Mar 21, 2012 03:27 PM
6710 Views
(Updated Mar 21, 2012 03:27 PM)
One of the poorest service providers I have come across
My first hand experience
I saw the ad for iclick2protect online term insurance followed by a news article in Economic times sometime in first week of January 2012. Impressed by HDFC brand name and since I am banking with HDFC bank from past one decade I thought its time to buy insurance product from them as I was looking to upgrade my life cover.
I went ahead and bought the policy for a cover of INR50Lacs. This was on 10th Jan. Since I have bought similar products earlier I was well aware of the process and the required medical tests which are mandatory when you take higher amount life cover. Buying process was smooth, website was quick to load and got an acknowledgement instantly and money promptly debited from my card.
The application had a column where one need to describe the disease details one’s parent(s) suffering from. There was only one row to fill in details, and since both of my parents have hypertension and diabetic history, I called them up next day and asked them to add these as there was no provision for multiple entry in the form. I was as promptly sent the declaration form where I filled in the details and mailed them back. Along with this I emailed all the other required documents viz. attested PAN card copy, attested company letter on letterhead stating my last 3 month’s salary, latest BSNL phone bill for address proof, passport size photograph.
WAIT WAIT.
From second week onwards I could see the advertisements aired on TV channels about this term plan that said get insured in 10 minutes. I happily told few of my friends that I have bought this policy and expecting my documents soon. At that point I was totally unaware of the painful experience I was to undergo. There was a long silence from HDFC and in between I called them up 3 times(its really very tough to get through the customer service desk helpline – one is lucky if customer service executive response in 4-5 attempts). I was told to wait and someone from HDFC would get back to me with the details if I have to undergo medical test. I waited for about 3 weeks and then on 17th Feb, 2012 I got a call for a scheduled medical test on 20th Feb at a diagnostic center at Matikhere, Bangalore. I was told to come empty stomach(fasting) at early morning 8am. I happily obliged and went to the medical diagnostic center which was about 15 KM from my residence. A big surprise was waiting for me at the center as there was no intimation to the centre about my medical tests. I had taken half a day leave for the tests and I was very disappointed when I was told bluntly to contact HDFC life as there is no schedule for my medical tests. I somehow maintained my composure and asked them to call up the contact at HDFC and get the details and get the tests done. They were helpful and they got the details and I underwent the prescribed tests. They took about 5 hours for the entire process; my whole day went for a toss.
MORE WAIT
Now on 21st Feb, 2012 I received a letter through courier for the additional requirements of IT returns for the past 3 years. I promptly dispatched the scanned copies of ITR for the last 3 financial years on 22nd FEB, 2012. I would like to state that I am very accurate about the dates as everything is email based with I term policies. Then the never ending wait started. I called up on 5th march, 2012, they told its under process. On 15th March they confirmed to me that they received the ITR and no document is pending from my side and I can expect the policy documents anytime. I was happy.
Rude Shock!
Today 21st march, 2012 I got a call from their Mumbai processing unit that I have not submitted my income proof that is 3 years ITR requested by them. I confronted and told the person that I have a proof in my email box that I sent you the documents on 22nd FEB, 2012 that is about a month ago. Person told he will update the status and hung up. Immediately I called up the customer service helpline to get a rude shock that HDFC has cancelled my application for lack of income proof. I tried reasoning with the lady at the other end, but she told that she can merely read the status against my application number and doesn’t have any details. I got a rude shock and kept the phone.
World is not going to end for me but HDFC life surely have lost a genuine customer.
The best about iclick2protect:
The processing request only takes 10 minutes through website(and the good part ends here)
The worst:
Painful to get through toll free number(need to attempt at least 10 times)
Absolutely ZERO co-ordination among the departments(my diagnostic centre had no clue about my scheduled appointment with them)
Ill-informed customer service agent .
No, I repeat NO communication from HDFC about the policy status
No acknowledgement of documents sent through email
Absolutely ZERO communication about policy cancellation(I came to know my policy application is canceled when I called them up)
No integrity in the process(I was told twice that they have received all the required documents and policy documents are about to be dispatched – when I called them today I was told rudely that the policy application is cancelled for want of my ITR which I emailed them about a month ago)
My verdict
To sum up, I had a really bad experience from HDFC life, and I would recommend others also to stay away till they sort out the teething issues. This was never expected from a company linked to HDFC.
