DT.: 07/07/2010
From:
Bharat Jogi
Narayan Medical Store
College Chowk
Near Jogi Hospital
Gondal 360311
Gujarat
India.
Mo.: 09377501619
EMAIL ID: BHARATJOGI@YAHOO.COM

Dear Sir/ Madam,

After posting online complaint on 06/07/2010, I would like to add some more details. Before putting the further details I would like to reproduce the contents of my original complaint.

ORIGINAL COMPLAINT:

I had taken policy on 10 June, 2010 from Tata-AIG General Insurance Company. Policy details are as under:
Policy opted : Individual accident and sickness hospital cash
Policy inception date: 10 June 2010
Total premium : Rs. 8726.

While taking the policy, I was informed by Tata-AIG officer (Mr Mohammad Rehman) during telephonic conversation that the policy covers the total hospitalization expenses up to the ceiling limit of the policy. The same thing I had mentioned in my covering letter which I had sent along-with the cheque for the policy payment. I had also specifically mentioned in that letter that if the policy does not cover the total hospitalization expenses, then I don't want to go for the policy. The photocopy of the covering letter is available with me. Also as you know the conversations are recorded. Now the fact is the policy does not cover the total hospitalization expenses and offers only lump-sum amount per day during hospitalization. THUS THIS IS A CLEAR CASE OF MIS-SELLING THE POLICY AND MISGUIDING THE CUSTOMER.

As a first step, I have cancelled the policy on telephone. The policy is cancelled by Tata-AIG on 18th June and I have received confirmation letter and SMS for that. From then onwards, I have repeatedly sent E-mails and talked with Tata-AIG officers on toll free and tolled numbers (from 21/06/10 to till date i.e. 05/07/10 )but neither I have received the refund amount (Rs 8627 / -- ) nor I have got a satisfactory answer. THIS IS A CLEAR CASE OF CHEATING.
Now I have fed up after so much follow up and decided to go to the consumer court.

I expect consumer court to compel Tata-AIG for paying compensation for the mis-selling of the policy and mental harassment to me due to that. Further I request consumer court to take legal action against Tata-AIG for not paying the refund amount in time and mental harassment to me due to that. Further request to publicize this issue in daily news papers and on Business TV channels so as to teach a lesson to Tata-AIG and to avoid such happenings with other customers.

I expect a prompt action and timely feedback to me from your side.

Thanks.

Bharat Jogi

NOTE: BEFORE I TOOK THE POLICY, TATA-AIG OFFICERS PHONED ME 2 TO 3 TIMES IN A DAY TO CONVINCE ME FOR THE POLICY. BUT NONE OF THEM HAS TAKEN PAIN FOR EVEN A SINGLE PHONE CALL EVEN AFTER A NUMBER OF E-MAILS FROM MY SIDE !!!!!!!!!!!!!!!!!!!!!!!!!

HERE ENDS THE ORIGINAL COMPLAINT. NOW,

ADDITIONAL INFORMATION:

After I posted the complaint, I received a phone call from Tata-AIG, Mumbai on the same day around 5:20 P.M.. Mr. Shishir Verma – Head of Grievance Redressal Tata-AIG had called me. He talked with me very nicely. But again like other officers with whom I had telephonic talk earlier, asked to wait 48 hours to resolve the matter ! Let us expect this is the final 48 hours they are asking for !

The irony of the phone call incidence is – I received phone call from Mr. Verma from 022 – 66844444 which is at Tata-AIG , A501, 5th Floor, Bldg No.: 4, Infinity Park, Dindoshi, Mumbai. The same place also has another landline number 022 – 66930000. And on the same number on 06/07/2010 at 11.00 a.m. I had made a call to know the facts regarding refund cheque OR my complaint status but the officer who lifted the phone, just put down the receiver without speaking to me on the first occasion. On the second try, the officer said that they have nothing to do with my complaint and I have to follow up at toll free or tolled number only !! And you see from the same office Mr. Shishir Verma called me after 6 to 7 hours. THIS SHOWS THEIR ATTITUDE TO RESOLVE THE COMPLAINT. Mr. Verma can check their records whether I had actually phoned at 11.00 a.m. on 06/07/2010 or not.

Mr. Verma had asked my policy no. on telephone, which I have already told him but I mention it here as : Policy No.: SHC10000013230

Mr. Verma had asked me with whom I had talked with till now from Tata-AIG ?
The list is (1) Mr. Jasbirsing (twice) (2) Ashwini Rajput on 02/07/10 who at last noted down my complaint and gave me a reference number : 7674504 (3) Mr. Hemant on 06/07/10 and others prior to this dates – the names I had not noted down as I didn’t think the issue so serious in the beginning. Further I had sent E-mails on
21/06/10 , 23/06/10 –2 mails , 29/06/10 , 30/06/10 , 1/7/10 – 4 mails and 1/7/10 - Prior notice before approaching consumer court. Few times I received auto generated replies. Mr. Divyen Sonavia replied thrice but every time he started from the scratch mentioning that we shall look into the matter and revert back to you within 48 hours but those 48 hours never ended !!! The height of this scenario is the mail which I had sent on 01/07/10, the reply against that was generated on 07/07/10 at 9.02 a.m. !!!!! Email reply after 7 days you see !!! When I had taken the policy on 10th June , the policy documents were received by me within 7 days i.e. on 17th June that too in the physical form !!!! THIS SHOWS THEIR CARELESSNESS TOWARDS THE CUSTOMER ONCE HE / SHE GOES FOR THE POLICY.

From all this it seems that Tata-AIG itself has instructed the employees to work like this and to have an attitude like this towards customers. Without that how such a long delay can happen? And if this is not true, then why Tata-AIG is not taking any strict actions against such sluggish employees and wrong doers ( Mr. Mohammad Rehman in my case)?

I once again reiterate to consumer court to compel Tata-AIG to pay compensation for the mis-selling of the policy and mental harassment to me due to that. Further I request consumer court to take legal action against Tata-AIG for not paying the refund amount in time and mental harassment to me due to that. Further request to publicize this issue in daily news papers and on Business TV channels so as to teach a lesson to Tata-AIG and to avoid such happenings with other customers.

I expect a prompt action and timely feedback to me from your side.

Thanks.

Bharat Jogi