Please find below the points by points
response to Vaibhav’s email, I would request you to please intervene and
address the issue.
Looking forward to your support.
Thank you and Regards,
Aditya Razdan
Mobile-
-
From: Vaibhav Misra (Motor Claims, Delhi)
[mailto:Vaibhav.Misra@ltinsurance.com]
Sent: Monday, May 16, 2016 6:40 PM
To: bimalokpal.delhi@gbic.co.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>; ; Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com>; L&T Insurance Grievance <grievance@ltinsurance.com>; Razdan, Aditya <Aditya Razdan>; brijesh.sharma@noveltygroup.in
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
Sent: Monday, May 16, 2016 6:40 PM
To: bimalokpal.delhi@gbic.co.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>; ; Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com>; L&T Insurance Grievance <grievance@ltinsurance.com>; Razdan, Aditya <Aditya Razdan>; brijesh.sharma@noveltygroup.in
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
Respected Sir,
Please find our detailed reply with regard to
the “minutes of meet” presented by Mr. Aditya Razdan:
• We have not received a
single request in any of the correspondence held that Mr. Razdan in which it
was wished to meet in person and is in actual need to understand the process.
However, as per the instructions received from Hon’ble ombudsman, we
immediately fixed up the timings for meeting. If it would be the case, wherein
Mr. Razdan ever expressed to meet in person either verbal or in writing, we
would be more happy to attend him with the personal presence. We also tried to
made him understand that Insurers are here to make the loss good and cannot
hold the responsibility of workmanship of repairer. It is the insured only, who
has selected the repairer to get his vehicle repaired without any intervention
of Insurer. Hence, we strongly disagree with the contents of topic “Un satisfactory
redressal “.
We never wanted or had the intention of meeting L&T
employees in person. The problem arose because L&T were unable to explain
the process to us. This has been stated to L&T in the first email itself
(attached herewith) dated 11th April in which we have explained how
Surveyor was explaining the process to us, excerpts below –
The first day, 1st April, Mr. Manav calls and talks to my husband with
"you get some car insurance representative and then I will explain the
problem to him and then he will explain to you, as I cannot explain the Job
description". I fail to understand what kind of surveyor has been hired by
L&T and if he has any idea of how he should be ineracting with the
customers.
We do not understand if a customer is via email and repeatedly
informing L&T that surveyor is neither explaining nor providing any update
on car repair to us (explained multiple times how on escalation first Manipal
went absconding and then Amanpreet went absconding) how as a customer do we
make them understand. We do not understand if for the past 45 days we have
repeatedly been calling L&T and asking about an update via telephone and
email how more should we be trying to reach out to us. Is it that L&T works
only when Ombudsman is involved ?
• We again strongly
deny the comments for delay of 18 days repeatedly imposed by Mr. Aditya
Razdan on part of Insurer. As already informed that job was put on hold by
insured on account of disagreement over the mode of repairs. Reply on rest of
the contents of topic “Delay in claim processing” is already covered in above
mentioned statement.
In none of the email conversations or telephonically has this
ever been stated by L&T that the job has been “on hold by insured on
account of disagreement over the mode of repairs”. If that is the case, please
share the email / conversation. Please refer my second email dated 15th
April to Sameer, excerpts –
It
is now 14days since the claim was made to L&T. I fail to understand how
many days it will take for file to be processed. As per Mr. Manipal there were
holidays in Maharashtra so the file processing is taking a long time. As per my
knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on
8th April).
In this we have informed L&T about the status that as per
Manipal file is still under processing and it is taking time because of
holidays in Maharashtra. Please let me know when this information was negated
by L&T and we were told that the file processing is taking time because of
disagreement over the mode of reapirs.
• Kindly refer our
previous mail dated 18th April, wherein we have clearly stated that your
concern towards the surveyor attitude is noted. Today itself we have discussed
on the same with insured and tried to convince him that if anything found wrong
on the part of surveyor, the same shall be taken with strict view. Furthermore,
Mr. Aditya Razdan didn’t provided any concrete evidences in support of his
assertions and affirmed that reason behind the change of surveyor was speaking in
his native language with the claims officer which is not a sufficient ground to
replace an independent surveyor. Hence, once again we completely negate the
subject “Not providing an Independent Surveyor”. However, An unconditional
apology was placed in front of the insured for any unsatisfactory
experience which they may have undergone during the claim process but the
same was not acceptable to the insured.
Vaibhav seems to be confused and probably hasn’t gone through
our complete case history- in the first email itself, dated 11th
April with the Subject “Rude and Arrgoant L&T Surveyor | Claim ID :
93510100088430” we have explained what all has transpired between the Surveyor
and us. Now, after 45 days Vaibhav (L&T) wants evidence and support from
us, this is quite amusing. Moreover, in the email to Sameer, dated 15th
April we have said that in the conference call between Manipal, Surveyor and us
Manipal and Surveyor were communicating in Punjabi. We have never asked for an
independent surveyor on the basis of him speaking in his native language but
because he was rude to my wife and he was not communicating with us
clearly (please refer the first point itself) as to what all Manav said to us.
What we have said is that on escalation, the person from L&T Manipal, was
supporting Manav (surveyor) instead of listening to our side of the story and
both started communicating in Punjabi, their native language.
• Statement in respect
of subject matter “Not having any clear escalation matrix in place” is totally
in contradiction, as each and every mail was being replied irrespective of the
officer which is clearly evident from the trail mail. Hence, we strongly object
over the baseless grievance raised by Mr. Aditya Razdan.
Please refer to all the emails in the email conversation, if
required I will willingly share all the responses that we have received from
L&T and the telephone calls as well. Please go through the email to CEO
dated 15th April on which we didn’t receive any reply –
From L&T
Helpline we received Sameer Dhar and Amanpreet (Claim Managers) contact details
and was asked to inform them. Sameer Dhar's mobile number was not reachable
today around 12:00pm and Mr. Amanpreet has said that there is no Appellate /
Nodal officer above Mr. Manipal who can help us.
I am without a
car for nearly a month, and L&T people are sitting on my claim. As per Mr.
Manipal there were holidays in Maharashtra so the file processing is taking a
long time. As per my knowledge there was only a single holiday in Maharashtra
for Guddi Padwa (on 8th April). As per Mr. Manipal what has the surveyor
mentioned in my claim file that cannot be disclosed to me as that is also an
internal matter.
