to Mr. G.L.Devat,[protected] Sr. Branch Manger(In-charge ) of claim handling branch, Vaishali Nagar, Jaipur-302021.

More than two weeks have been passed since I last mailed on 10.07.2023 to Branch and various authorities of insurer.
I am sorry to note that neither company /Branch/higher authorities is paying remaining claim of Rs.4637.00 nor replying justifying for non payment.

I am struggling since January for settlement of genuine claim but company is adamant and not hearing me.
Interestingly one Official of Insurer told me that we will pay the claim in case you contact to Consumer Forum.
But this route is very long one and may time of more than further 3 years So it is clear that company only responds to court order that too after sufficient harassment of the customer. I have even contacted highest authority of the company i.e. CMD several times but nothing heard. I guess I have sent around 100 mails for the claim. That is why I am forced to take your help due to non co operation of the company.

Thanks and Regards-

Deepak Kumar Chawla
E-2/212-Chitrakoot Scheme,
Gandhi Path,
Jaipur(Rajasthan)-302021

M-[protected]/[protected]