This is with reference to my worst experience with ICICI Pru Life Insurance company and I want you to know how pathetic their post sales services and we as a customer have to suffer because of their fault.
Let me share the entire experience:
It’s been over 5 years I opted for their Health Saver plan (Yes, they have offered this health saver plan during that time) and I have been paying 15K INR for 5 Lacs INR of health insurance cover for Me and My Wife. At the time of policy enrollment I was informed that, you can easily add your son / daughter names in the future.
Last year in May 2017 when we blessed with a Baby boy, I wanted to add his name to my ICICI health insurance policy and hence I login to customer iciciprulife com online portal to learn more about the process. Sadly, there were no proper information available on ICICI Pru Life Insurance website but I came across this tab where my agent information was provided:
Actually I was not even aware how this agent was listed there but I gave him a call and asked for the information. He said, he will get back to me in few days! I waited for 2-3 days but did not receive call and then I again called the same guy.
I will only be able to add my son’s name in this policy during the next renewal cycle
Which was in April 2018 (Almost 11 months from the birth of my son). It was my mistake I trusted this person from ICICI Pru Life Insurance company and did not verify the information – Generally we trust the authorized person and we believe the information they provided is correct but in this case I was wrong.
Last week of March 2018 when there were around 15 days left in renewal, I visited ICICI Prudential Life Insurance office located near Pakvan, Ahmadabad.
I was shocked to hear their feedback:
“Sir, it is not possible to add your son’s name in this policy now!”
I was like WTF?
I asked why?
As per policy terms, you need to add the name within 90 days from the date of birth!
I explained them my conversation with their repetitive and they were ready to accept the form and replied
We will forward this case to our head office but can not say anything now!
I had no other option left and submitted the form!
After 5-6 days, I received a reply that you need to submit PDR! I again contact the brand and they said, you already did it and it was the email by-mistake!
I wasted around 15 days in such conversation with no proper outcomes and the renewal date came. They asked me to renew policy which I did on same day to avoid any additional issues.
Finally after around 20 days the decision came:
This is to confirm that we have added kid-1 to your policy. However, as per the policy terms, the coverage for him will start from 06/04/2019
I replied why from next year?
I called the branch, I called their customer support, I wrote them email but no proper answer provided so far.
Here I was misinformed by their representative and hence I had to wait for almost 2 years from the birth of my son to get him covered under our existing policy.
Who will be responsible for any loss may occur in the future?
They can easily refuse this by saying about their policy terms which may written in small font somewhere in middle of those 30 pages booklet but what about the information provided by their representative?
Who is responsible for this?
AT THE END, THE LOYAL CUSTOMER WHO KEEPS PAYING PREMIUM REGULARLY HAS TO SUFFER!