Apart from this I would request Vaibhav
to at least spend some time in going through my case; I have been following up
with you for the past 6 weeks now; please bother to check Communication records
of your employees and I will show you the number of calls that I have made to
L&T and hours I have spent in talking as well as sending emails.
Apart from receiving response from
L&T only on follow-up emails, following is the list of calls made to
Customer care-
12th April, 2016, complained
ID “161804” was made with description “not satisfied by surveyor”
15th April, 2016 – call is
made to find out some escalation as Manipal is absconding.
16th April, 2016 – call is
made to tell them that the escalation contact suggested “Amanpreet” has gone
absconding.
22nd April, 2016, complaint ID “172826” “176497” … I
can go on with the complete history of my case.
Please help us understand, why Grievance even though it was
copied in all emails only replied on 5th May and not for the
intervening days. If all the hierarchy is in place and L&T is working as
communicated, please let us know why Vaibhav has come in the picture today
after 45days and not earlier. Why this face to face meeting was called only on
the call from Ombudsman and not by L&T in the first place itself.
• Mr. Aditya Razdan had
discussed the repair methodology in detail with repairer and finally after
getting convinced, a go ahead for repairs was given by the insured only after
18 days of delay (On the part of Insured). Hence, No question arises in respect
of “Misguiding customers”.
I would request Vaibhav to not make any assumptions in my name,
as shared with evidence the delay was caused by Insurer and not the insured. We
received an assurance from Sameer (L&T) in email on 18th April –
vehicle can be satisfactorily repaired
with child parts
Based on his assurance, we had given an approval to Hyundai to
start work on our car. We had also requested Sameer, to confirm our
understanding on 19th April and he had not replied on that email
till 25th April only when a follow-up email was shared. This is
called misguidance, because on 18th April Sameer confirms that
vehicle can be satisfactorily repaired, but on follow-up he completely denies
that he has even said something of that sort.
• None of the official
of L&T has taken responsibility on account of delay in processing, as stated
by Mr.Rajdan,which is once again an incorrect version and repeated allegation.
Reply in respect of same already stated above.
Facts also stated above.
• We have updated Mr.
Aditya Razdan about the progress of repairs of the vehicle and showed the
photographs of vehicle during repairs and have also appraised him over the
technicalities & satisfactorily described him the entire repair
process.
• As the vehicle is
under repair, no question arises to sign the satisfaction voucher prior to
completion of repairs and generation of repairs invoice. As the insured has
specifically requested to facilitate cashless arrangement, we have
advised him to wait till the repairs of the vehicle get completed and
only after confirmation of satisfactory repairs by the insured in form of
satisfaction voucher we shall make payment to dealer on behalf of Insured. We
deny the comments of Mr. Aditya Razdan that any kind of signing the
satisfaction letter was imposed over the insured today in the meeting held at
Delhi Office.
I would again request Vaibhav to go through the email shared by
Grievance cell on 5th May in which the Grievance cell states –
Also, in order to initiate
direct settlement facility to the workshop, we request you to send a duly
signed copy of the attached satisfaction note.
The grievance cell is not informing us (customers) that the work
on car is in progress and the form should be signed only after the claim is
processed and the car repaired and fixed. As evident from the email, they are
forcing us to sign the Satisfaction note.
I would also request Vaibhav to show in the email by Grievance
cell, when this advice was given to us “we have advised him to wait till
the repairs of the vehicle get completed and only after confirmation of
satisfactory repairs by the insured in form of satisfaction voucher we shall
make payment to dealer on behalf of Insured” This is
disheartening, L&T should stop lying.
Vaibhav Misra
Sr.Manager – Claims
T +91 11 6666
4100 | D +91 11 6666 4121 | M +91 98999 99029
L&T General Insurance Company Ltd, 6th Floor, 16, DCM Building, Barakhamba Road,
Connaught Place, New Delhi – 110001
-----Original Message-----
From: Razdan, Aditya [mailto:Aditya Razdan]
Sent: Monday, May 16, 2016 2:23 PM
To: bimalokpal.delhi@gbic.co.in; brijesh.sharma@noveltygroup.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi); ; Sameer Dhar (Motor Claims, Delhi)
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
From: Razdan, Aditya [mailto:Aditya Razdan]
Sent: Monday, May 16, 2016 2:23 PM
To: bimalokpal.delhi@gbic.co.in; brijesh.sharma@noveltygroup.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi); ; Sameer Dhar (Motor Claims, Delhi)
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
Dear Hakumat,
Today, we went to L&T office in Delhi and
met Vaibhav Misra only. As confirmed by Sameer earlier, (… claims officer &
Independent Surveyor …) there was no Independent Surveyor.
Today, 45 days after the claim was made, finally
L&T explained to us what is happening with our car and how it is being
fixed. Following are the points discussed during the meeting:-
Un satisfactory redressal - No reason for
rejection of body-shell is still provided. All we would like to understand is
the safety of the occupants of the car
[16-May] Today Vaibhav (L&T) showed and
explained to us that there is a component in body shell and only when that is
damaged is body-shell considered to be replaced. We still do not understand why
it took L&T 45 days to explain this to us. Vaibhav left the onus on Hyundai
to confirm that they have fixed the car bearing in mind the occupants safety.
Delay in claim processing – It took L&T
18days and multiple escalations to finally get them to process the claim
[16-May] Vaibhav (L&T) confirmed that there
was a delay in claim processing and that it took them 45 days to finally
explain to their customers (us) what is happening with our car. All actions
that they will take to ensure this doesn’t happen to other customers will be
“internal” and we as customers will not be a privy to that.
Not providing an independent surveyor
[16-May] Vaibhav (L&T) confirmed that it is
not L&T policy to provide another surveyor. Once a surveyor has been fixed
for a claim, irrespective of surveyor behavior the customer has to bear with
the surveyor till the time claim is processed.
Not having any clear escalation matrix in place
[16-May] Till date, there is no clear
instructions to call center representatives / on L&T website where
customers can escalate their problem. The customers are bound to run from
pillar to post to figure out the escalation matrix. Even for our emails, in
which we have desperately copied everybody we could find (CEO on 15th April,
Vaibhav and grievance cell on 18th April) just to be heard, L&T was not
bothered to reach out to us. They had no sympathy for the suffering they were
causing to their customers.
Grievance cell, copied in each and every email
finally replied on 5th May when we had refuted all the lies that Sameer had
communicated to us in his email.
Misguiding customers – Initially they confirmed
that the car would be safe to drive and based on their assurance when we
requested Hyundai to repair the car, they are denying any such assurance.
