L&T Grievance cell showing incompetence

Dear Amreen,

Any response would be appreciated. 28th June was the date when all the documents were submitted and the claim refund should have been done.

Thanks,
Aditya

From: Razdan, Aditya
Sent: Friday, July 08, 2016 6:11 PM
To: 'grievance' <grievance@ltinsurance.com>; 'L&T Insurance CEO' <Ceo@ltinsurance.com>; 'sameer.dhar' <sameer.dhar@ltinsurance.com>
Cc: ' ' < >; 'Bimalokpal Delhi' <bimalokpal.delhi@gbic.co.in>
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Amreen,

You seem to be either suffering from memory loss or are not in the mood to work or you have to be reminded about your tasks daily.

Either way, yesterday on call you had told me that you will share today, 8th July 2016, claim transfer details. Please let me know on what date the amount was finally transferred by L&T to the insured’s account. Please also share the Transaction ID with which we may follow up with the Insured’s bank.

Assuming that you will immediately email me the transfer details as soon as you receive, I still do not understand why a simple communication of claim transfer details, amongst departments within L&T is taking so much time.

This carelessness just goes on to show if Grievance cell itself is full of people who are capable of nothing more than incompetence and lying, what little the customers can expect from the staff of L&T.

Thanks,
Aditya
From: Razdan, Aditya
Sent: Thursday, July 07, 2016 7:07 PM
To: 'grievance' <grievance@ltinsurance.com>; 'L&T Insurance CEO' <Ceo@ltinsurance.com>; 'sameer.dhar' <sameer.dhar@ltinsurance.com>
Cc: ' ' < >; 'Bimalokpal Delhi' <bimalokpal.delhi@gbic.co.in>
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Amreen,

As discussed on call today, thank you for confirming the following :-

1.    Even though you (Grievance cell) had to respond within 3 business days, you took 4 business days (9 days in total) and repeated reminders to make a phone call to your internal department to find out what was happening with my case.
2.    Even though on 28th June all the documents were submitted in person to Om Prakash and I was informed by him that the claim refund would be done immediately, it was done today after 9 days.

Both these examples cite the how L&T has been harassing us for the past 4 months. How there is serious lapses in processes at L&T causing delay in claim processing and refund to the customers.

As discussed on call today, please share the claim transfer details tomorrow.

Thank you and Regards,
Aditya

From: Razdan, Aditya
Sent: Thursday, July 07, 2016 12:15 PM
To: 'grievance' <grievance@ltinsurance.com>; 'L&T Insurance CEO' <Ceo@ltinsurance.com>; sameer.dhar <sameer.dhar@ltinsurance.com>
Cc: ' ' < >; 'Bimalokpal Delhi' <bimalokpal.delhi@gbic.co.in>
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Grievance cell,

Another reminder. This just goes on to show your incompetence.

Please reply to my email and let me know if your colleague Om Prakash was lying on 28th June when the documents were submitted to him in person.

Please let me know to which concerned team has my claim refund forwarded and what are they doing with my refund status.

Dear CEO,

Thank you for being a mute spectator and not taking any action for the past 4 months. I am sure you must be really proud of your work.

Thanks,
Aditya

From: Razdan, Aditya
Sent: Wednesday, July 06, 2016 12:32 PM
To: grievance <grievance@ltinsurance.com>; L&T Insurance CEO <Ceo@ltinsurance.com>; Bimalokpal Delhi <bimalokpal.delhi@gbic.co.in>
Cc:   < >
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Grievance cell,

Please reply to my email and let me know if your colleague Om Prakash was lying on 28th June when the documents were submitted to him in person.

Please let me know to which concerned team has my claim refund forwarded and what are they doing with my refund status.

Dear CEO,

Thank you for being a mute spectator and not taking any action for the past 4 months. I am sure you must be really proud of your work.

Thanks,
Aditya

From: Razdan, Aditya
Sent: Tuesday, July 05, 2016 5:29 PM
To: grievance <grievance@ltinsurance.com>; L&T Insurance CEO <Ceo@ltinsurance.com>; Bimalokpal Delhi <bimalokpal.delhi@gbic.co.in>
Cc:   < >
Subject: Re: Harassment by L&T | Claim ID : 93510100088430

Dear Kaustubh,

You seem to have come now but I have been cooperating for the past 4months. Instead of these generic nonsense emails, please tell me which is the concerned team to which the refund request has been forwarded and what are they doing with the request.

I had submitted all the requested documents on 28th June to Om Prakash as requested by Amreen, and Om Prakash had told me that the claim would be immediately credited to the insured account. Please tell me if your colleagues was lying at that point in time.

Dear CEO and Bima Lokpal,

You are being added in this email to take some action regarding the kind of incompetence that is running in L&T and how we (customers) are being harassed. It has been 4months and even after you both being marked in all emails all you have done is be mute spectators to the whole episode.

Seems, this incompetence and harassment runs from the top. I am for the last time requesting you very humbly to transfer the amount to the insured's account and stop testing my patience.
For 4months CEO (L&T insurance) and Bima lokpal have been copied in all emails and have taken no actions whatsoever.
If you will keep harassing me in this manner I would be forced to and would not shy away from reporting this matter to PMO's office.

Aditya Razdan
PRINCIPAL CONSULTANT
HighPoint Solutions
Main Office: 610.233.2700
Mobile: +9191 
Aditya.Razdan@highpointsolutions.com


________________________________________
From: grievance <grievance@ltinsurance.com>
Sent: Tuesday, July 05, 2016 4:30 PM
To: Razdan, Aditya
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,
This is with reference to your mail dated July 4, 2016, regarding claim refund.
We wish to inform you that we have forwarded your details to the concerned team. We shall respond you shortly.
We request your cooperation in the interim.
Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.
Yours Sincerely,
Kaustubh Joshi
Customer Service
L&T General Insurance Company Limited.

------------------- Original Message -------------------
From: Aditya.Razdan@highpointsolutions.com
Received: 7/5/2016 2:09 PM
To: bimalokpal.delhi@gbic.co.in; grievance; grievance@ltinsurance.com
Cc: ceo; ceo@ltinsurance.com; 
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Amreen,

I am still waiting for your response. Please let me know What exactly are you doing with our case? Why do you need 3 more days? What activity will you perform on our case for 3 days?

Thanks,
Aditya

From: Razdan, Aditya
Sent: Monday, July 04, 2016 4:38 PM
To: grievance <grievance@ltinsurance.com>; Bimalokpal Delhi <bimalokpal.delhi@gbic.co.in>
Cc:   < >; L&T Insurance CEO <Ceo@ltinsurance.com>
Subject: Re: Harassment by L&T | Claim ID : 93510100088430

Dear Amreen,

Please let me know if this harassment being meted out to us is deliberate or not. On 6th June, you yourself had said if I furnish the following documents the amount will be credited to the Insured's account:-

We request you to provide the below documents for further processing of the claim.

1. Scanned copy of the cancelled cheque of the insured.
2. Discharge Voucher, attached is for your ready reference.

As per your instructions, on 28th June when I submitted the documents to Om Prakash, he said that he was just waiting to transfer the money to the Insured's account and the transfer would be done in another 5mins and the Insured should receive the money soon.

Today, you are informing us that you are working on our case and require 3 more days. Kindly let us know what are you working on- harassing us? What exactly are you doing with our case? Why do you need 3 more days? What activity will you perform on our case for 3 days?

On 28th June you had said that you would revert in 3 days and to date based on our experience, you only respond when we send you repeated reminders. This is exactly what we are saying for the past 4months - if Grievance cell (you) cannot follow any timelines what can be expected from your other colleagues. This laid back work culture seems to be inculcated in L&T employees.

Thank you and Regards,
Aditya
Aditya Razdan
PRINCIPAL CONSULTANT
HighPoint Solutions
Main Office: 610.233.2700
Mobile: +9191 
Aditya.Razdan@highpointsolutions.com


________________________________________
From: grievance <grievance@ltinsurance.com>
Sent: Monday, July 04, 2016 2:05 PM
To: Razdan, Aditya
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Mr. Razdan,
This is with reference to your mail dated July 04, 2016, regarding the claim details.
At the outset we regret the inconvenience caused to you.
We would like to inform you that we are still working on your case and will revert to you within 3 working days. We request you to bear with us till then.
Assuring you of our best services at all times.
Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.
Yours Sincerely,
Amreen Kaur.
Customer Service | L&T General Insurance Company Limited
Mob: +91 9167222866
6th Floor, City 2, Plot no. 177, CST Road, Near Bandra Kurla Telephone Exchange,
Kalina, Santacruz (East), Mumbai – 400098.
__________________________________________________________
  
 Toll Free Number: 1800-209-5846
 Website: www.ltinsurance.com

------------------- Original Message -------------------
From: Aditya.Razdan@highpointsolutions.com
Received: 7/4/2016 12:57 PM
To: grievance; grievance@ltinsurance.com
Cc: bimalokpal.delhi@gbic.co.in;  ; Sameer Dhar (Motor Claims, Delhi); Vaibhav.Misra@ltinsurance.com
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
Dear Amreen,

Please let me know if as per L&T Calendar have 3 business days passed since 28th June. In the normal world the same seems to have happened, but I haven’t received any response from L&T so far and neither has the money been credited to the Insured’s account.

