Dear friends,

Your valuable suggestion and guidance is solicited to put me out of doldrums. Please provide me your valuable suggestion.

Well, I had invested in AVIVA @ 4000/- per quarter in Sept' 2007. I had paid four premiums and received RPR (in common parlance Premium Payment Receipt) for first two premiums but for last two premiums i.e. March and June' 08, that I had paid I didn't receive the so called RPR. I had reiterated the problem to their tele callers who often reminds me of premium payment time. With a promise to deliver the RPR for which I had requested they even took my correspondence address and e-mail again and again (though there was no change of address for correspondence from the one given in policy of AVIVA). But to no avail.

Seeing their careful attitude towards investors I had to stop paying Premiums as I could little amount of insecurity in future.

Anyway, their tele callers kept on reminding me of premiums and lapses and in response I had been (all the time) explaining my case and everytime they assured me of solution but no solution was received. Due to non-payment of premiums my policy failed in Sept' 2010. Now when I am trying to communicate with them they say that policy can't be renewed as per their company's policy. OK fine. I do respect their company's policy. But what about those false assurances given to me by tele callers that my problem will be sorted out? What provoked me to take up a drastic action like non-payment of Premium. I had good amount of conversation with AVIVA over mail but I could find nowhere that their responses are justified and productive in any way or redressing my grievance in any way. I am attaching the conversations. Please go through them and suggest your valuable guidance.



(From AVIVA on 12th July, in response to my complaint)

Policy Number: WSG1676604
UIN No: 122L004V02

Dear Mr. Trailokya Saikia
This is further in reference to email received on 1.07.2011 the above mentioned policy.
We would like to inform you that your policy was in the EL Not Payable state due to non receipt of Renewal Premium Payment since 10.09.2008.

Further, you were allowed to reinstate the policies within 2 years from the due date of first unpaid premium which is already expired for your policies on 10.09.2010.

Subsequently, we would like to inform you that regular correspondences were sent to your correspondence address against the policy as per the records.

Furthermore, as per the regulatory decision the Re-instatement cannot be offered to the policies out of the re-instatement period .We would also like to highlight that at the current situation, our product and process does not allow us to re-instate the policy or process any further refund in the policy.
Should you have any further queries, please do not hesitate to contact our Customer Services Group at 1800-180-2266 / 0124-2709046.

Thanking You,

Yours sincerely,


Meherun Nisha
Complaints Redressal Team
Aviva Life Insurance Co. India Pvt. Ltd
E-mail: complaints@avivaindia.com



(From me on 13th July)
Dear Meherun Nisha,

Thanx for your reply, but I feel that while making your decision you took into consideration the fact only in pecuniary terms like payment of premium or renewal. Whereas you nowhere considered about non-receipt of premium payment receipts which forced me to take up this step.

Anyway, in your verbatim "Subsequently, we would like to inform you that regular correspondences were sent to your correspondence address against the policy as per the records." This is only as per your office records but not whether I have received it practically or not. The actual fact of non-receipt of the premium payment receipts were reiterated for nearly 10-15 times over the telephonic calls received by me from your executives (I believe they are interface of AVIVA). I had narrated my problem everytime and postal address and email most of the time but they were never materialized. Now, while making your decision, the non-redressal of these complaints made over telephonic calls received from your end was not taken into consideration.

At this state, do you feel the decision that you took up is justified?

One might also feel that such a situation of non-redressal of grievance (made over telephonic calls) of a customer was intentionally created.

Now the ball is in your court to take up a justified decision. But please do justice.

Anticipating your kind cooperation.

Yours truly

Trailokya Saikia




(From AVIVA on 14th July)
Dear Mr. Saikia , UIN: 122L004V02

Thank you for writing to Aviva Life Insurance.

This is to inform you that we are in receipt of your complaint/concern regarding the policy bearing number WSG1676604 with us .