[16-May] Vaibhav (L&T) confirmed that the
car is being as per due analysis of their technical team and the car will be
exactly as it was prior to accident. The onus of the car being fit for use and
adhering to safety of the occupants has been placed on Hyundai. As per Vaibhav,
Hyundai motors can confirm the safety of the occupants of the car. It is their
assumption that Hyundai has met and repaired the car with due diligence.
Vaibhav had no reply as to why it took L&T
45 days to arrange for a meeting when this could have happened earlier also.
Vaibhav also had to reply as to why in this date and age when all claim files
are electronically processed, it took L&T 18 days to approve our claim. A
claim which could have been processed in 3-4 days. For 45 days we were trying
our best to reach out to L&T via all modes of communication – telephone and
email but L&T was not bothered to even respond to our emails and would
reluctantly and lethargically reply only on follow-up emails.
Even though L&T accepts and acknowledges
that there is a delay in claim processing, they are forcing us to sign a
Satisfaction Note to get our claim processing done. I fail to understand, how
L&T expects us sitting here in Delhi to sign “I / We state that I/ we am
/are completely satisfied with repair work carried out on my / our vehicle”
when we haven’t even looked at our vehicle, leave aside test driven it which is
being repaired in Pathankot. Moreover, we are completely not satisfied by the
time that L&T has taken in processing our case, while we have been
suffering daily commuting.
We would request you to please impose fine on
L&T for the delay in claim processing and mentally traumatizing and
harassing us for the past so many days.
Please reach out to us ( – or
Aditya- ) for any further queries or
clarifications.
Thank you and Regards,
Aditya-
-
Sent: Wednesday, May 11, 2016 6:50 PM
Cc: bimalokpal.delhi@gbic.co.in; Piyush
Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>;
Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com>;
Subject: RE: Harassment by L&T | Claim ID :
93510100088430
Dear Sir,
Please note the details as mentioned below:
L&T General Insurance Company Ltd, 6th
Floor, DCM Building, Barakhamba Road,
Connaught Place, New Delhi-110001
T +91 11 66664100 | D +91 11 66664123 | F +91 11
66664199 | M +91 9810699495
Sent: Wednesday, May 11, 2016 6:11 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>;
Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi); <mailto: >
Subject: RE: Harassment by L&T | Claim ID :
93510100088430
Hi Sameer,
We both will meet you at 9:30 am on 16th May,
Monday. Kindly share the venue details.
Thanks,
Aditya
Sent: Wednesday, May 11, 2016 4:56 PM
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>;
Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com<mailto:Piyush.Lohar@ltinsurance.com>>;
Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>; <mailto: >
Subject: RE: Harassment by L&T | Claim ID :
93510100088430
Dear Sir,
You may contact undersigned on Monday between
9.30 a.m. to 6.30 p.m. at your suitable timings. Meeting shall be held in the
presence of policy holder.
Regards
Sameer Dhar
9810699495
Sent: Wednesday, May 11, 2016 3:54 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>;
Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi); <mailto: >
Subject: RE: Harassment by L&T | Claim ID :
93510100088430
Dear Hakumat,
Today, to reach out to you, I got the landline
number from National Consumer Helpline (011- 23239611) but that was incorrect.
We had not received any response from you and had just about lost faith in the
system.
Thank you for reaching out to us and restoring
our faith in the system.
Sameer,
I have to attend a conference tomorrow and will
be back in Delhi on Sunday. Please let me know what timings would suit
you.
Thank you and Regards,
Aditya
Mobile-
Sent: Wednesday, May 11, 2016 3:46 PM
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>;
Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com<mailto:Piyush.Lohar@ltinsurance.com>>;
Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>
Subject: FW: Harassment by L&T | Claim ID :
93510100088430
Dear Sir,
As per the instructions received from Hon’ble
Ombudsman, we request you to spare some time so that we can schedule
meeting at your preferable timings with our claims officer & Independent
Surveyor with an aim to bring more clarity in the doubts/ queries raised by your
goodself. Kindly confirm the timings.
Sent: Wednesday, May 11, 2016 11:29 AM
To: Sameer Dhar (Motor Claims, Delhi)
Subject: Fwd: Harassment by L&T | Claim ID :
93510100088430
Dear Sir,
In reference to the trailing,we would request
you to please take up the matter with the insured and sort out the matter.We
note that he is writing since long.However,discuss the matter and try to
convice him under-intimation to this office.
Thanks and Regards,
(Hakumat Rai)
Prof.Expert.
---------- Forwarded message ----------
Date: Mon, May 9, 2016 at 1:45 PM
Subject: Harassment by L&T | Claim ID :
93510100088430
To: "bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>" <bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>>
Cc: "
<mailto: >" <
<mailto: >>, "Sameer Dhar
(Motor Claims, Delhi)" <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>,
grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>
Dear Sir,
This is to bring to your notice the harassment
and mis-guidance that L&T has being subjecting us ( and Aditya) to the past 1month.
Policy Holder –
, Aditya Razdan(husband of Policy holder)
Insurance policy- 91510100597471000
Claim Number- 93510100088430
Claim intimidation – 31st March
Car - Hyunda Eon Era
Workshop- Novelty Hyundai, Pathankot
The claim was made to L&T on 31st March and
we were not-satisfied with surveyor (Manav)’s inspection. The reason was that
Hyundai, for car repairs had made a request for body-shell and Manav was
adamant on getting the car fixed in “child-parts”; we requested him the reason
for rejection as we were concerned about the safety of the occupants of the car
post-repairs. Manav refused to provide us any justification. We then requested
him to apprise us about the process to get another surveyor. Since then we have
been requesting L&T via various channels (email and telephone) to provide
us a second surveyor. L&T has denied that request multiple times.
On 11th April finally exhausted by the
surveyor’s non-responsive treatment we complained to L&T (help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> )
and on 12th April, Manipal (from L&T) called us and had a conference call
with Manav (surveyor) in which they spoke in Punjabi and Manipal told us that
he will inquire about our case from Head office (Mumbai) and will get back to
us. As per him there were holidays in Maharashtra, hence L&T was unable to
process our file for such a long time. After that there were no inputs from
Manipal and he was absconding.
We called L&T customer care helpline number
multiple times asked for some nodal officer or escalation hierarchy but were
provided none. Every time we had to call them and ask them for some hierarchy
they had no clear matrix in place.
On 14th April, we were provided Sameer’s email
address and we sent him an email informing about the treatment being met out to
us and how my wife was suffering commuting on a daily basis, but there was no
response from him as well.