Thanks,
Aditya

From: grievance [mailto:grievance@ltinsurance.com]
Sent: Tuesday, June 28, 2016 2:17 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com>
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Mr. Razdan,

This is with reference to your mail dated June 28, 2016, regarding the claim details.
We would like to inform you that we have forwarded your request to the concerned team. We shall respond to you within three business days.
Assuring you of our best services at all times.
Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.
Yours Sincerely,
Amreen Kaur.
Customer Service | L&T General Insurance Company Limited
Mob: +91 9167222866
6th Floor, City 2, Plot no. 177, CST Road, Near Bandra Kurla Telephone Exchange,
Kalina, Santacruz (East), Mumbai – 400098.
__________________________________________________________
   
 Toll Free Number: 1800-209-5846
 Website: www.ltinsurance.com

------------------- Original Message -------------------
From: Aditya.Razdan@highpointsolutions.com
Received: 6/28/2016 11:58 AM
To: bimalokpal.delhi@gbic.co.in; grievance; grievance@ltinsurance.com; Sameer Dhar (Motor Claims, Delhi); Vaibhav.Misra@ltinsurance.com
Cc: 
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
Hi,

Please find attached a scanned copy of the requested documents. The hard copies have been submitted to L&T Insurance Office, 6th floor, DCM Building, Barakhamba Road, New Delhi.

Please let us know by when the amount would be transferred to the Insured’s account:-

Name – 
Bank- ICICI Bank
IFSC Code-ICIC0000031
Account Number- 003101610496
Type- Savings

Please let us know if any further information is required from us.

Thank you and Regards,
Aditya-  


From: grievance [mailto:grievance@ltinsurance.com]
Sent: Monday, June 13, 2016 6:07 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com>
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Mr. Razdan,

This is in continuation of our earlier mail dated June 06, 2016, regarding the non-settlement of the claim.

We sincerely regret the delay in responding to your mail.

We would like to inform you that claim liability amount is Rs 85083.00.

We request you to provide the below documents for further processing of the claim.

1. Scanned copy of the cancelled cheque of the insured.
2. Discharge Voucher, attached is for your ready reference.

Assuring you of our best services at all times.

Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.

Yours Sincerely,
Amreen Kaur.
Customer Service | L&T General Insurance Company Limited
Mob: +91 9167222866
6th Floor, City 2, Plot no. 177, CST Road, Near Bandra Kurla Telephone Exchange,
Kalina, Santacruz (East), Mumbai – 400098.
__________________________________________________________
   
 Toll Free Number: 1800-209-5846
 Website: www.ltinsurance.com

------------------- Original Message -------------------
From: grievance
Received: 6/6/2016 12:15 PM
To: Aditya.Razdan@highpointsolutions.com
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
Dear Sir,
This is with reference to your mail dated June 05, 2016, regarding the non-settlement of the claim.
We would like to inform you that we have forwarded your request to the concerned team. We shall respond to you within three business days.
Assuring you of our best services at all times.
Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.
Yours Sincerely,
Amreen Kaur.
Customer Service | L&T General Insurance Company Limited
Mob: +91 9167222866
6th Floor, City 2, Plot no. 177, CST Road, Near Bandra Kurla Telephone Exchange,
Kalina, Santacruz (East), Mumbai – 400098.
__________________________________________________________
   
 Toll Free Number: 1800-209-5846
 Website: www.ltinsurance.com

------------------- Original Message -------------------
From: Aditya.Razdan@highpointsolutions.com
Received: 6/5/2016 11:57 AM
To: bimalokpal.delhi@gbic.co.in; Vaibhav.Misra@ltinsurance.com
Cc: grievance; grievance@ltinsurance.com; PIYUSH ISHWARLAL LOHAR; Piyush Lohar;  ; Sameer Dhar (Motor Claims, Delhi)
Subject: RE: Harassment by L&T | Claim ID : 93510100088430
Respected Lokpal,

I would request you to please intervene and address the issue.

Vaibhav,

We have collected the car from Novelty Hyundai and have paid the amount. There were a lot of issues with the car and we were surprised to observe that these were left unattended by Hyundai as well as L&T surveyor, namely –
1.       Rubbing and polishing was inconsistent all across the car
2.       A dent was left unfixed under the bonnet
3.       Rear car seat cover was torn
4.       Rear left side panel gap between door lower board was inconsistent
5.       There were scratches all over the “new” roof that was fixed

I was at Hyundai from 12:00pm to 7:00pm getting these things fixed and it was time to close the shop.

There are still some pending things left –
1.       There is a dent in dikky
2.       Radio is not working
3.       Horn is not working from right-side
4.       Fiber cover placed on the inside on the roof is out of shape and torn

But as made clear by L&T the quality of workmanship is something that Hyundai is responsible for and not L&T so we will take that up with Hyundai. For now I would request you to please transfer the amount to the Insured’s account, details of which are:-

Name – 
Bank- ICICI Bank
IFSC Code-ICIC0000031
Account Number- 003101610496
Type- Savings

Please let me know if anything else is required by us for processing the claim amount.

Looking forward to your support.

Thank you and Regards,
Aditya Razdan
Mobile-  
  - 7387990725

From: Razdan, Aditya
Sent: Monday, May 16, 2016 7:49 PM
To: 'Vaibhav Misra (Motor Claims, Delhi)' <Vaibhav.Misra@ltinsurance.com>; bimalokpal.delhi@gbic.co.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>;  ; Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com>; L&T Insurance Grievance <grievance@ltinsurance.com>
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Respected Lokpal,

Please find below the points by points response to Vaibhav’s email, I would request you to please intervene and address the issue.

Looking forward to your support.

Thank you and Regards,
Aditya Razdan
Mobile-  
  - 7387990725
From: Vaibhav Misra (Motor Claims, Delhi) [mailto:Vaibhav.Misra@ltinsurance.com]
Sent: Monday, May 16, 2016 6:40 PM
To: bimalokpal.delhi@gbic.co.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>;  ; Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com>; L&T Insurance Grievance <grievance@ltinsurance.com>; Razdan, Aditya <Aditya.Razdan@highpointsolutions.com>; brijesh.sharma@noveltygroup.in
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Respected Sir,

Please find our detailed reply with regard to the “minutes of meet” presented by Mr. Aditya Razdan:

•     We have not received a single request in any of the correspondence held that Mr. Razdan in which it was wished to meet in person and is in actual need to understand the process. However, as per the instructions received from Hon’ble ombudsman, we immediately fixed up the timings for meeting. If it would be the case, wherein Mr. Razdan ever expressed to meet in person either verbal or in writing, we would be more happy to attend him with the personal presence. We also tried to made him understand that Insurers are here to make the loss good and cannot hold the responsibility of workmanship of repairer. It is the insured only, who has selected the repairer to get his vehicle repaired without any intervention of Insurer. Hence, we strongly disagree with the contents of topic “Un satisfactory redressal “.

We never wanted or had the intention of meeting L&T employees in person. The problem arose because L&T were unable to explain the process to us. This has been stated to L&T in the first email itself (attached herewith) dated 11th April in which we have explained how Surveyor was explaining the process to us, excerpts below –

The first day, 1st April, Mr. Manav calls and talks to my husband with "you get some car insurance representative and then I will explain the problem to him and then he will explain to you, as I cannot explain the Job description". I fail to understand what kind of surveyor has been hired by L&T and if he has any idea of how he should be ineracting with the customers.

We do not understand if a customer is via email and repeatedly informing L&T that surveyor is neither explaining nor providing any update on car repair to us (explained multiple times how on escalation first Manipal went absconding and then Amanpreet went absconding) how as a customer do we make them understand. We do not understand if for the past 45 days we have repeatedly been calling L&T and asking about an update via telephone and email how more should we be trying to reach out to us. Is it that L&T works only when Ombudsman is involved ?

•     We again strongly deny  the comments for delay of 18 days repeatedly imposed by Mr. Aditya Razdan on part of Insurer. As already informed that job was put on hold by insured on account of disagreement over the mode of repairs. Reply on rest of the contents of topic “Delay in claim processing” is already covered in above mentioned statement.

