Jan 15, 2021 11:22 PM
8297 Views
I am following up on my daily cash allowance for more than a month now. To date, they have not settled the claim.
Their customer service is horrible and poorly trained. Here are the details.
On Sep 4th, 2020, I was hospitalized and discharged after 6 days.
As per the policy I am eligible to get Rs 2000 as a daily cash allowance if I am hospitalized. I was told by Customer care reps that I can file for a Daily cash allowance only when the hospital bill is settled. so I waited until Dec 10th, 2020 and when I checked back via the customer care call center, The telephone guy told me to fill the claim form and submit it along with Aadhar card copy and Cancelled cheque. Since I did not carry a cheque book, he asked me to submit the NEFT Mandate form attested by my bank. He also assured from the date of submission, the claim will be processed within 15 days.
I submitted all the documents on Dec 11th, 2020, and sent email ids of claims, Customer's first email address. I waited until Jan 4th, 2021 but still claim amount was not settled. So I started to follow up with Care insurance customer care via emails & call centers. Every time they told me my claim will be processed in 3 days, 2 days, etc. On Jan 11th when I did a vigorous follow-up, only after that the telephone rep submitted the actual claim request. Looks like Sadly for 1 month no one took action and my claim was not submitted by the care insurance team.
For the past two days, I am getting the status that I have to send a canceled cheque. It Looks like your claim team is not reading emails properly. either they give falls assurance or ask for the same document again, again, and again. I have observed many times, they put my call on hold for a long time and disconnect the call abruptly. Today I was talking to one of their customer care rep, he said since I sent claims documents to multiple email ids my claims are not processed. he strictly told me if I need my claims to be processed I must send them to only one email id that is Claims@careinsurance.com.
According to him if I copy both emails Claims@careinsurance.com. and customerfirst@careinsurance.com correct team will not pick up.
This is the height of ignorance and cannot irritate a 3 years loyal customer beyond this. I don't know what to say but looks like the care insurance claim team is very lethargic, lacks proper training, and has abundant Incompetent reps.
if claim settlement is very boring and makes the customer follow up like anything, asking to send the same document again and again, disconnecting calls abruptly does not look good. These are a pathetic way of servicing. It makes us feel that care insurance is only behind collecting premiums and avoids customers as much as possible,
so far I have sent 23 Follow up emails, 5 reminders, 9 phone calls, and 7 chat with, Twitter DM. The outcome is zero, basically, the claim is not settled yet.
My chasing saga continues and I don't know how many follow-ups I have to make to get a Daily cash allowance.
Pls, do not prefer this insurance.
