Complaint Details

Status	:	Closed
Complaint No	:	0001892/2012
Category	:	Insurance
Date	:	13-02-2012
Subject Line	:	Harrasment Issue
Complainant	:	Unmesh Sharma
Address	:	43 1st Floor Ansals Garden Enclave Hapur Road
Complainee	:	Iffco Tokio General Insurance
Address	:	4th & 5th Floor Iffco Tower Plot no 3 Sector 29

Complaint Details
I have tried to renew my policy with Iffco Tokio and since February 1 till now I am just being provided with mental harrasment by the head of Iffco Tokio call center Mr. Prashant Madhukar and their call center agents. Whenever I am calling to their call center to check for my claim status, the agents verify my name and disconnects the call. They have informed on a call that their manager Mr. Prashant Madhukar has asked them to do so. I am trying to get hold og Prashant at his mobile, he never answers the call. I have also sent many of sms but none was replied. I have several recordings with me verifying the same. I have spent like more than 500 Rs calling the Iffco Tokio Noida branch, Delhi branch, and call center but all in vain. Recently, on Saturday night I was threatned by couple pf Iffco Tokio agents who were supposed to visit my home to collect cheque and provide me with cover note. I have emailed Prashant many times but none was responded. Detailed email that was sent to Prashant Madhukar is as follows:

Hi All,

This email is from Unmesh Sharma. Below is the email for your reference. As per the telephonic conversation with one of the best team of Ikkco Tokio Insurance team based in Noida, the details of the issue is as follows:


February 01, 2012, I tried renewing my Wagon R policy with Ikkco Tokio online (on official website). I was having issues with www.ikkcotokio.co.in so I called customer service at 18001035499 and had a word with
one of the customer service executive. He informed me that there might be some technical issues with that website and asked me to log on to different webiste www.igtionline.com. I checked and found that the other website www.itgionline,com was working fine so I started the process of renewing my car's insurance. After entering few details, I reached to a page wherein it was asking to mention the Inception date. As my policy is expiring on 07th Feb 2012 at 12:00 am IST (midnight today) so I entered Inception date as 06th and 07th February 2012 but it was not accepting it and was showing an error. I called customer service again and informed same. I informed that representative (over the phone) that as my policy is going to expire on 07th Feb 2012 Midnight 12:00 am so what should I enter in Inception date. He initially informed me to enter 07th Feb 2012 as an inception date for which I informed him that I have already tried it and it is not working. He logged in to the website aat his end and asked for my details. After checking the details, he said he is able to enter 08th Feb 2012 as an inception date and can move ahead so asked me to enter same date as an inception date. I entered same at my end and it worked then I requested him to be online with me so that I can complete the form without any further problems. I kept on asking him what to do next. At a page where we need to choose if we need to insure drive or not or need to insure the passengers, I clicked to check the premium amount on that page and was showing the premium as Rs. 8980.54 but when he asked me to enter the dicount code as ITGI0911 on next page, the premium of Rs.8980.54 was discounted by 5% and was showing something around Rs, 7990 approx.

But when I finally tried to enter my debot card details, the website was not moving ahead for which the agent asked me to try after some time and entire process remains same. I tried on next days i.e. 2th Feb and 3rd Feb but then it was not acceoting the discount code and the final amount was coming as Rs 8980.54 (which was not on 1st Feb as on that day it was shoing 5% discount on Rs.8980).


February 03, 2012 : Called customer service again reported the issue for which I was informed that the discount code is correct as ITGI0911 but as it is not accepting and giving me 5% discount so I was advised to renew the policy and then policy is done, their team will notify Noida branch to check and provide 5% discount as it might be due to any technical fault.

February 04,2012 : I started the process of getting my policy transferred to Iffco Tokio and submitted all the details. To be on safer part, I callled customer service again and provided him with all the details to check if I entered them correctly. Customer service representative stated the details I entered are correct and confirmed me that as soon as I get the conformation of payment processed, I will get a copy of my insurance in my email that h.as been entered. I again informed him about discount code not working for which he said that let it be the same and then Noida Branch will take care of it.

I made a payment for Rs.8980.54 using my SBI debit card and got a confirmation email that the payment has been received.

February 05, 2012: After waiting for more than 24 hours, when I did not get any copy of the renewed policy, I contacted the customer service again and then the way I was treated was like a shock and made me to think that coming to Ikkco Tokio was my biggest fault.