In none of the email conversations or telephonically has this ever been stated by L&T that the job has been “on hold by insured on account of disagreement over the mode of repairs”. If that is the case, please share the email / conversation. Please refer my second email dated 15th April to Sameer, excerpts –

It is now 14days since the claim was made to L&T. I fail to understand how many days it will take for file to be processed. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April).

In this we have informed L&T about the status that as per Manipal file is still under processing and it is taking time because of holidays in Maharashtra. Please let me know when this information was negated by L&T and we were told that the file processing is taking time because of disagreement over the mode of reapirs.

•     Kindly refer our previous mail dated 18th April, wherein we have clearly stated that your concern towards the surveyor attitude is noted. Today itself we have discussed on the same with insured and tried to convince him that if anything found wrong on the part of surveyor, the same shall be taken with strict view. Furthermore, Mr. Aditya Razdan didn’t provided any concrete evidences in support of his assertions and affirmed that reason behind the change of surveyor was speaking in his native language with the claims officer which is not a sufficient ground to replace an independent surveyor. Hence, once again we completely negate the subject “Not providing an Independent Surveyor”. However, An unconditional apology was placed in front of the insured for any  unsatisfactory experience  which they may have undergone during the claim process but the same was not acceptable to the insured.

Vaibhav seems to be confused and probably hasn’t gone through our complete case history- in the first email itself, dated 11th April with the Subject “Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430” we have explained what all has transpired between the Surveyor and us. Now, after 45 days Vaibhav (L&T) wants evidence and support from us, this is quite amusing. Moreover, in the email to Sameer, dated 15th April we have said that in the conference call between Manipal, Surveyor and us Manipal and Surveyor were communicating in Punjabi. We have never asked for an independent surveyor on the basis of him speaking in his native language but  because he was rude to my wife and he was not communicating with us clearly (please refer the first point itself) as to what all Manav said to us. What we have said is that on escalation, the person from L&T Manipal, was supporting Manav (surveyor) instead of listening to our side of the story and both started communicating in Punjabi, their native language.

•     Statement in respect of subject matter “Not having any clear escalation matrix in place” is totally in contradiction, as each and every mail was being replied irrespective of the officer which is clearly evident from the trail mail. Hence, we strongly object over the baseless grievance raised by Mr. Aditya Razdan.

Please refer to all the emails in the email conversation, if required I will willingly share all the responses that we have received from L&T and the telephone calls as well. Please go through the email to CEO dated 15th April on which we didn’t receive any reply –

From L&T Helpline we received Sameer Dhar and Amanpreet (Claim Managers) contact details and was asked to inform them. Sameer Dhar's mobile number was not reachable today around 12:00pm and Mr. Amanpreet has said that there is no Appellate / Nodal officer above Mr. Manipal who can help us.
I am without a car for nearly a month, and L&T people are sitting on my claim. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April). As per Mr. Manipal what has the surveyor mentioned in my claim file that cannot be disclosed to me as that is also an internal matter.

Apart from this I would request Vaibhav to at least spend some time in going through my case; I have been following up with you for the past 6 weeks now; please bother to check Communication records of your employees and I will show you the number of calls that I have made to L&T and hours I have spent in talking as well as sending emails.

Apart from receiving response from L&T only on follow-up emails, following is the list of calls made to Customer care-
12th April, 2016, complained ID “161804”  was made with description “not satisfied by surveyor”
15th April, 2016 – call is made to find out some escalation as Manipal is absconding.
16th April, 2016 – call is made to tell them that the escalation contact suggested “Amanpreet” has gone absconding.
22nd April, 2016, complaint ID “172826” “176497” … I can go on with the complete history of my case.  

Please help us understand, why Grievance even though it was copied in all emails only replied on 5th May and not for the intervening days. If all the hierarchy is in place and L&T is working as communicated, please let us know why Vaibhav has come in the picture today after 45days and not earlier. Why this face to face meeting was called only on the call from Ombudsman and not by L&T in the first place itself.

•     Mr. Aditya Razdan had discussed the repair methodology in detail with repairer and finally after getting convinced, a go ahead for repairs was given by the insured only after 18 days of delay (On the part of Insured). Hence, No question arises in respect of “Misguiding customers”.

I would request Vaibhav to not make any assumptions in my name, as shared with evidence the delay was caused by Insurer and not the insured. We received an assurance from Sameer (L&T) in email on 18th April –
vehicle can be satisfactorily repaired with child parts

Based on his assurance, we had given an approval to Hyundai to start work on our car. We had also requested Sameer, to confirm our understanding on 19th April and he had not replied on that email till 25th April only when a follow-up email was shared. This is called misguidance, because on 18th April Sameer confirms that vehicle can be satisfactorily repaired, but on follow-up he completely denies that he has even said something of that sort. 

•     None of the official of L&T has taken responsibility on account of delay in processing, as stated by Mr.Rajdan,which is once again an incorrect version and repeated allegation. Reply in respect of same already stated above.

Facts also stated above.

•     We have updated Mr. Aditya Razdan about the progress of repairs of the vehicle and showed the photographs of vehicle during repairs and have also appraised him over the technicalities  & satisfactorily described him the entire repair process.

•     As the vehicle is under repair, no question arises to sign the satisfaction voucher prior to completion of repairs and generation of repairs invoice. As the insured has specifically requested to facilitate cashless arrangement,  we have advised him to wait till the repairs of the vehicle  get completed and only after confirmation of satisfactory repairs by the insured in form of satisfaction voucher we shall make payment to dealer on behalf of Insured. We deny the comments of Mr. Aditya Razdan that any kind of signing the satisfaction letter was imposed over the insured today in the meeting held at Delhi Office.

I would again request Vaibhav to go through the email shared by Grievance cell on 5th May in which the Grievance cell states –
Also, in order to initiate direct settlement facility to the workshop, we request you to send a duly signed copy of the attached satisfaction note.

The grievance cell is not informing us (customers) that the work on car is in progress and the form should be signed only after the claim is processed and the car repaired and fixed. As evident from the email, they are forcing us to sign the Satisfaction note.

I would also request Vaibhav to show in the email by Grievance cell, when this advice was given to us “we have advised him to wait till the repairs of the vehicle  get completed and only after confirmation of satisfactory repairs by the insured in form of satisfaction voucher we shall make payment to dealer on behalf of Insured” This is disheartening, L&T should stop lying.


Vaibhav Misra
Sr.Manager – Claims
T +91 11 6666 4100 | D +91 11 6666 4121 | M +91 98999 99029

L&T General Insurance Company Ltd, 6th Floor, 16, DCM Building, Barakhamba Road,
Connaught Place, New Delhi – 110001


-----Original Message-----
From: Razdan, Aditya [mailto:Aditya.Razdan@highpointsolutions.com]
Sent: Monday, May 16, 2016 2:23 PM
To: bimalokpal.delhi@gbic.co.in; brijesh.sharma@noveltygroup.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi);  ; Sameer Dhar (Motor Claims, Delhi)
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Hakumat,

Today, we went to L&T office in Delhi and met Vaibhav Misra only. As confirmed by Sameer earlier, (… claims officer & Independent Surveyor …) there was no Independent Surveyor.

Today, 45 days after the claim was made, finally L&T explained to us what is happening with our car and how it is being fixed. Following are the points discussed during the meeting:-

Un satisfactory redressal  - No reason for rejection of body-shell is still provided. All we would like to understand is the safety of the occupants of the car
[16-May] Today Vaibhav (L&T) showed and explained to us that there is a component in body shell and only when that is damaged is body-shell considered to be replaced. We still do not understand why it took L&T 45 days to explain this to us. Vaibhav left the onus on Hyundai to confirm that they have fixed the car bearing in mind the occupants safety.

Delay in claim processing – It took L&T 18days and multiple escalations to finally get them to process the claim
[16-May] Vaibhav (L&T) confirmed that there was a delay in claim processing and that it took them 45 days to finally explain to their customers (us) what is happening with our car. All actions that they will take to ensure this doesn’t happen to other customers will be “internal” and we as customers will not be a privy to that.

Not providing an independent surveyor
[16-May] Vaibhav (L&T) confirmed that it is not L&T policy to provide another surveyor. Once a surveyor has been fixed for a claim, irrespective of surveyor behavior the customer has to bear with the surveyor till the time claim is processed.

Not having any clear escalation matrix in place
[16-May] Till date, there is no clear instructions to call center representatives / on L&T website where customers can escalate their problem. The customers are bound to run from pillar to post to figure out the escalation matrix. Even for our emails, in which we have desperately copied everybody we could find (CEO on 15th April, Vaibhav and grievance cell on 18th April) just to be heard, L&T was not bothered to reach out to us. They had no sympathy for the suffering they were causing to their customers.
Grievance cell, copied in each and every email finally replied on 5th May when we had refuted all the lies that Sameer had communicated to us in his email.