We would like to assure you that we have re-evaluated your complaint and reviewed all possible options of redressal. However, basis the facts available, we will be unable to accede to your request for re-instating the policy or process any further refund.

Please treat this letter as our final response on your case.

We will be happy to re-evaluate the matter, in light of any new evidences / facts, that you may like to present.

Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.

Yours sincerely,

Kala Sankaran
Complaints Redressal Team
Aviva Life Insurance Co. India Ltd.



(From me on 17th July)
Dear Mr. Kala Sankaran

Thanx to your final verdict.

You may have declared your final verdict referring to the documents available with you. But you are once again requested to revaluate in the light of the facts below:

1. May I please know the function of your tele callers who mostly reminds of premium payment time?

2. Are the complaints lodged to these executives registered and redressed?

a). If yes – Are you taking adequate steps to re-dress the complaints?

b). If No – Were the calls just to remind us of premium payment time?

i). If yes – Why do they receive such complaints and makes false promises to fulfill?

ii). If no – Why are the complaints lodged not re-dressed?

F Do you have records of such complaints?

F Do you have records of any corrective actions taken up to ensure the availability of receipts to me?

F Do you have records on effectiveness and feedback of your corrective actions?

F Do you have records of verifying the actual fact of receipt of documents by me since I had made complaints many a time about non-receipt of such documents.

F Do you have records of e-mail whereby you had sent the soft copy of receipts of which I was promised?

3. Will YOU keep paying anyone without getting any written acknowledgement of the payment?

I will be happy to your verdict if you re-evaluate the matter, in light of responses to these queries.


You are also requested to send question-wise remark to these queries.

With regards,

Trailokya Saikia



(From AVIVA on 19th July)
Dear Mr. Saikia , UIN: 122L004V02

Thank you for writing to Aviva Life Insurance.

With reference to your email regarding your policy bearing number WSG1676604 we wish to inform you that your concerns are being addressed by our Complaint Redressal Team and we are investigating the same with utmost priority.

Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.

We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance needs.

Yours sincerely,

Kala Sankaran
Complaints Redressal Team
Aviva Life Insurance Co. India Ltd.



(From me on 19th July)

Dear Mr. Kala Sankaran

Thanx for your endeavour. Anticipating for a positive outcome of the investigation being done by your Complaint Redressal Team.

Expecting to hear from you soon

Yours

Trailokya Saikia



(From AVIVA on 20th July)
Dear Mr. Saikia , UIN: 122L004V02

Thank you for writing to Aviva Life Insurance.

With reference to your email regarding your policy bearing number WSG1676604 we thank you for the acknowledgement. We value you as a customer.

Further your complaint id is 003-326-589

Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.

We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance needs.

Yours sincerely,

Kala Sankaran
Complaints Redressal Team
Aviva Life Insurance Co. India Ltd.


(From AVIVIA on 20th July)
Policy Number: WSG1676604

UIN No: 122L037V01


Dear Mr. Saikia
This is further in reference to email received on 17.07.2011 regarding the above mentioned policy with us.
We would like to inform you that your policy is in the lapse state due to non receipt of Renewal Premium Payment since 10.09.2008.

Further, you were allowed to reinstate the policies within 2 years from the due date of first unpaid premium which is already expired for your policies on 10.09.2010.

Since, your policy is not reinstated within 2 years hence the current status of your policy is Early Lapsed Not Payable due to which you are unable to view your policy details online.

Early Lapsed Not Payable : If the Policy is not reinstated within this 2 year time period, it will automatically terminate without value at the date of the expiry of the reinstatement period.

Subsequently, regular communication were sent to your correspondence address as per the records.