I called and spoke with Anshul, he said the reason why I did not get a copy of my policy is because of technical fault. I informed him that the day when I was making payment I was confirmed by one of your representative that as soon as the payment will be processed, I will get an email copy of my policy. Anshul confirmed it saying yes that is the normal procedure but of any technical fault arises then they are helpless. I said how come there was no technical fault while taking the payment? He was not able to answer me and when I asked him to transfer the call to his manager, he refused for it saying being a Sunday, there is no supervisor available. I informed him saying that Anshul listen if you say this then let me tell you that it might be your bad luck that you are on recorded line and considering this as an harrasment, it will take few minutes for me to get an approval and get it broadcasted on Star news channel..

He then asked me to be online and transferred the call to his Team Leader named as Pratap Singh. I was on phone with Pratap for alomost 2 hours and the only thing I was getting from him was big NO for every question that I put up with him. I asked Pratap to transfer the call to his senior most level for which he said, on weekends he is the senior most person in that call center and his seniors do not work on weekends. I asked him that being in customer service and claiming that Ikkco Tokio has 24*7 customer service, then why cant I get hold of his senior for which he said Ikkco Tokio claims 24*7 customer service and he is there for it not necessary or documented that seniors should be there n office on weekends.

I asked him to provide me the address for his office and threatned him that I can have a team from Star news there at his location for live coverage in 15 minutes for which he denied s.aying he cannot. I asked him for the mobile number for his boss or any of Iffco Tokio head office manager for which he said he does not have that informarion and noone can help me before Monday. I said if that is the case then now lets take it up as a case of fraudlent and harrasment claiming when your employee confirmed that I will be getting copy of insurabce in email in few minutes after making payemtn then why I did not have it. Pratap said it takes 24 hours to get copy in email. I said was not informed this and this is even not documented on your website either for which he said I dont know what is doucmneted and what is not.

I had some rude comments with him as he was 100% illetrate person sitting at a position to drive his team but I thought Anshul is 1000 times better than his TL because when a team leader is like this then nothing can be expected from his team.

I asked the name of his boss whom I can contact on Monday for which he said, he can arrange a callback from his boss named as Elizabeth Fernando. I said I need name for supremo of your call center and for which he said Elizabeth Fernano is head of his call center and he reports directly to her and noone else is there in hierachy.

He also provided me with the names whom i can contact on Monday as Mr. SK Kedia (CEO) sits at Gurgaon head office, Mr. Sanjay Khanna sits at Delhi office, Renu Pant at Noida location.

I asked him the reason why I have not received any discount after entering the discount code for which he said it might be technical error. I asked why should I suffer when it is a fault or error from your company's end for which I was given with a reply as technical error can arise anytime so why should Ikkco Tokio bear. Now we have received the payment then nothing can be done and we will treat you the way we want. I asked him to cancel the policy and revert the payment for which he again asked me visit Noida branch on Monday as he cannot cancel. I asked him when you can get it renewed online then why can't you cancel. He said it can be done from branch office only and again the answer was NO when I asked why it is not documented as policies and procedure on ther website.

February 06, 2012: I called and asked for the status for the callback that was arranged by Pratap yesterday as I was informed that Elizabeth will be calling me in 24 hours and it is more than that now. I was informed that Elizabeth Fernando is working on the issue and will be calling me in next 30 minutes. I have not received any response as of yet.


Issues needs to be taken care of:

(1) Why I did not get 5% discount on Rs.8980.54 when I even entered discount code as ITGI0911 and was showing the discounted price on February 01m 2012 but bot on February 02, 03 & 04, 2012?

(2) I informed the customer service executive about Inception date but he asked me to enter it as February 08,2012. I also informed him that my current policy from National Insurance is getting expired on 07th 12:00 am which is midnight 06th February. Now he asked me to enter Inception as Feb 08 then the policy starts from Feb 08 but why should I be without any insurabce civergare on Feb 07th as my policy expires tonight at 12:00 am and next would be February 08? What should I do for Feb 07????

(3) Who is Elizabeth Fernando??? As Renu maa'm and Mr. Aggarwal confirmed that Elizabeth is no longer working with concerned department?


My present insurnce details are as:

Car Owner's name : Mrs. Rajesh Sharma

Address : C-76, Samrat Palace, Garh Road, Meerut

Model of Car : Maruti Wagin R LXI BS-4

Year of Manufacturing : 2011

Engine number Chasis No : 1360470-215046

Registration Number : UP15 / AS - 4619

Previous Insured with : National Insurance



Please check the same and do the needful. Kindly revert for any clarification at +91 9891352464.

I would also take the oppurtunity to appreciate the experince I had while discussing the issue with Ms. Renu and Mr. KK Aggarwal over the phone.



Thanks,

Unmesh Sharma
Mob: +91 9891352464


Sendong email is as

Hi Prashant,

This is in regards to the email mentioned below. As per our numerous telephonic conversations on February 09,2012, I was informed that the policy is going to be cancelled and Amit from Noida branch will be visitng my home to collect the cheque for the new policy. Also, there was an assurance for a callback from your end at 4.30 pm (was supposed to be on February 09,2012).