Misguiding customers – Initially they confirmed that the car would be safe to drive and based on their assurance when we requested Hyundai to repair the car, they are denying any such assurance.
[16-May] Vaibhav (L&T) confirmed that the car is being as per due analysis of their technical team and the car will be exactly as it was prior to accident. The onus of the car being fit for use and adhering to safety of the occupants has been placed on Hyundai. As per Vaibhav, Hyundai motors can confirm the safety of the occupants of the car. It is their assumption that Hyundai has met and repaired the car with due diligence.

Vaibhav had no reply as to why it took L&T 45 days to arrange for a meeting when this could have happened earlier also. Vaibhav also had to reply as to why in this date and age when all claim files are electronically processed, it took L&T 18 days to approve our claim. A claim which could have been processed in 3-4 days. For 45 days we were trying our best to reach out to L&T via all modes of communication – telephone and email but L&T was not bothered to even respond to our emails and would reluctantly and lethargically reply only on follow-up emails.

Even though L&T accepts and acknowledges that there is a delay in claim processing, they are forcing us to sign a Satisfaction Note to get our claim processing done. I fail to understand, how L&T expects us sitting here in Delhi to sign “I / We state that I/ we am /are completely satisfied with repair work carried out on my / our vehicle” when we haven’t even looked at our vehicle, leave aside test driven it which is being repaired in Pathankot. Moreover, we are completely not satisfied by the time that L&T has taken in processing our case, while we have been suffering daily commuting.

We would request you to please impose fine on L&T for the delay in claim processing and mentally traumatizing and harassing us for the past so many days.

Please reach out to us  for any further queries or clarifications.

Thank you and Regards,
Aditya-  

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com]
Sent: Wednesday, May 11, 2016 6:50 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com>
Cc: bimalokpal.delhi@gbic.co.in; Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com>; 
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

Please note the details as mentioned below:

L&T General Insurance Company Ltd, 6th Floor, DCM Building, Barakhamba Road,
Connaught Place, New Delhi-110001
T +91 11 66664100 | D +91 11 66664123 | F +91 11 66664199 | M +91 9810699495


From: Razdan, Aditya [mailto:Aditya.Razdan@highpointsolutions.com]
Sent: Wednesday, May 11, 2016 6:11 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi);  <mailto: >
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Hi Sameer,

We both will meet you at 9:30 am on 16th May, Monday. Kindly share the venue details.

Thanks,
Aditya

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com]
Sent: Wednesday, May 11, 2016 4:56 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com<mailto:Piyush.Lohar@ltinsurance.com>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>;  <mailto: >
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

You may contact undersigned on Monday between 9.30 a.m. to 6.30 p.m. at your suitable timings. Meeting shall be held in the presence of policy holder.

Regards

Sameer Dhar

9810699495

From: Razdan, Aditya [mailto:Aditya.Razdan@highpointsolutions.com]
Sent: Wednesday, May 11, 2016 3:54 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi);  <mailto: >
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Hakumat,

Today, to reach out to you, I got the landline number from National Consumer Helpline (011- 23239611) but that was incorrect. We had not received any response from you and had just about lost faith in the system.
Thank you for reaching out to us and restoring our faith in the system.

Sameer,
I have to attend a conference tomorrow and will be back in Delhi on Sunday. Please let me know what  timings would suit you.

Thank you and Regards,
Aditya
Mobile-  

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com]
Sent: Wednesday, May 11, 2016 3:46 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com<mailto:Piyush.Lohar@ltinsurance.com>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>
Subject: FW: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

As per the instructions received from Hon’ble Ombudsman, we request you to spare some time so that we can  schedule meeting at your preferable timings with our claims officer & Independent Surveyor with an aim to bring more clarity in the doubts/ queries raised by your goodself. Kindly confirm the timings.


From: Bimalokpal Delhi [mailto:bimalokpal.delhi@gbic.co.in]
Sent: Wednesday, May 11, 2016 11:29 AM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: Aditya.Rajdan@highpointsolutions.com<mailto:Aditya.Rajdan@highpointsolutions.com>
Subject: Fwd: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

In reference to the trailing,we would request you to please take up the matter with the insured and sort out the matter.We note that he is writing since long.However,discuss the matter and try to convice him under-intimation to this office.

Thanks and Regards,

(Hakumat Rai)
Prof.Expert.
---------- Forwarded message ----------
From: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Date: Mon, May 9, 2016 at 1:45 PM
Subject: Harassment by L&T | Claim ID : 93510100088430
To: "bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>" <bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>>
Cc: " <mailto: >" < <mailto: >>, "Sameer Dhar (Motor Claims, Delhi)" <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>, grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>


Dear Sir,

This is to bring to your notice the harassment and mis-guidance that L&T has being subjecting us ( Aditya) to the past 1month.

Policy Holder –  , Aditya Razdan(husband of Policy holder)
Insurance policy- 91510100597471000
Claim Number- 93510100088430
Claim intimidation – 31st March
Car - Hyunda  Eon Era
Workshop- Novelty Hyundai, Pathankot

The claim was made to L&T on 31st March and we were not-satisfied with surveyor (Manav)’s inspection. The reason was that Hyundai, for car repairs had made a request for body-shell and Manav was adamant on getting the car fixed in “child-parts”; we requested him the reason for rejection as we were concerned about the safety of the occupants of the car post-repairs. Manav refused to provide us any justification. We then requested him to apprise us about the process to get another surveyor. Since then we have been requesting L&T via various channels (email and telephone) to provide us a second surveyor. L&T has denied that request multiple times.

On 11th April finally exhausted by the surveyor’s non-responsive treatment we complained to L&T (help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> ) and on 12th April, Manipal (from L&T) called us and had a conference call with Manav (surveyor) in which they spoke in Punjabi and Manipal told us that he will inquire about our case from Head office (Mumbai) and will get back to us. As per him there were holidays in Maharashtra, hence L&T was unable to process our file for such a long time. After that there were no inputs from Manipal and he was absconding.

We called L&T customer care helpline number multiple times asked for some nodal officer or escalation hierarchy but were provided none. Every time we had to call them and ask them for some hierarchy they had no clear matrix in place.

On 14th April, we were provided Sameer’s email address and we sent him an email informing about the treatment being met out to us and how my wife was suffering commuting on a daily basis, but there was no response from him as well.

On 15th April, from internet we managed to get the email address of ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>> and added him in the email to highlight our plight and request some action, but there was no response from L&T.

On 18th April, after not receiving any response from L&T we emailed to bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in><mailto:bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>> and then we received an email from Sameer, assuring us that they had a discussion with Hyundai and the car can be fixed satisfactorily via child-parts. Based on his this assurance, we asked Hyundai to start repairs on our car but now L&T is denying any such assurance to us as well.

We even added L&T grievance cell (grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>> ) in all our emails from 18th April to address our concerns, informing them of our plight and trauma that we were being subjected to; but till now they were quietly looking at the emails and not responding to any of the emails. They never bothered to get in touch with us via any modes of communication, an indication of how much harassment of customers has become a culture for L&T. On 4th May, we received an email from Sameer, which was full of lies which we negated, then only did Grievance cell woke up and replied to our email on 5th May to defend Sameer.

Now L&T is forcing us to sign a Satisfactory note to get our car, without providing us any justification for their incompetence.

We would request you to ask L&T to compensate us for the trauma that they have caused us for the following inactions –

Un satisfactory redressal  - No reason for rejection of body-shell is still provided. All we would like to understand is the safety of the occupants of the car
Delay in claim processing – It took L&T 18days and multiple escalations to finally get them to process the claim
Not providing an independent surveyor
Not having any clear escalation matrix in place
Misguiding customers – Initially they confirmed that the car would be safe to drive and based on their assurance when we requested Hyundai to repair the car, they are denying any such assurance.

We would request you to please impose fine on L&T for the treatment that they subject their customers to.

Please reach out to us  for any further queries or clarifications. If required, we can share the details of all the calls and emails that we made to L&T requesting them for the past 1 and a half month asking about the status of our claim and how they have vehemently denied us any service whatsoever.

Thank you and Regards,
Aditya-  


From: grievance [mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>]
Sent: Saturday, May 07, 2016 11:20 AM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Cc:  <mailto: >; Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Mr. Razdan,

This is with reference to your mail dated May 05, 2016, regarding the subject claim.

We have reviewed the aspects of the claim and wish to affirm that our decision regarding the claim has been taken in accordance with the guidelines and policy terms and conditions.