On 15th April, from internet we managed to get
the email address of ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>>
and added him in the email to highlight our plight and request some action, but
there was no response from L&T.
On 18th April, after not receiving any response
from L&T we emailed to bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in><mailto:bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>>
and then we received an email from Sameer, assuring us that they had a
discussion with Hyundai and the car can be fixed satisfactorily via
child-parts. Based on his this assurance, we asked Hyundai to start repairs on
our car but now L&T is denying any such assurance to us as well.
We even added L&T grievance cell (grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>> )
in all our emails from 18th April to address our concerns, informing them of
our plight and trauma that we were being subjected to; but till now they were
quietly looking at the emails and not responding to any of the emails. They
never bothered to get in touch with us via any modes of communication, an
indication of how much harassment of customers has become a culture for
L&T. On 4th May, we received an email from Sameer, which was full of lies
which we negated, then only did Grievance cell woke up and replied to our email
on 5th May to defend Sameer.
Now L&T is forcing us to sign a Satisfactory
note to get our car, without providing us any justification for their
incompetence.
We would request you to ask L&T to
compensate us for the trauma that they have caused us for the following
inactions –
Un satisfactory redressal - No reason for
rejection of body-shell is still provided. All we would like to understand is
the safety of the occupants of the car
Delay in claim processing – It took L&T
18days and multiple escalations to finally get them to process the claim
Not providing an independent surveyor
Not having any clear escalation matrix in place
Misguiding customers – Initially they confirmed
that the car would be safe to drive and based on their assurance when we
requested Hyundai to repair the car, they are denying any such assurance.
We would request you to please impose fine on
L&T for the treatment that they subject their customers to.
Please reach out to us ( – or
Aditya- ) for any further queries or
clarifications. If required, we can share the details of all the calls and
emails that we made to L&T requesting them for the past 1 and a half month
asking about the status of our claim and how they have vehemently denied us any
service whatsoever.
Thank you and Regards,
Aditya-
-
Sent: Saturday, May 07, 2016 11:20 AM
Cc: <mailto: >;
Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Dear Mr. Razdan,
This is with reference to your mail dated May
05, 2016, regarding the subject claim.
We have reviewed the aspects of the claim and
wish to affirm that our decision regarding the claim has been taken in
accordance with the guidelines and policy terms and conditions.
We regret that the satisfaction note has not
been received by you. We are mailing the same for your reference with
this mail.
We regret to note that you are not happy with
the claim decision, in which case you may approach the Insurance Ombudsman for
Redressal, the details of whom have been shared in our previous mail.
Assuring you of our best services at all times.
Should you need any further assistance, please
feel free to write back to us or call us at 1800 209 5846 anytime between 0900
- 2100 hours and we would be pleased to assist.
Yours Sincerely,
Arundhati Chatterjee
Customer Service
L&T General Insurance Company Limited
------------------- Original Message
-------------------
Received: 5/5/2016 6:55 PM
To: grievance; grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>
Cc: ceo; ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>>;
CRM_ADMIN Last name; help; help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>>; <mailto: ><mailto: <mailto: >>;
Sameer Dhar (Motor Claims, Delhi)
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Hi Arundhati,
Many thanks for confirming another example of
carelessness and half-hearted attitude of L&T. Please find my comments to
your email in BLUE below.
Thank you and Regards,
Aditya
Mobile-
Sent: Thursday, May 05, 2016 6:03 PM
To: Razdan, Aditya <Aditya
Razdan<mailto:Aditya Razdan><mailto:Aditya
Razdan<mailto:Aditya Razdan>>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Dear Mr. Razdan,
This is with reference to your mail dated May
04, 2016, regarding the subject claim.
It would have been better if you would have
replied on that email and addressed our concerns as is that email we had
negated all the lies that your colleague, Sameer had conveyed to us.
We thank you for covering your vehicle insurance
needs with L&T General Insurance.
We regret to note, that you have had an
unfavorable experience while liaising with the company during your claim and
would like to apologize for the inconvenience caused to you in this
regard. However, while we would like to be able to cover all the customer’s
requirements, we are bound to operate within the purview of the guidelines and
policy terms and conditions.
Completely agreed. So, can you please share the
reason for rejection of body-shell, keeping in mind occupants safety.
Can you please confirm why L&T was sitting
on our file for 18days and no action was taken on our case. Is 18 days
timeframe in which your (L&T) women customers are suffering of no
importance to you (L&T).
Can you please confirm what has been done on our
multiple requests for an independent surveyor for the past one month.
Accordingly, we have arranged to address all the
queries and concerns as raised by you via our replies in the trail mail.
In none of the trail mails has Sameer till date
replied to any of our concerns. He has a couple of times tried to lie to us
though which have been negated by us.
Further, with regard to the response from the
surveyor, on raising the matter he has clarified that he was trying to explain
the assessment and was not rude during the discussions at any point of time. We
would like to apologize for any inconvenience that may have been caused to you.
Can you please confirm that if the surveyor in
the first call to customer itself says “Please give the call to another Car
insurance agent and I will explain the case assessment to him and he will
explain to you” is something that is trained to L&T surveyors or is that
acceptable behavior.
Can you please confirm that you have gone
through your surveyor, Manav’s call records and verified that after the call that
my wife, made to him (on 11th April) and in which he
disconnected the call on asking for a second surveyor option, he has actually
made any calls (attempts) to reach out to us. I am assuming that your
hypothesis stated above would be based on some facts. Can you please share
those facts. As stated earlier, Manipal called us on 12th April (after our
escalation was done on 11th April, till then Manav was delaying our case for no
reason) and in that call both of your colleagues started talking in their
native language which we could not comprehend at all and had to many times
request them to speak in either Hindi or English, can you please confirm if a
customer is stating a fact that your colleagues are downplaying their concerns,
you have taken any action on it, because for the past 1 month now what we are
seeing is L&T simply defending its personnel without even trying to
understand and address our concerns.
Also, in order to initiate direct settlement
facility to the workshop, we request you to send a duly signed copy of the
attached satisfaction note.
No form was attached with the email, please
confirm if that has been deliberately done. I am not sure about the contents of
a Satisfaction note, but based on my understanding of the term and if you would
go through the trail mail, with none of my queries being addressed, I hope you
do understand that we are not at all satisfied. Can you please what all options
do we have next- an independent surveyor, any nodal officer, Ombudsman,
Consumer court ?