Policy Number ooo Document Type ooo Date of Dispatch 01 ooo AWB Number 01 ooo Dispatch Mode 01 ooo Date of Delivery/RTO Status
WSG1676604 ooo INDEXATION LETTER ooo ooo ooo 12-Aug-08 ooo Ordinary Post ooo India Post
WSG1676604 ooo LAPSE LETTER ooo ooo o ooo ooo o 20-Oct-08 ooo 115575807 ooo ooBlazeflash ooo ooo 25-Oct-08
WSG1676604 ooo POLICY ACCOUNT STATEMENT ooo 10-Sep-08 ooo Ordianry Post ooo India Post
WSG1676604 ooo PREMIUM NOTICE ooo oo ooo ooo 2-Feb-08 o000oo Ordinary Post o00oo India Post
WSG1676604 ooo PREMIUM REMINDER ooo ooo ooo 22-Sep-08 ooo o 113932043 ooo ooo Blazeflash ooo 26-Sep-08
WSG1676604 ooo RETURN OF INSTRUMENT/INSTRUCTION FROM BANK ooo 17-Sep-08 ooo India Post
WSG1676604 ooo RPR ooo ooo ooo ooo ooo ooo oo27-Mar-08 ooo ooIndia Post





Furthermore, as per the regulatory decision the Re-instatement cannot be offered to the policies out of the re-instatement period .We would also like to highlight that at the current situation, our product and process does not allow us to reinstate the policy.

We would like to highlight that we have shared our decision regarding the case before and our stand remains unchanged.

Should you have any further queries, please do not hesitate to contact our Customer Services Group at 1800-180-2266 / 0124-2709046.

Thanking You,

Yours sincerely,


Meherun Nisha
Complaints Redressal Team
Aviva Life Insurance Co. India Pvt. Ltd
E-mail: complaints@avivaindia.com



(From me on 21st July)
Dear Meherun Nisha

Thanx for your reply,

I have gone through the statement. But may you please state that which document type contains Premium Payment Receipt in the list of despatched documents by you?

Please go through my mail dtd. 17.07.11 where a few queries were raised. Do you feel that queries raised in my mail dtd 17.07.11 have been re-dressed in this mail?

Thanking you

Trailokya Saikia



(From AVIVA on 23rd July)
Dear Mr. Saikia UIN: 122L037V01

Thank you for writing to Aviva Life Insurance.

With reference to your email regarding your policy bearing number WSG1676604 we wish to inform you that the RPR depicts Renewal premium receipt.

Further we strive to ensure that our customers get the best of service from us. We understand the customer's grievance and try to resolve the same by ascertaining all the facts and documents available to provide a fair resolution. We provide easy access to information, products and services, as well as the means to get your grievances redressed.

We also wish to add that any kind of investigation done is internal to the company and hence we regret our inability to share the same. However, we assure you that your case has been thoroughly investigated and the action has been taken as per company’s internal policy.

Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.

We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance needs.

Yours sincerely,

Kala Sankaran
Complaints Redressal Team
Aviva Life Insurance Co. India Ltd.



(From me on 25th July)
Dear Mr. Kala Sankaran

Thanx for your reply.

I do respect and honour the policy of your company. I had not requested for what investigation you have carried out. Please refer back to my mail dated 17.07.11 thoroughly. But your reluctance to divulge the information puts me in deep predicament. Anyway, at this juncture, whatever be your decision it will never be transparent due to non-disclosure of information from your end. Thus, it can in no way be considered as grievance redressal instead grievance creeps in.
(i) You had always been referring to your documents while writing replies to me but you had never considered those non-responsive nature of tele callers to whom I had been reiterating about non-receipt of RPR. Did you? Who is responsible for such non responsiveness?

(ii) Your statement in the mail dated 20.07.11 states that you had sent the RPR on 27th March’ 08. But, I didn’t receive the same which I had communicated through your tele callers all the time till probably in Sept’ 2010 (the last one). Have you ever referred back to these facts?

(iii) I had been paying premiums till June’ 2008. Now, referring back to your e-mail dated 20th July, 2011, I could find nowhere, in your statement in the mail, about despatch of the RPR against the premium paid by me in June’ 2008. By now, more than 3 years have elapsed from June’ 2008 but you never even dare to send the same. Ridiculously, can I assume that RPR sent to me on 27.03.08 was an advance payment receipt against the premium for June’ 08 that was paid be me?