We regret that the satisfaction note has not been received by you.  We are mailing the same for your reference with this mail.

We regret to note that you are not happy with the claim decision, in which case you may approach the Insurance Ombudsman for Redressal, the details of whom have been shared in our previous mail.

Assuring you of our best services at all times.

Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.

Yours Sincerely,
Arundhati Chatterjee
Customer Service
L&T General Insurance Company Limited
------------------- Original Message -------------------
From: Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Received: 5/5/2016 6:55 PM
To: grievance; grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>
Cc: ceo; ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>>; CRM_ADMIN Last name; help; help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>>;  <mailto: ><mailto: <mailto: >>; Sameer Dhar (Motor Claims, Delhi)
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430
Hi Arundhati,

Many thanks for confirming another example of carelessness and half-hearted attitude of L&T. Please find my comments to your email in BLUE below.

Thank you and Regards,
Aditya
Mobile-  
From: grievance [mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>]
Sent: Thursday, May 05, 2016 6:03 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Mr. Razdan,

This is with reference to your mail dated May 04, 2016, regarding the subject claim.

It would have been better if you would have replied on that email and addressed our concerns as is that email we had negated all the lies that your colleague, Sameer had conveyed to us.

We thank you for covering your vehicle insurance needs with L&T General Insurance.

We regret to note, that you have had an unfavorable experience while liaising with the company during your claim and would like to apologize for the inconvenience caused to you in this regard.  However, while we would like to be able to cover all the customer’s requirements, we are bound to operate within the purview of the guidelines and policy terms and conditions.

Completely agreed. So, can you please share the reason for rejection of body-shell, keeping in mind occupants safety.
Can you please confirm why L&T was sitting on our file for 18days and no action was taken on our case. Is 18 days timeframe in which your (L&T) women customers are suffering of no importance to you (L&T).
Can you please confirm what has been done on our multiple requests for an independent surveyor for the past one month.

Accordingly, we have arranged to address all the queries and concerns as raised by you via our replies in the trail mail.

In none of the trail mails has Sameer till date replied to any of our concerns. He has a couple of times tried to lie to us though which have been negated by us.

Further, with regard to the response from the surveyor, on raising the matter he has clarified that he was trying to explain the assessment and was not rude during the discussions at any point of time. We would like to apologize for any inconvenience that may have been caused to you.

Can you please confirm that if the surveyor in the first call to customer itself says “Please give the call to another Car insurance agent and I will explain the case assessment to him and he will explain to you” is something that is trained to L&T surveyors or is that acceptable behavior.
Can you please confirm that you have gone through your surveyor, Manav’s call records and verified that after the call that my wife, Preeti made to him (on 11th April) and in which he disconnected the call on asking for a second surveyor option, he has actually made any calls (attempts) to reach out to us. I am assuming that your hypothesis stated above would be based on some facts. Can you please share those facts. As stated earlier, Manipal called us on 12th April (after our escalation was done on 11th April, till then Manav was delaying our case for no reason) and in that call both of your colleagues started talking in their native language which we could not comprehend at all and had to many times request them to speak in either Hindi or English, can you please confirm if a customer is stating a fact that your colleagues are downplaying their concerns, you have taken any action on it, because for the past 1 month now what we are seeing is L&T simply defending its personnel without even trying to understand and address our concerns.

Also, in order to initiate direct settlement facility to the workshop, we request you to send a duly signed copy of the attached satisfaction note.

No form was attached with the email, please confirm if that has been deliberately done. I am not sure about the contents of a Satisfaction note, but based on my understanding of the term and if you would go through the trail mail, with none of my queries being addressed, I hope you do understand that we are not at all satisfied. Can you please what all options do we have next- an independent surveyor, any nodal officer, Ombudsman, Consumer court ?

We would also like to inform you that in case if you are not satisfied with the resolution provided, you may approach the Insurance Ombudsman for Redressal. The details of the Insurance Ombudsmen and their jurisdiction are available on their website-www.ombudsmanindia.org/www.gbic.co.in<http://website-www.ombudsmanindia.org/www.gbic.co.in>.

Another half-hearted attempt, that you are sharing now after we have been requesting this for the past 3 weeks. The link to the page that you shared is not working (screenshot attached), instead of making us run from pillar to post is it possible for you to share the details (email or contact number) with us directly. If you cannot understand how much grief and harassment you (L&T) have caused us for the past 1 month please note that in our desperation to have our issues addressed by your incompetent colleagues we have added ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>> in the Recipients as we are under the impression that we are communicating with the top person at L&T. In fact, after having the concerned person in these emails and looking at your (Sameer and your) responses we are mentally traumatized and exhausted at this point in time.

We value your patronage with us and thank you for your understanding.

Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.

Yours Sincerely,
Arundhati Chatterjee
Customer Service
L&T General Insurance Company Limited
------------------- Original Message -------------------
From: Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Received: 4/27/2016 7:54 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: ceo; ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>>; grievance; grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>; MANIPAL SINGH; Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430
Hi Sameer,

I am not sure what has compelled you to take this stance off late, but please let me offer some advice to you- It is okay to make mistakes. People learn from their mistakes. Important thing is to take a lesson from it and not repeat it.

Till date in spite of us repeatedly conveying to you as clear as crystal in the subject of the email “Rude and arrogant behavior of L&T surveyor” we are to date receive an apology from the person concerned. Instead of rectifying a wrong, you (L&T) are completely ignoring the fact.
We have made clear in the first email how we had requested for a second surveyor but that option was and has not till date been provided to us but telephonically denied many times by Mr. Manipal. In your previous email dated 25th April you mention “We have never received any request of appointment/ opinion of another surveyor, in any of the communications held either at grievance cell or with undersigned” so does this mean we were supposed to raise requests and inform the complete case history each and every time I communicate with L&T ?

In the email sent to your goodself on 14th April, it is clearly and explicitly mentioned that 14days have passed and Mr Manipal confirmed on 12th April that due to holidays in Mumbai the file processing was not done and he will now look into it. Now yesterday on 26th April you (L&T) wake up and realize that file was already processed and was not delayed at all ?

For all your remaining points, please find my response in BLACK below.

Thank you and Regards,
Aditya Razdan
Mobile-  


From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Wednesday, April 27, 2016 7:02 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   <  <mailto:  ><mailto:  <mailto:  >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Thanks for writing back to us:

We have very carefully read the subject line and understand the contents of the mail. Refer our previous mail Dtd 18th April wherein it is clearly mentioned that your concern in respect of surveyor behavior is noted.
[AR-28-APR] Please read your email carefully. In the email dated 18th April, you by your goodself confirm “concerns towards independent surveyor are noted”. You do not confirm surveyor behavior but confirm that we would require an independent (another) surveyor. Please share the next steps that you (L&T) did towards the independent surveyor, because as much as I re-collect, I haven’t either via email or telephonic conversation received any response or guidance on getting a second surveyor yet.

Please find our remarks once again towards resolution as below:


1.       Surveyor is a technical personnel duly qualified from IRDA to access the loss & Hyundai dealer is a well reputed organization known for its technical competency & workmanship. The vehicle is getting repaired at Hyundai Dealer by using Hyundai approved SOP (standard operating procedure) & OEM parts. The Surveyor has explained this & the assessment in detail to your goodself. The repairs were approved only after scrutinizing the assessment by our technical team.
[AR-28-APR] The surveyor “Manav” or “Manipal” have never explained assessment to us. In the words on Manav on 2nd April (of which I have telephonic evidence) “please get some insurance person on the call and then I will explain the car status to him and then he will explain to you”. Mr Manipal after calling us on12th April (after we had emailed a complaint on 11th April)  and informing us that he will look into our case was absconding till 14th April and after that also after a lot of emails and calls we have just received confirmation that the car is being fixed “via child parts”.

I completely understand the competence of both Hyundai and L&T technical team. I also am aware that I am a naïve person in the field of automobile engineering, hence I am just asking the particular reason based on which the claim for body-shell was rejected. Hyundai must have done some analysis on the damage-impact and come to the conclusion that a body-shell is required and L&T technical team must then have performed another analysis and realized that the car can be fixed in child parts. I am just asking for that reason. Our family came alive from a very serious accident; our car had fallen off a cliff. I just want an assurance that the occupants in the car would be safe.


2.       As it is superficially evident from your trailing mails that due to your constraint as well in understanding the surveyor’s assessment also  led to the delay in start of the repair works of the vehicle.
[AR-28-APR] It is not superficially evident that there is a gap in our understanding. If that would have been the scenario, we wouldn’t have been chasing L&T via telephonic and email channels. Moreover, there is no clear escalation hierarchy defined at L&T which has been many times told to us telephonically (please refer email dated 15th April, 16th April and 17th April … ) . We have asked repeatedly for some Nodal officer or Ombudsman contact information but that has been denied to us multiple times in all our calls to the Customer Care. If you have recordings please listen to them else let us know.