We would also like to inform you that in case if
you are not satisfied with the resolution provided, you may approach the
Insurance Ombudsman for Redressal. The details of the Insurance Ombudsmen and
their jurisdiction are available on their website-www.ombudsmanindia.org/www.gbic.co.in<http://website-www.ombudsmanindia.org/www.gbic.co.in>.
Another half-hearted attempt, that you are
sharing now after we have been requesting this for the past 3 weeks. The link
to the page that you shared is not working (screenshot attached), instead of
making us run from pillar to post is it possible for you to share the details
(email or contact number) with us directly. If you cannot understand how much grief
and harassment you (L&T) have caused us for the past 1 month please note
that in our desperation to have our issues addressed by your incompetent
colleagues we have added ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>> in
the Recipients as we are under the impression that we are communicating with
the top person at L&T. In fact, after having the concerned person in these
emails and looking at your (Sameer and your) responses we are mentally
traumatized and exhausted at this point in time.
We value your patronage with us and thank you
for your understanding.
Should you need any further assistance, please
feel free to write back to us or call us at 1800 209 5846 anytime between 0900
- 2100 hours and we would be pleased to assist.
Yours Sincerely,
Arundhati Chatterjee
Customer Service
L&T General Insurance Company Limited
------------------- Original Message
-------------------
Received: 4/27/2016 7:54 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: ceo; ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>>;
grievance; grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>;
MANIPAL SINGH; <mailto: ><mailto: <mailto: >>; Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Hi Sameer,
I am not sure what has compelled you to take
this stance off late, but please let me offer some advice to you- It is okay to
make mistakes. People learn from their mistakes. Important thing is to take a
lesson from it and not repeat it.
Till date in spite of us repeatedly conveying to
you as clear as crystal in the subject of the email “Rude and arrogant behavior
of L&T surveyor” we are to date receive an apology from the person
concerned. Instead of rectifying a wrong, you (L&T) are completely ignoring
the fact.
We have made clear in the first email how we had
requested for a second surveyor but that option was and has not till date been
provided to us but telephonically denied many times by Mr. Manipal. In your
previous email dated 25th April you mention “We have never received any request
of appointment/ opinion of another surveyor, in any of the communications held
either at grievance cell or with undersigned” so does this mean we were
supposed to raise requests and inform the complete case history each and every
time I communicate with L&T ?
In the email sent to your goodself on 14th
April, it is clearly and explicitly mentioned that 14days have passed and Mr
Manipal confirmed on 12th April that due to holidays in Mumbai the file
processing was not done and he will now look into it. Now yesterday on 26th
April you (L&T) wake up and realize that file was already processed and was
not delayed at all ?
For all your remaining points, please find my
response in BLACK below.
Thank you and Regards,
Aditya Razdan
Mobile-
From: Sameer Dhar (Motor
Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Wednesday, April 27, 2016 7:02 PM
To: Razdan, Aditya <Aditya
Razdan<mailto:Aditya Razdan><mailto:Aditya
Razdan<mailto:Aditya Razdan>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>;
Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>; < <mailto:
><mailto: <mailto:
>>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>;
L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Thanks for writing back to us:
We have very carefully read the subject line and
understand the contents of the mail. Refer our previous mail Dtd 18th April
wherein it is clearly mentioned that your concern in respect of surveyor
behavior is noted.
[AR-28-APR] Please read your email carefully. In
the email dated 18th April, you by your goodself confirm “concerns towards
independent surveyor are noted”. You do not confirm surveyor behavior but
confirm that we would require an independent (another) surveyor. Please share
the next steps that you (L&T) did towards the independent surveyor, because
as much as I re-collect, I haven’t either via email or telephonic conversation
received any response or guidance on getting a second surveyor yet.
Please find our remarks once again towards
resolution as below:
1. Surveyor
is a technical personnel duly qualified from IRDA to access the loss &
Hyundai dealer is a well reputed organization known for its technical
competency & workmanship. The vehicle is getting repaired at Hyundai Dealer
by using Hyundai approved SOP (standard operating procedure) & OEM parts.
The Surveyor has explained this & the assessment in detail to your
goodself. The repairs were approved only after scrutinizing the assessment by
our technical team.
[AR-28-APR] The surveyor “Manav” or “Manipal”
have never explained assessment to us. In the words on Manav on 2nd April (of
which I have telephonic evidence) “please get some insurance person on the call
and then I will explain the car status to him and then he will explain to you”.
Mr Manipal after calling us on12th April (after we had emailed a complaint on
11th April) and informing us that he will look into our case was
absconding till 14th April and after that also after a lot of emails and calls
we have just received confirmation that the car is being fixed “via child
parts”.
I completely understand the competence of both
Hyundai and L&T technical team. I also am aware that I am a naïve person in
the field of automobile engineering, hence I am just asking the particular
reason based on which the claim for body-shell was rejected. Hyundai must have
done some analysis on the damage-impact and come to the conclusion that a
body-shell is required and L&T technical team must then have performed
another analysis and realized that the car can be fixed in child parts. I am
just asking for that reason. Our family came alive from a very serious
accident; our car had fallen off a cliff. I just want an assurance that the occupants
in the car would be safe.
2. As it is
superficially evident from your trailing mails that due to your constraint as
well in understanding the surveyor’s assessment also led to the delay in
start of the repair works of the vehicle.
[AR-28-APR] It is not superficially evident that
there is a gap in our understanding. If that would have been the scenario, we
wouldn’t have been chasing L&T via telephonic and email channels. Moreover,
there is no clear escalation hierarchy defined at L&T which has been many
times told to us telephonically (please refer email dated 15th April, 16th
April and 17th April … ) . We have asked repeatedly for some Nodal officer or
Ombudsman contact information but that has been denied to us multiple times in
all our calls to the Customer Care. If you have recordings please listen to
them else let us know.
3. As an
insurer we do not negate or justify any aspect rather believe & do
claim settlement in just & fair manner of the claim based on the principle
of indemnity strictly as per policy terms & conditions.
[AR-28-APR] Here also I completely understand,
that L&T has to work under IRDA guidelines. But instead of deviating from
the topic it would be great if you could share the reason why you (L&T) was
sitting on our file for 18 days, there were many attempts by us to reach out to
you (L&T) but no effort whatsoever was made in those 18days to update us
via any mode of communication made.
The first email was sent to email address help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> on
11th April
We have been repeatedly calling and asking Mr.
