Hi,
This is to let everyone know of my experience with ICICI Lombard claims process.
I filed a claim in March beginning through my group insurance policy given by my employer.
The ICICI Lombard executive (name Praveen, he is not traceable on his mobile number 9886530051 since 3 months now) was the one who took up the processing as he does for all employees. Some documents (but no bills) were found missing for which ICICI Lombard raised a 'query' to me through this guy and the same was addressed when I submitted those documents (discharge summary from the hospital).
There was a lot of delay in processing. As I trusted this guy, I kept believing that there were reasons for delay (I wish I had escalated just then). Finally after 5 months or so, he told me that the claim had been approved. Note that there was never any communication to tell me if the bills were missing.
Finally I was told that the cheque had been dispatched to my employer also, but then I came to know that the amount was 5000 less than what was expected.
I now raised a complaint to ICICI Lombard. Since my employer had severed the contract with them, I could not have pursued it through them. ICICI Lombard replied by saying that the bills were missing. However, note that this Praveen guy had taken all original bills and had possibly misplaced it himself. Now that it is so late, it is not possible for me to get a copy of the bills also (I had trusted their process so much that I never thought there was a need to keep a copy and in any case, they ask for originals only).
On questioning ICICI Lombard on the following points, I have not got specific reply (despite pointed questions) to the following -
- Why was there such a delay and why did they not ask me for missing bills right at the beginning instead of telling me 5 months later.
- The Praveen guy had gone missing since he last told me about the approval. I asked them to question him and tell his standpoint, but they haven't bothered to even answer on that point
- I kept asking them who is responsible for the delay and for depriving me the chance to produce the bills, again there is no clear answer from them. They keep asking me to produce the bills as a general reply instead of taking up responsibility.
I even spoke to a person called Dilip Kumar (kumar.dilip@icicilombard.com) who directly used to handle everything with my employer and even he kept saying the same thing and did not own up to the mistake.
What ICICI Lombard is taking chances is with the fact that no one will go legal with this kind of stuff. However, I plan to in some way.
I would not suggest ICICI Lombard to anyone if it is a matter of health insurance. Or make sure you have all communication backed up completely with data / documents.
Thanks,
Alok
This is to let everyone know of my experience with ICICI Lombard claims process.
I filed a claim in March beginning through my group insurance policy given by my employer.
The ICICI Lombard executive (name Praveen, he is not traceable on his mobile number 9886530051 since 3 months now) was the one who took up the processing as he does for all employees. Some documents (but no bills) were found missing for which ICICI Lombard raised a 'query' to me through this guy and the same was addressed when I submitted those documents (discharge summary from the hospital).
There was a lot of delay in processing. As I trusted this guy, I kept believing that there were reasons for delay (I wish I had escalated just then). Finally after 5 months or so, he told me that the claim had been approved. Note that there was never any communication to tell me if the bills were missing.
Finally I was told that the cheque had been dispatched to my employer also, but then I came to know that the amount was 5000 less than what was expected.
I now raised a complaint to ICICI Lombard. Since my employer had severed the contract with them, I could not have pursued it through them. ICICI Lombard replied by saying that the bills were missing. However, note that this Praveen guy had taken all original bills and had possibly misplaced it himself. Now that it is so late, it is not possible for me to get a copy of the bills also (I had trusted their process so much that I never thought there was a need to keep a copy and in any case, they ask for originals only).
On questioning ICICI Lombard on the following points, I have not got specific reply (despite pointed questions) to the following -
- Why was there such a delay and why did they not ask me for missing bills right at the beginning instead of telling me 5 months later.
- The Praveen guy had gone missing since he last told me about the approval. I asked them to question him and tell his standpoint, but they haven't bothered to even answer on that point
- I kept asking them who is responsible for the delay and for depriving me the chance to produce the bills, again there is no clear answer from them. They keep asking me to produce the bills as a general reply instead of taking up responsibility.
I even spoke to a person called Dilip Kumar (kumar.dilip@icicilombard.com) who directly used to handle everything with my employer and even he kept saying the same thing and did not own up to the mistake.
What ICICI Lombard is taking chances is with the fact that no one will go legal with this kind of stuff. However, I plan to in some way.
I would not suggest ICICI Lombard to anyone if it is a matter of health insurance. Or make sure you have all communication backed up completely with data / documents.
Thanks,
Alok