3.       As an insurer we do not negate or justify any  aspect rather believe & do claim settlement in just & fair manner of the claim based on the principle of indemnity strictly as per policy terms & conditions.
[AR-28-APR] Here also I completely understand, that L&T has to work under IRDA guidelines. But instead of deviating from the topic it would be great if you could share the reason why you (L&T) was sitting on our file for 18 days, there were many attempts by us to reach out to you (L&T) but no effort whatsoever was made in those 18days to update us via any mode of communication made.
The first email was sent to email address help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> on 11th April

We have been repeatedly calling and asking Mr. Manav for an update on the claim process and if the file has been sent for processing or not. But the replies we have received from him are "I do not work on Saturday or Sunday, call me on Monday". He has no idea how to speak to Women folk. We have tried reaching out to him many times, but have not received any response whatsoever. We asked him the process to get another Surveyor and he said he will get back to us. That conversation happened 9 days ago.
It is now 11 days since the car has been surveyed by Mr. Manav and there has been no correspondence from him. Today, I called Mr. Manav once again and asked him if he can provide an estimate on the damage of the car and by when will it be fixed. He rudely, said I do not give any written estimates and banged the fone on my face.

The second email was sent to you on 14th April. There was no response from you and in that email it was mentioned (the excerpts below) –

I am without a car for nearly a month, and L&T people are sitting on my claim. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April). As per Mr. Manipal what has the surveyor mentioned in my claim file that cannot be disclosed to me as that is also an internal matter.

No response was received from L&T. Since, the above highlighted line is mentioned multiple times in our email and no response has been provided to us either via telephone or email, it is superficially evident that L&T has accepted that there was no action taken our file till 14th April and we without any clear escalation matrix defined were running pillar to post to get our car fixed. I hope you understand the trauma you (L&T) put us through for those 18days.



From: Razdan, Aditya [mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>]
Sent: Monday, April 25, 2016 7:46 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi);  ; L&T Insurance CEO; L&T Insurance Grievance
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

This blatant web of lies being spread is quite shocking at this point in time.

Please read  the subject of the email carefully “Rude and Arrgoant L&T Surveyor”, our initial problem was with Manav only (the surveyor hired by L&T). I hope you understand if the email says that there is a problem with surveyor, you (L&T) must take steps of rectify it.

Since 11th April, we have been calling because we were completely dis-satisfied by surveyor Manav who apart from being rude and arrogant has no idea on how to communicate to females. He rudely spoke to my wife and disconnected the call on her face.
Has any action been taken by L&T ? Attached is the email sent to L&T.

If you read this email carefully; which I have highlighted in YELLOW below (for your reading), here are the excerpts–

Since, then we have been asking Mr. Manav to confirm that the occupants of the car will be safe even after in-part repair. But Mr. Manav has failed to acknowledge that. His only statment is that I cannot and will not approve body-shell. We have been repeatedly calling and asking Mr. Manav for an update on the claim process and if the file has been sent for processing or not. But the replies we have received from him are "I do not work on Saturday or Sunday, call me on Monday". He has no idea how to speak to Women folk. We have tried reaching out to him many times, but have not received any response whatsoever. We asked him the process to get another Surveyor and he said he will get back to us. That conversation happened 9 days ago.
It is now 11 days since the car has been surveyed by Mr. Manav and there has been no correspondence from him. Today, I called Mr. Manav once again and asked him if he can provide an estimate on the damage of the car and by when will it be fixed. He rudely, said I do not give any written estimates and banged the fone on my face.

I hope you can comprehend from the email extract, that we are seeking a second surveyor and reply from L&T about the status of our case.

After that we complained on 11th April and receive a call from Mr. Manipal on 12th April morning in which he was not at all helpful. Please refer the attached email sent to you as your number we received from L&T customer care. If you read this email carefully; which I have highlighted in YELLOW below (for your reading), here are the excerpts–

On Monday, when a formal complaint was logged with L&T, Mr Manipal (from Ludhiana) reached out to us (my Husband and I) to inquire about our case. After a thorough discussion with him, it seemed he is more interested in defending Manav, down playing the incident. We asked him if the case that Manav has prepared of our car and sent to L&T main office, has mention that Hyundai had requested for body-shell, he informed us that it is internal and he cannot communicate the details of the case with us. We fail to understand what "internal" means and if we need to file a RTI to understand what is happening with our car case.
We had a conference call in which they (Manav and Manipal) were communicating in Punjabi. It seemed more like we are the outsiders. We had to request them multiple times to speak in Hindi. I still have to receive an apology from Manav. Mr. Manipal, said he has taken up my case and is expecting a response from L&T, Mumbai in 2 days and will keep me updated. It is 2 days and he has not communicated anything.

It is now 14days since the claim was made to L&T. I fail to understand how many days it will take for file to be processed. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April).

Apart from this I would request you to at least spend some time in going through my case, show some apathy; I have been following up with you for the past 4 weeks now; please bother to check Communication records of your employees and I will show you the number of calls that I have made to L&T and hours I have spent in talking as well as sending emails.

12th April, 2016, complained ID “161804”  was made with description “not satisfied by surveyor”
15th April, 2016 – call is made to find out some escalation as Manipal is absconding.
16th April, 2016 – call is made to tell them that the escalation contact suggested “Amanpreet” has gone absconding.
22nd April, 2016, complaint ID “172826” “176497” … I can go on with the complete history of my case.

I have recorded calls with Manipal in which I have been requesting him again and again for a second surveyor and he has been denying a second surveyor with “sir ab jaanay do” remarks. If you or any other person would like to hear the recorded conversations please reach out to me.

I hope I have negated all your lies that you have mentioned below with documented evidence attached with this email.


•         A request for second surveyor was made which was denied by L&T

•         “as to what survey was carried out” – what I want to understand is if in his report to L&T Manav mentions that body-shell has been requested and the possible cause for rejection

•         There has never been any pause by our side as we have been reaching out to L&T via email / calls and all possible means to find somebody responsible. All these activities have involved a lot of our time in which you (L&T) has been comfortably sitting and not doing anything. If required I will share all the email conversations which have transpired over the past couple of weeks.


Hope you would not stoop so low to resort to any further lies in future.

Thank you and Regards,
Aditya Razdan
Mobile-  

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Monday, April 25, 2016 6:59 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   <  <mailto:  ><mailto:  <mailto:  >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Sir,

Please find our reply point wise in regard to your concern.


•         We have never received any request of appointment/ opinion of another surveyor, in any of the communications held either at grievance cell or with undersigned.

•         We are not able to understand the phrase “as to what was the survey carried out”. Request you to elaborate and explain in detail. Further, you may also contact undersigned on the contact mentioned in signature.

•         Once again we would like to draw your kind attention towards the scenario, wherein, you have been explained in detail about the repairs with the child parts in discussion with Mr. Manipal, Surveyor and Hyundai personnel and afterwards go ahead for repairs were given. There is no question arises over the durability of the spares/ vehicle,  as the vehicle is being repaired with Hyundai genuine spares and job shall be carried out by competent technical trained staff of Hyundai. You may check the same with dealership during repairs of vehicle if you have any doubts over the workmanship of repairer. As per our belief, Hyundai trained staff is equipped to repair said vehicle.

•         Please note that all activities in respect of your claim were paused as approval of job was put on hold by your goodself on the ground of disagreement over the mode of repairs. We once again shall be on the same statement that there is no delay on the part of Insurer.

Hope your all queries have been answered.


Regards

Sameer Dhar
Asst. Manager – Claims

T +91 11 66664100 | D +91 11 66664123 | F +91 11 66664199 | M +91 9810699495
L&T General Insurance Company Ltd, 6th Floor, DCM Building, Barakhamba Road,
Connaught Place, New Delhi-110001



From: Razdan, Aditya [mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>]
Sent: Monday, April 25, 2016 5:59 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi);  ; L&T Insurance CEO; L&T Insurance Grievance
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

There seems to be some disconnect, please find my response in black below.

In regard to technical aspects of the vehicle after completion of repairs, hope your doubts have already been cleared as I understand that go ahead of repairs from yours side has been initiated after discussion with Mr. Manipal, Surveyor and Hyundai personnel.
[AR] I repeatedly asked Mr. Manipal if we could get a second surveyor, the request was put down by Mr. Manipal saying there is no such option available. I repeatedly asked Mr. Manipal to at least share or update me  as to what was the survey carried out by Mr. Manav. The request was also turned down saying that all that information is “internal”. I repeatedly asked Mr. Manipal to at least tell me the reason based on which L&T is turning down body-shell repair. That information was also not disclosed to me.