Manav for an update on the claim process and if the file has been sent for
processing or not. But the replies we have received from him are "I do not
work on Saturday or Sunday, call me on Monday". He has no idea how to
speak to Women folk. We have tried reaching out to him many times, but have not
received any response whatsoever. We asked him the process to get another
Surveyor and he said he will get back to us. That conversation happened 9 days
ago.
It is now 11 days since the car has been
surveyed by Mr. Manav and there has been no correspondence from him. Today, I
called Mr. Manav once again and asked him if he can provide an estimate on the
damage of the car and by when will it be fixed. He rudely, said I do not give
any written estimates and banged the fone on my face.
The second email was sent to you on 14th April.
There was no response from you and in that email it was mentioned (the excerpts
below) –
I am without a car for nearly a month, and
L&T people are sitting on my claim. As per Mr. Manipal there were holidays
in Maharashtra so the file processing is taking a long time. As per my
knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on
8th April). As per Mr. Manipal what has the surveyor mentioned in my claim file
that cannot be disclosed to me as that is also an internal matter.
No response was received from L&T. Since,
the above highlighted line is mentioned multiple times in our email and no
response has been provided to us either via telephone or email, it is
superficially evident that L&T has accepted that there was no action taken
our file till 14th April and we without any clear escalation matrix defined
were running pillar to post to get our car fixed. I hope you understand the
trauma you (L&T) put us through for those 18days.
Sent: Monday, April 25, 2016 7:46 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: Manipal Singh (Motor Claims, Ludhiana);
Vaibhav Misra (Motor Claims, Delhi); ;
L&T Insurance CEO; L&T Insurance Grievance
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Hi Sameer,
This blatant web of lies being spread is quite
shocking at this point in time.
Please read the subject of the email
carefully “Rude and Arrgoant L&T Surveyor”, our initial problem was with
Manav only (the surveyor hired by L&T). I hope you understand if the email
says that there is a problem with surveyor, you (L&T) must take steps of
rectify it.
Since 11th April, we have been calling because
we were completely dis-satisfied by surveyor Manav who apart from being rude
and arrogant has no idea on how to communicate to females. He rudely spoke to
my wife and disconnected the call on her face.
Has any action been taken by L&T ? Attached
is the email sent to L&T.
If you read this email carefully; which I have
highlighted in YELLOW below (for your reading), here are the excerpts–
Since, then we have been asking Mr. Manav to
confirm that the occupants of the car will be safe even after in-part repair.
But Mr. Manav has failed to acknowledge that. His only statment is that I
cannot and will not approve body-shell. We have been repeatedly calling and
asking Mr. Manav for an update on the claim process and if the file has been
sent for processing or not. But the replies we have received from him are
"I do not work on Saturday or Sunday, call me on Monday". He has no
idea how to speak to Women folk. We have tried reaching out to him many times,
but have not received any response whatsoever. We asked him the process to get
another Surveyor and he said he will get back to us. That conversation happened
9 days ago.
It is now 11 days since the car has been
surveyed by Mr. Manav and there has been no correspondence from him. Today, I
called Mr. Manav once again and asked him if he can provide an estimate on the
damage of the car and by when will it be fixed. He rudely, said I do not give any
written estimates and banged the fone on my face.
I hope you can comprehend from the email
extract, that we are seeking a second surveyor and reply from L&T about the
status of our case.
After that we complained on 11th April and
receive a call from Mr. Manipal on 12th April morning in which he was not at
all helpful. Please refer the attached email sent to you as your number we
received from L&T customer care. If you read this email carefully; which I
have highlighted in YELLOW below (for your reading), here are the excerpts–
On Monday, when a formal complaint was logged
with L&T, Mr Manipal (from Ludhiana) reached out to us (my Husband and I)
to inquire about our case. After a thorough discussion with him, it seemed he
is more interested in defending Manav, down playing the incident. We asked him
if the case that Manav has prepared of our car and sent to L&T main office,
has mention that Hyundai had requested for body-shell, he informed us that it
is internal and he cannot communicate the details of the case with us. We fail
to understand what "internal" means and if we need to file a RTI to
understand what is happening with our car case.
We had a conference call in which they (Manav
and Manipal) were communicating in Punjabi. It seemed more like we are the
outsiders. We had to request them multiple times to speak in Hindi. I still
have to receive an apology from Manav. Mr. Manipal, said he has taken up my
case and is expecting a response from L&T, Mumbai in 2 days and will keep
me updated. It is 2 days and he has not communicated anything.
It is now 14days since the claim was made to
L&T. I fail to understand how many days it will take for file to be
processed. As per Mr. Manipal there were holidays in Maharashtra so the file
processing is taking a long time. As per my knowledge there was only a single
holiday in Maharashtra for Guddi Padwa (on 8th April).
Apart from this I would request you to at least
spend some time in going through my case, show some apathy; I have been
following up with you for the past 4 weeks now; please bother to check
Communication records of your employees and I will show you the number of calls
that I have made to L&T and hours I have spent in talking as well as
sending emails.
12th April, 2016, complained ID “161804”
was made with description “not satisfied by surveyor”
15th April, 2016 – call is made to find out some
escalation as Manipal is absconding.
16th April, 2016 – call is made to tell them
that the escalation contact suggested “Amanpreet” has gone absconding.
22nd April, 2016, complaint ID “172826” “176497”
… I can go on with the complete history of my case.
I have recorded calls with Manipal in which I
have been requesting him again and again for a second surveyor and he has been
denying a second surveyor with “sir ab jaanay do” remarks. If you or any other
person would like to hear the recorded conversations please reach out to me.
I hope I have negated all your lies that you
have mentioned below with documented evidence attached with this email.
•
A request for second surveyor was made which was denied by L&T
•
“as to what survey was carried out” – what I want to understand is if in his
report to L&T Manav mentions that body-shell has been requested and the
possible cause for rejection
•
There has never been any pause by our side as we have been reaching out to
L&T via email / calls and all possible means to find somebody responsible.
All these activities have involved a lot of our time in which you (L&T) has
been comfortably sitting and not doing anything. If required I will share all
the email conversations which have transpired over the past couple of weeks.
Hope you would not stoop so low to resort to any
further lies in future.
Thank you and Regards,
Aditya Razdan
Mobile-
From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Monday, April 25, 2016 6:59 PM
To: Razdan, Aditya <Aditya
Razdan<mailto:Aditya Razdan><mailto:Aditya
Razdan<mailto:Aditya Razdan>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>;
Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>; < <mailto:
><mailto: <mailto:
>>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>;
L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Dear Sir,
Please find our reply point wise in regard to
your concern.