(iv) In your verbatim, “However, we assure you that your case has been thoroughly investigated and the action has been taken as per company’s internal policy”. I do respect your company’s internal policy. Your words thorough investigation make me ponder over as in the information, that you had made available to me, nowhere it reflects about despatch of RPR for June’ 2008 though I have paid the amount. Does your thorough investigation include those complaints made by me to your tele callers? Seems your thorough investigation has good amount of lacunae or loopholes or you are just replying in hunch. Considering the facts above, can anyone ever consider that your thorough investigation to be reliable?

It is therefore, once again requested to kindly consider the case with due importance to my case. It is further requested to consider all the facts while making your so called thorough investigation.


Thanking you


Trailokya Saikia


(From AVIVA on 26th July)
Dear Mr. Saikia UIN: 122L037V01
This is further to your email received regarding the policy bearing number WSG1676604 with us.

We would like to assure you that we have re-evaluated your complaint and reviewed all possible options of redressal. However, basis the facts available, we will be unable to accede to your request for reinstatement of the policy.

Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.

Yours sincerely,

Jaspreet Kaur Suri
Complaints Redressal Team
Aviva Life Insurance Co. India Ltd.



(From me on 26th July)
Dear Jaspreet Kaur Suri

Thanx for your reply.

It is ridiculous to have received similar replies (copy and paste) from your end. Are you trying to redress grievance or suppress the grievances or simply replying in a hunch?

Please go through the mail dated 24th July' 11 once again.

May I please know from you as to how have you drawn a conclusion in the absence of those facts mentioned in my mail dated 24th July'11. Moreover, there are certain other facts, mentioned in my previous mails, from your end that provoked me to take up such a drastic step like non payment of premiums which should also to be taken in account while drawing your conclusion.

Expecting a productive reply and not a copy paste reply from your end.

Thanking you

Trailokya Saikia


(From AVIVA on 28th July)
Dear Mr. Saikia UIN: 122L037V01

Thank you for writing to Aviva Life Insurance.

With reference to your email regarding your policy bearing number WSG1676604 we wish to inform you that your concerns are being re evaluated by our Complaint Redressal Team and we are investigating the same with utmost priority.

Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.

We at Aviva are pleased to serve you. We look forward to building our relationship with you to fulfill all your life insurance needs.

Yours sincerely,

Kala Sankaran
Complaints Redressal Team
Aviva Life Insurance Co. India Ltd.


(From me on 28th July)
Dear Kala Sankaran,

Thanx for you reply.

Thanx for your endeavour to re-evaluate the case. Expecting a productive reply soon.

Yours truly

Trailokya Saikia



(From AVIVA on 29th July)
Dear Mr. Saikia UIN: 122L037V01

Thank you for writing to Aviva Life Insurance.

With reference to your appended email we thank you for the acknowledgement. We value you as a customer.

Should you have any further clarifications, you can get in touch with us at any of the touch points mentioned below.

Yours sincerely,

Kala Sankaran
Complaints Redressal Team
Aviva Life Insurance Co. India Ltd.


(From me on 29th July)
Dear Mr. Kala Sankaran,

Thanx for your reply.

I am happy that you have re-evaluated my case vide a thorough investigation, the fathom and reliability of which I had already reflected in my previous mails. Now, may I please know when did you send RPR for June' 2008?

Trailokya Saikia



All conversations between me and AVIVA in context to my policy have been given above. It is requested to you all friends to let me know whether queries and my grievances are properly redressed. I am not finding it redressal anyway. May your neutral judgment might see that I couldn't.

In the light of above, you are requested to kindly provide me with your valuable suggestions.

Thanking you in anticipation of your valuable guidance.

Trailokya Saikia