Please understand I am not an automobile engineer, I gave a go-ahead only based on assurance on your email (highlighted in yellow below). So, it is my understanding as a naïve non-automobile engineer, based on assurance from you (L&T) that the car would be as strong with child part as with body-shell. I would request you to please confirm the same.

We  would further like to update you on the concern of delay, please be advised that there was no delay on the part of Insurer as we have given approval for repairs immediately after survey of vehicle and repairs were put on hold by your goodself on the pretext of replacement of body shell.
[AR] In case there was no delay by L&T can you please share the activities that were being carried out on my File (claim number 93510100088430), since 31st March that it was intimated to L&T. Because this refusal on your part is also coming as a surprise to me, as I have been repeatedly escalating via emails and telephonic conversations (of which I have all proof) and Mr. Manipal has confirmed on 12th March telephonic conversation to me that there was a delay from L&T as Mumbai office was closed due to holidays (please refer to the first email in this conversation chain). Again, if you had approved the claim earlier and after 18days also are approving the same, I do not understand what was causing the delay as there was no effort from L&T (via email to telephone) to reach out to me at all.

Again I would like to bring to your notice that I am not an automobile engineer, I am an ordinary man whose main concern is the safety of the occupants of the car. Hyundai body-shop recommended to get body-shell repaired and L&T has declined it. Both of you (Hyundai and L&T) are automobile engineers, probably good in what you do. I do not have knowledge about automobile engineering. At this point in time I am not sure what is of importance to L&T.

Looking forward to your response.

Thank you and Regards,
Aditya Razdan
Mobile-  

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Monday, April 25, 2016 5:08 PM
To: Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   <  <mailto:  ><mailto:  <mailto:  >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Sir,

In regard to technical aspects of the vehicle after completion of repairs, hope your doubts have already been cleared as I understand that go ahead of repairs from yours side has been initiated after discussion with Mr. Manipal, Surveyor and Hyundai personnel. Further to your another query in respect of cashless facility, we shall arrange to make payment to dealership, in case dealership agrees over the same.
We  would further like to update you on the concern of delay, please be advised that there was no delay on the part of Insurer as we have given approval for repairs immediately after survey of vehicle and repairs were put on hold by your goodself on the pretext of replacement of body shell.

From: Razdan, Aditya [mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>]
Sent: Monday, April 25, 2016 4:28 PM
To: Sameer Dhar (Motor Claims, Delhi); L&T Insurance CEO; L&T Insurance Grievance
Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi); 
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

I haven’t heard back from you for the past 1 week. It would be great if you could respond to my email.

Also, could you please let us know if it is possible to get cashless insurance claim from L&T for my car.

Looking forward to receive a response from you.

Thank you and Regards,
Aditya Razdan
Mobile-  

From: Razdan, Aditya
Sent: Tuesday, April 19, 2016 12:35 PM
To: 'Sameer Dhar (Motor Claims, Delhi)' <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com><mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   <  <mailto:  ><mailto:  <mailto:  >>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

It is great to finally receive an response from you (L&T Insurance). If I understand correctly, L&T after discussion with Hyundai agrees that the car even with child parts will be as strong as repair with body shell. Please confirm my understanding. As the safety of the occupants should be of primary concern.

Now, I would request you to please direct us (my wife and I) to the concerned authorities (point of contact) to whom we can address our issue regarding the delay in services that L&T has caused. For the past 18 days, we have been reaching out to all L&T contact information we could search from the internet / helpline. There is no clear grievance redressal mechanism in place. As communicated on 18th April –

First, Manav (surveyor) has been rude and irresponsible though out the time he was looking at my case(31st March to 11th April). The last straw was when he disconnected my call on my face (11th April). His escalation resulted in Mr. Manipal coming in the picture, who after hearing my complete story instead of asking Manav to apologize, makes light of the matter and tells me that he will get back to me (12th April morning). Since then he is absconding.
His escalation resulted in Mr. Amanpreet coming in the picture, who on 15th April morning, told that he will get back and since then there are no whereabouts of him.

It has taken L&T insurance 18 days, many calls to Customer Care (1800 209 5846), many emails (to help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> and whatever email addresses we could search on the internet and IRDA website etc.). as there is no clear escalation hierarchy present. We have spent hours talking to L&T employees in communicating and escalating issues over and over again. My wife had a really tough time commuting during this time frame all the while L&T employees were sitting on our file with leisure.  Our professional and personal life came to a standstill all because L&T personnel were apathetic towards us.

All this points to negligence and deficiency in services to customer.

We would request you to please let us know what caused the delay of 18days in processing the file. As during these 18days with no clear picture we were mentally harassed and traumatized.

Thank you and Regards,
Aditya (Mobile-   )

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]
Sent: Monday, April 18, 2016 6:42 PM
To:   <  <mailto:  ><mailto:  <mailto:  >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>; Razdan, Aditya <Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>>
Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>
Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Mam,

We have gone through the complete details of the case and finally arrived on the decision that vehicle can be satisfactorily repaired with child parts after discussion with Hyundai staff. There is no requirement of replacement of body shell as demanded in estimate. Accordingly, job approval has been given from ours side. Hope, your grievance in respect of repairs of vehicle has resolved.
Further, Your concerns towards the independent surveyor are noted.

From:   [mailto:  <mailto:  >]
Sent: Monday, April 18, 2016 5:22 PM
To: Sameer Dhar (Motor Claims, Delhi); L&T Insurance CEO; L&T Insurance Grievance; Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi)
Subject: Re: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

I am not sure about your position in L&T Organization as that is never disclosed to us. I am not even sure if you are the concerned person to contact. It has been 18days since we have made a claim and are made to run from pillar to post without anything fruitful. There is no clear defined escalation hierarchy also.

First, Manav (surveyor) has been rude and irresponsible though out the time he was looking at my case. The last straw was when he disconnected my call on my face. His escalation resulted in Mr. Manipal coming in the picture, who after hearing my complete story instead of asking Manav to apologize, makes light of the matter and tells me that he will get back to me. Since then he is absconding.
His escalation resulted in Mr. Amanpreet coming in the picture, who on 15th April morning, told that he will get back and since then there are no whereabouts of him.

Today, morning I received a reply from you, which brought some hope that some update would be provided to me but another day has passed and there is no update provided whatsoever.

Seems, L&T's main objective is to harass customers only. Highly disappointed by the treatment met out to me. At this point in time I am not sure whether surviving the accident was more traumatic or the way my case is being handled by L&T.
I would request you to please direct me to the concerned person in the Organization.


Thank you and Regards,
 (7387990725)
Aditya Razdan(  )

On Sun, Apr 17, 2016 at 2:09 PM, Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com><mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>> wrote:
Dear Manipal,

Please send me complete details of case at the earliest.

From:   [mailto:  <mailto:  ><mailto:  <mailto:  >>]
Sent: Thursday, April 14, 2016 4:28 PM
To: Sameer Dhar (Motor Claims, Delhi)
Cc: Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com><mailto:Aditya.Razdan@highpointsolutions.com<mailto:Aditya.Razdan@highpointsolutions.com>>
Subject: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

After inquiring from L&T insurance helpline, I have been informed to reach out to you in case of having a disfavourable experience. It has been 14days, since a claim was made for my car, the details for which are as under -
Surveyor- Manav -9915032311.
Insurance policy- 91510100597471000
Claim Number- 93510100088430
Car - Hyunda  Eon Era
Workshop- Novelty Hyundai, Pathankot
Issue- As per Hyundai Body-sheel needs to be changed. Mr. Manav is approving only in-part repair of my car. My concern is safety of occupants which is not of importance to Mr. Manav


I have had nearly no communication from L&T whatsoever. Till date, I tried to contact Mr Manav many times, only to be met with a rude and arrogant person who is not at all helpful. The last straw was when I requested from him the reason for rejecting body-shell and approving in-part repair, he banged the fone on my face.

On Monday, when a formal complaint was logged with L&T, Mr Manipal (from Ludhiana) reached out to us (my Husband and I) to inquire about our case. After a thorough discussion with him, it seemed he is more interested in defending Manav, down playing the incident. We asked him if the case that Manav has prepared of our car and sent to L&T main office, has mention that Hyundai had requested for body-shell, he informed us that it is internal and he cannot communicate the details of the case with us. We fail to understand what "internal" means and if we need to file a RTI to understand what is happening with our car case.
We had a conference call in which they (Manav and Manipal) were communicating in Punjabi. It seemed more like we are the outsiders. We had to request them multiple times to speak in Hindi. I still have to receive an apology from Manav. Mr. Manipal, said he has taken up my case and is expecting a response from L&T, Mumbai in 2 days and will keep me updated. It is 2 days and he has not communicated anything.