•
We have never received any request of appointment/ opinion of another surveyor,
in any of the communications held either at grievance cell or with undersigned.
•
We are not able to understand the phrase “as to what was the survey carried
out”. Request you to elaborate and explain in detail. Further, you may also
contact undersigned on the contact mentioned in signature.
•
Once again we would like to draw your kind attention towards the scenario,
wherein, you have been explained in detail about the repairs with the child
parts in discussion with Mr. Manipal, Surveyor and Hyundai personnel and
afterwards go ahead for repairs were given. There is no question arises over
the durability of the spares/ vehicle, as the vehicle is being repaired
with Hyundai genuine spares and job shall be carried out by competent technical
trained staff of Hyundai. You may check the same with dealership during repairs
of vehicle if you have any doubts over the workmanship of repairer. As per our
belief, Hyundai trained staff is equipped to repair said vehicle.
•
Please note that all activities in respect of your claim were paused as
approval of job was put on hold by your goodself on the ground of disagreement
over the mode of repairs. We once again shall be on the same statement that
there is no delay on the part of Insurer.
Hope your all queries have been answered.
Regards
Sameer Dhar
Asst. Manager – Claims
T +91 11 66664100 | D +91 11 66664123 | F +91 11
66664199 | M +91 9810699495
L&T General Insurance Company Ltd, 6th
Floor, DCM Building, Barakhamba Road,
Connaught Place, New Delhi-110001
Sent: Monday, April 25, 2016 5:59 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: Manipal Singh (Motor Claims, Ludhiana);
Vaibhav Misra (Motor Claims, Delhi); ;
L&T Insurance CEO; L&T Insurance Grievance
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Hi Sameer,
There seems to be some disconnect, please find
my response in black below.
In regard to technical aspects of the vehicle
after completion of repairs, hope your doubts have already been cleared as I
understand that go ahead of repairs from yours side has been initiated after
discussion with Mr. Manipal, Surveyor and Hyundai personnel.
[AR] I repeatedly asked Mr. Manipal if we could
get a second surveyor, the request was put down by Mr. Manipal saying there is
no such option available. I repeatedly asked Mr. Manipal to at least share or
update me as to what was the survey carried out by Mr. Manav. The request
was also turned down saying that all that information is “internal”. I
repeatedly asked Mr. Manipal to at least tell me the reason based on which
L&T is turning down body-shell repair. That information was also not
disclosed to me.
Please understand I am not an automobile
engineer, I gave a go-ahead only based on assurance on your email (highlighted
in yellow below). So, it is my understanding as a naïve non-automobile
engineer, based on assurance from you (L&T) that the car would be as strong
with child part as with body-shell. I would request you to please confirm the
same.
We would further like to update you on the
concern of delay, please be advised that there was no delay on the part of
Insurer as we have given approval for repairs immediately after survey of
vehicle and repairs were put on hold by your goodself on the pretext of
replacement of body shell.
[AR] In case there was no delay by L&T can
you please share the activities that were being carried out on my File (claim
number 93510100088430), since 31st March that it was intimated to L&T.
Because this refusal on your part is also coming as a surprise to me, as I have
been repeatedly escalating via emails and telephonic conversations (of which I
have all proof) and Mr. Manipal has confirmed on 12th March telephonic
conversation to me that there was a delay from L&T as Mumbai office was closed
due to holidays (please refer to the first email in this conversation chain).
Again, if you had approved the claim earlier and after 18days also are
approving the same, I do not understand what was causing the delay as there was
no effort from L&T (via email to telephone) to reach out to me at all.
Again I would like to bring to your notice that
I am not an automobile engineer, I am an ordinary man whose main concern is the
safety of the occupants of the car. Hyundai body-shop recommended to get
body-shell repaired and L&T has declined it. Both of you (Hyundai and
L&T) are automobile engineers, probably good in what you do. I do not have
knowledge about automobile engineering. At this point in time I am not sure
what is of importance to L&T.
Looking forward to your response.
Thank you and Regards,
Aditya Razdan
Mobile-
From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Monday, April 25, 2016 5:08 PM
To: Razdan, Aditya <Aditya
Razdan<mailto:Aditya Razdan><mailto:Aditya
Razdan<mailto:Aditya Razdan>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>;
Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>; < <mailto:
><mailto: <mailto:
>>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>;
L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Dear Sir,
In regard to technical aspects of the vehicle
after completion of repairs, hope your doubts have already been cleared as I
understand that go ahead of repairs from yours side has been initiated after
discussion with Mr. Manipal, Surveyor and Hyundai personnel. Further to your
another query in respect of cashless facility, we shall arrange to make payment
to dealership, in case dealership agrees over the same.
We would further like to update you on the
concern of delay, please be advised that there was no delay on the part of
Insurer as we have given approval for repairs immediately after survey of
vehicle and repairs were put on hold by your goodself on the pretext of
replacement of body shell.
From: Razdan, Aditya [mailto:Aditya
Razdan<mailto:Aditya Razdan>]
Sent: Monday, April 25, 2016 4:28 PM
To: Sameer Dhar (Motor Claims, Delhi); L&T
Insurance CEO; L&T Insurance Grievance
Cc: Manipal Singh (Motor Claims, Ludhiana);
Vaibhav Misra (Motor Claims, Delhi);
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Hi Sameer,
I haven’t heard back from you for the past 1
week. It would be great if you could respond to my email.
Also, could you please let us know if it is
possible to get cashless insurance claim from L&T for my car.
Looking forward to receive a response from you.
Thank you and Regards,
Aditya Razdan
Mobile-
From: Razdan, Aditya
Sent: Tuesday, April 19, 2016 12:35 PM
To: 'Sameer Dhar (Motor Claims, Delhi)'
<Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com><mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>>;
L&T Insurance CEO
<Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>;
L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Cc: Manipal Singh (Motor Claims, Ludhiana)
<Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>;
Vaibhav Misra (Motor Claims, Delhi)
<Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>; < <mailto: ><mailto: <mailto:
>>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Hi Sameer,
It is great to finally receive an response from
you (L&T Insurance). If I understand correctly, L&T after discussion
with Hyundai agrees that the car even with child parts will be as strong as
repair with body shell. Please confirm my understanding. As the safety of the
occupants should be of primary concern.