Now, I have contacted Amit at his mobile number +919716000294 and he asked me to call someone named as Amit Tyagi at +919910923928. I called and spoke with Amit Tyagi several times and he was just giving me false promises by saying he will be visiting my place to collect the cheque and hand over the cover note in next 15 minutes (he was saying saying till 5.30 pm on February 09,2012) but never turned up at my place.

I started called Amit (Noida office) +919910923928 and informed same for which he replied by saying that he is busy in attending a marriage for one of his relative and cannot process it faster and advised me to wait for Amit Tyagi only.


Now February 9, 2012 passed and no response from your end (which was supposed to be at 4.30 pm) and also no one showed or updated me with next suitable time to collect the cheque.

Later, starting February 10,2012, I started calling Amit (Noida branch) again and he said he is unable to collect and I need to check with Amit Tyagi only. This started from 1:00 pm since then till 6:00 pm Amit Tyagi was just providing me with fake promised that he will be at my place in 15 minutes which actually his 15 minutes never actually happened in 24 hours.

Then I started calling your number +919810901123 but you kept on disconnecting and then I even dropped you several messages with high urgency and normal but they were not even responded. So I went on calling Ikkco Tokio grieviance team at +919582071825 and spoke with a gentleman who bluntly stated that the number I called is his personal mobile number and he would not like to hear my complaint on it and hung up the call. I again called him and asked him to get me connetced to his manager as on February 9, 2012 he assured me that his manager will be giving me a callback in 15 minutes which never happened in actual. He refused for it and hung up again.

Then I called Mr. Neeraj Verma (Noida branch) and requested him to help me with it. He is the person who knows in and out of the issue what exactly happened and he is the only one who seems to be co-operative and kept on trying helping me out even beyond his limits.

Finally, today i.e. February 10, 2012 at 5.20 pm I called Amit Tyagi for 10th time and informed him that I am now on my way to office so there is no point coming to my home now. He said he will take just 15 minutes and about to leave from his office. I said if that is the case let's meet at your office located in Raj Nagar Ghaziabad as I will have my caby to follow that route. On the other side, Amit Tyagi informed Mr. Neeraj Verma (Noida branch) that he is at my home waiting for me (though just 2 minutes back we decied to meet at his office). I called Amit Tyagi again and asked to wait at his office but then he said his wife is not keeping well and HE IS NOT AN EMPLOYEE OF IKKCO TOKIO SO HE WILL DO THE POLICY AT HIS OWN CONVINIENCE and is doing a help for Amit (who is at Noida branch).

Now final result, I am no where because of Ikkco Tokio's , harrasment, worst customer service I am running without any policy and coverage for my four wheeler. Now as you already cancelled my previous policy, stated in below mail and you promised that I will get the new cover note by Feb 09 but it is no covered til date so I NEED A WRITTEN EXPLANATION ON IF SUPPOSE MY CAR MET WITH AN ACCIDENT OR IS STOLEN THEN WHO IS RESPONSIBLE FOR IT?????

IF ANY SUCH THING HAPPENS I NEED 100% CLAIM FROM IFFCO TOKIO.


Kindly reply or get back to me at my mobile : +91 9891352464 If I don't get any response then I would take it to consumer forum by tomorrow and would like you to be ready for giving me 100% claim.



Thanks,
Unmesh Sharma.

This second email was copied to you at ccomplaints@irda.gov.in as well. I tried asking to get me connected with Prashant's senior for which I was informed that Prashant Madhukar is the whole sole care taker. Also, I have a writted email from Prashant Madhukar od dated February 09, 2012 stating that my previous policy was cancelled on that day itslef and I will be getting the refund in 4 days but today when I called the call center on Feb 11th, 12th and 13th, the agents confirmed me that the policy is still active (which was supposed to be cancelled on Feb 9 as per his email). I called policy department at 01145787386 and spoke wih Deep, she confirmed that teh policy was cancelled today 5 minutes prior to my call and not on February 9th. My previosu policy number is 78998231. I have requested call center agents to let me speak with theri managers or arrange callback, they always say that their manager will call me back in 2 days but noone called and when i ask for reference number for my complaint, the agent says that they just enter in email for the issue and do not have any procedure for providing reference number for any complaint.

I have several recordings as well that I am trying to attach below but they are not getting attached. Please gudie me if I can send them as an email for further verification?

I would request you to please look into the issue and help me in filing a claim for mental harrasment.

Please feel free to contact me at 09891352464 for any further clarifications.


Thanks,
Unmesh Sharma

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