Now, I would request you to please direct us (my
wife and I) to the concerned authorities (point of contact) to whom we can
address our issue regarding the delay in services that L&T has caused. For
the past 18 days, we have been reaching out to all L&T contact information
we could search from the internet / helpline. There is no clear grievance
redressal mechanism in place. As communicated on 18th April –
First, Manav (surveyor) has been rude and
irresponsible though out the time he was looking at my case(31st March to 11th
April). The last straw was when he disconnected my call on my face (11th
April). His escalation resulted in Mr. Manipal coming in the picture, who after
hearing my complete story instead of asking Manav to apologize, makes light of
the matter and tells me that he will get back to me (12th April morning). Since
then he is absconding.
His escalation resulted in Mr. Amanpreet coming
in the picture, who on 15th April morning, told that he will get back and since
then there are no whereabouts of him.
It has taken L&T insurance 18 days, many
calls to Customer Care (1800 209 5846), many emails (to
help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>>
and whatever email addresses we could search on the internet and IRDA website
etc.). as there is no clear escalation hierarchy present. We have spent hours
talking to L&T employees in communicating and escalating issues over and
over again. My wife had a really tough time commuting during this time frame
all the while L&T employees were sitting on our file with leisure.
Our professional and personal life came to a standstill all because L&T
personnel were apathetic towards us.
All this points to negligence and deficiency in
services to customer.
We would request you to please let us know what
caused the delay of 18days in processing the file. As during these 18days with
no clear picture we were mentally harassed and traumatized.
Thank you and Regards,
Aditya (Mobile-
)
(Mobile-
)
From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Monday, April 18, 2016 6:42 PM
To: <
<mailto: ><mailto: <mailto: >>>; L&T Insurance CEO
<Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>;
L&T Insurance Grievance
<grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>;
Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya
Razdan<mailto:Aditya Razdan>>>
Cc: Manipal Singh (Motor Claims, Ludhiana)
<Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>;
Vaibhav Misra (Motor Claims, Delhi)
<Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Dear Mam,
We have gone through the complete details of the
case and finally arrived on the decision that vehicle can be satisfactorily
repaired with child parts after discussion with Hyundai staff. There is no
requirement of replacement of body shell as demanded in estimate. Accordingly,
job approval has been given from ours side. Hope, your grievance in respect of
repairs of vehicle has resolved.
Further, Your concerns towards the independent
surveyor are noted.
From:
[mailto: <mailto: >]
Sent: Monday, April 18, 2016 5:22 PM
To: Sameer Dhar (Motor Claims, Delhi); L&T
Insurance CEO; L&T Insurance Grievance; Aditya Razdan<mailto:Aditya
Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>
Cc: Manipal Singh (Motor Claims, Ludhiana);
Vaibhav Misra (Motor Claims, Delhi)
Subject: Re: Rude and Arrgoant L&T Surveyor
| Claim ID : 93510100088430
Hi Sameer,
I am not sure about your position in L&T
Organization as that is never disclosed to us. I am not even sure if you are
the concerned person to contact. It has been 18days since we have made a claim
and are made to run from pillar to post without anything fruitful. There is no
clear defined escalation hierarchy also.
First, Manav (surveyor) has been rude and
irresponsible though out the time he was looking at my case. The last straw was
when he disconnected my call on my face. His escalation resulted in Mr. Manipal
coming in the picture, who after hearing my complete story instead of asking
Manav to apologize, makes light of the matter and tells me that he will get
back to me. Since then he is absconding.
His escalation resulted in Mr. Amanpreet coming
in the picture, who on 15th April morning, told that he will get back and since
then there are no whereabouts of him.
Today, morning I received a reply from you,
which brought some hope that some update would be provided to me but another
day has passed and there is no update provided whatsoever.
Seems, L&T's main objective is to harass
customers only. Highly disappointed by the treatment met out to me. At this
point in time I am not sure whether surviving the accident was more traumatic
or the way my case is being handled by L&T.
I would request you to please direct me to the
concerned person in the Organization.
Thank you and Regards,
( )
Aditya Razdan( )
On Sun, Apr 17, 2016 at 2:09 PM, Sameer Dhar
(Motor Claims, Delhi)
<Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com><mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>>
wrote:
Dear Manipal,
Please send me complete details of case at the
earliest.
From:
[mailto: <mailto: ><mailto: <mailto: >>]
Sent: Thursday, April 14, 2016 4:28 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: Aditya Razdan<mailto:Aditya
Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>
Subject: Rude and Arrgoant L&T Surveyor |
Claim ID : 93510100088430
Hi Sameer,
After inquiring from L&T insurance helpline,
I have been informed to reach out to you in case of having a disfavourable
experience. It has been 14days, since a claim was made for my car, the details
for which are as under -
Surveyor- Manav -9915032311.
Insurance policy- 91510100597471000
Claim Number- 93510100088430
Car - Hyunda Eon Era
Workshop- Novelty Hyundai, Pathankot
Issue- As per Hyundai Body-sheel needs to be
changed. Mr. Manav is approving only in-part repair of my car. My concern is
safety of occupants which is not of importance to Mr. Manav
I have had nearly no communication from L&T
whatsoever. Till date, I tried to contact Mr Manav many times, only to be met
with a rude and arrogant person who is not at all helpful. The last straw was
when I requested from him the reason for rejecting body-shell and approving
in-part repair, he banged the fone on my face.
On Monday, when a formal complaint was logged
with L&T, Mr Manipal (from Ludhiana) reached out to us (my Husband and I)
to inquire about our case. After a thorough discussion with him, it seemed he
is more interested in defending Manav, down playing the incident. We asked him
if the case that Manav has prepared of our car and sent to L&T main office,
has mention that Hyundai had requested for body-shell, he informed us that it
is internal and he cannot communicate the details of the case with us. We fail
to understand what "internal" means and if we need to file a RTI to
understand what is happening with our car case.
We had a conference call in which they (Manav
and Manipal) were communicating in Punjabi. It seemed more like we are the
outsiders. We had to request them multiple times to speak in Hindi. I still
have to receive an apology from Manav. Mr. Manipal, said he has taken up my
case and is expecting a response from L&T, Mumbai in 2 days and will keep
me updated. It is 2 days and he has not communicated anything.
It is now 14days since the claim was made to
L&T. I fail to understand how many days it will take for file to be
processed. As per Mr. Manipal there were holidays in Maharashtra so the file
processing is taking a long time. As per my knowledge there was only a single
holiday in Maharashtra for Guddi Padwa (on 8th April).
Looking forward to your support and extended
co-operation.
Thank you and Regards,
(Mobile- )
Aditya Razdan (Mobile- )
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