It is now 14days since the claim was made to L&T. I fail to understand how many days it will take for file to be processed. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April).

Looking forward to your support and extended co-operation.

Thank you and Regards,

  (Mobile- 7387990725)
Aditya Razdan (Mobile-   )

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Loosers and Fraud Insurance company | L&T

Respected Lokpal,

Please find below the points by points response to Vaibhav’s email, I would request you to please intervene and address the issue.

Looking forward to your support.

Thank you and Regards,

Aditya Razdan

Mobile- 

  - 

From: Vaibhav Misra (Motor Claims, Delhi) [mailto:Vaibhav.Misra@ltinsurance.com]
Sent: Monday, May 16, 2016 6:40 PM
To: bimalokpal.delhi@gbic.co.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>;  ; Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com>; L&T Insurance Grievance <grievance@ltinsurance.com>; Razdan, Aditya <Aditya Razdan>; brijesh.sharma@noveltygroup.in
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Respected Sir,

Please find our detailed reply with regard to the “minutes of meet” presented by Mr. Aditya Razdan:

•     We have not received a single request in any of the correspondence held that Mr. Razdan in which it was wished to meet in person and is in actual need to understand the process. However, as per the instructions received from Hon’ble ombudsman, we immediately fixed up the timings for meeting. If it would be the case, wherein Mr. Razdan ever expressed to meet in person either verbal or in writing, we would be more happy to attend him with the personal presence. We also tried to made him understand that Insurers are here to make the loss good and cannot hold the responsibility of workmanship of repairer. It is the insured only, who has selected the repairer to get his vehicle repaired without any intervention of Insurer. Hence, we strongly disagree with the contents of topic “Un satisfactory redressal “.

We never wanted or had the intention of meeting L&T employees in person. The problem arose because L&T were unable to explain the process to us. This has been stated to L&T in the first email itself (attached herewith) dated 11^th April in which we have explained how Surveyor was explaining the process to us, excerpts below –

The first day, 1st April, Mr. Manav calls and talks to my husband with "you get some car insurance representative and then I will explain the problem to him and then he will explain to you, as I cannot explain the Job description". I fail to understand what kind of surveyor has been hired by L&T and if he has any idea of how he should be ineracting with the customers. 

We do not understand if a customer is via email and repeatedly informing L&T that surveyor is neither explaining nor providing any update on car repair to us (explained multiple times how on escalation first Manipal went absconding and then Amanpreet went absconding) how as a customer do we make them understand. We do not understand if for the past 45 days we have repeatedly been calling L&T and asking about an update via telephone and email how more should we be trying to reach out to us. Is it that L&T works only when Ombudsman is involved ?

•     We again strongly deny  the comments for delay of 18 days repeatedly imposed by Mr. Aditya Razdan on part of Insurer. As already informed that job was put on hold by insured on account of disagreement over the mode of repairs. Reply on rest of the contents of topic “Delay in claim processing” is already covered in above mentioned statement.

In none of the email conversations or telephonically has this ever been stated by L&T that the job has been “on hold by insured on account of disagreement over the mode of repairs”. If that is the case, please share the email / conversation. Please refer my second email dated 15^th April to Sameer, excerpts –

It is now 14days since the claim was made to L&T. I fail to understand how many days it will take for file to be processed. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April).

In this we have informed L&T about the status that as per Manipal file is still under processing and it is taking time because of holidays in Maharashtra. Please let me know when this information was negated by L&T and we were told that the file processing is taking time because of disagreement over the mode of reapirs.

•     Kindly refer our previous mail dated 18th April, wherein we have clearly stated that your concern towards the surveyor attitude is noted. Today itself we have discussed on the same with insured and tried to convince him that if anything found wrong on the part of surveyor, the same shall be taken with strict view. Furthermore, Mr. Aditya Razdan didn’t provided any concrete evidences in support of his assertions and affirmed that reason behind the change of surveyor was speaking in his native language with the claims officer which is not a sufficient ground to replace an independent surveyor. Hence, once again we completely negate the subject “Not providing an Independent Surveyor”. However, An unconditional apology was placed in front of the insured for any  unsatisfactory experience  which they may have undergone during the claim process but the same was not acceptable to the insured.

Vaibhav seems to be confused and probably hasn’t gone through our complete case history- in the first email itself, dated 11^th April with the Subject “Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430” we have explained what all has transpired between the Surveyor and us. Now, after 45 days Vaibhav (L&T) wants evidence and support from us, this is quite amusing. Moreover, in the email to Sameer, dated 15^th April we have said that in the conference call between Manipal, Surveyor and us Manipal and Surveyor were communicating in Punjabi. We have never asked for an independent surveyor on the basis of him speaking in his native language but  because he was rude to my wife and he was not communicating with us clearly (please refer the first point itself) as to what all Manav said to us. What we have said is that on escalation, the person from L&T Manipal, was supporting Manav (surveyor) instead of listening to our side of the story and both started communicating in Punjabi, their native language.

•     Statement in respect of subject matter “Not having any clear escalation matrix in place” is totally in contradiction, as each and every mail was being replied irrespective of the officer which is clearly evident from the trail mail. Hence, we strongly object over the baseless grievance raised by Mr. Aditya Razdan.

Please refer to all the emails in the email conversation, if required I will willingly share all the responses that we have received from L&T and the telephone calls as well. Please go through the email to CEO dated 15^th April on which we didn’t receive any reply –

From L&T Helpline we received Sameer Dhar and Amanpreet (Claim Managers) contact details and was asked to inform them. Sameer Dhar's mobile number was not reachable today around 12:00pm and Mr. Amanpreet has said that there is no Appellate / Nodal officer above Mr. Manipal who can help us.

I am without a car for nearly a month, and L&T people are sitting on my claim. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April). As per Mr. Manipal what has the surveyor mentioned in my claim file that cannot be disclosed to me as that is also an internal matter.

Apart from this I would request Vaibhav to at least spend some time in going through my case; I have been following up with you for the past 6 weeks now; please bother to check Communication records of your employees and I will show you the number of calls that I have made to L&T and hours I have spent in talking as well as sending emails.

Apart from receiving response from L&T only on follow-up emails, following is the list of calls made to Customer care-

12^th April, 2016, complained ID “161804”  was made with description “not satisfied by surveyor”

15^th April, 2016 – call is made to find out some escalation as Manipal is absconding.

16^th April, 2016 – call is made to tell them that the escalation contact suggested “Amanpreet” has gone absconding.

22^nd April, 2016, complaint ID “172826” “176497” … I can go on with the complete history of my case.   

Please help us understand, why Grievance even though it was copied in all emails only replied on 5^th May and not for the intervening days. If all the hierarchy is in place and L&T is working as communicated, please let us know why Vaibhav has come in the picture today after 45days and not earlier. Why this face to face meeting was called only on the call from Ombudsman and not by L&T in the first place itself.

•     Mr. Aditya Razdan had discussed the repair methodology in detail with repairer and finally after getting convinced, a go ahead for repairs was given by the insured only after 18 days of delay (On the part of Insured). Hence, No question arises in respect of “Misguiding customers”.

I would request Vaibhav to not make any assumptions in my name, as shared with evidence the delay was caused by Insurer and not the insured. We received an assurance from Sameer (L&T) in email on 18^th April –

vehicle can be satisfactorily repaired with child parts

Based on his assurance, we had given an approval to Hyundai to start work on our car. We had also requested Sameer, to confirm our understanding on 19^th April and he had not replied on that email till 25^th April only when a follow-up email was shared. This is called misguidance, because on 18^th April Sameer confirms that vehicle can be satisfactorily repaired, but on follow-up he completely denies that he has even said something of that sort.  

•     None of the official of L&T has taken responsibility on account of delay in processing, as stated by Mr.Rajdan,which is once again an incorrect version and repeated allegation. Reply in respect of same already stated above.

Facts also stated above.

•     We have updated Mr. Aditya Razdan about the progress of repairs of the vehicle and showed the photographs of vehicle during repairs and have also appraised him over the technicalities  & satisfactorily described him the entire repair process.

•     As the vehicle is under repair, no question arises to sign the satisfaction voucher prior to completion of repairs and generation of repairs invoice. As the insured has specifically requested to facilitate cashless arrangement,  we have advised him to wait till the repairs of the vehicle  get completed and only after confirmation of satisfactory repairs by the insured in form of satisfaction voucher we shall make payment to dealer on behalf of Insured. We deny the comments of Mr. Aditya Razdan that any kind of signing the satisfaction letter was imposed over the insured today in the meeting held at Delhi Office.

I would again request Vaibhav to go through the email shared by Grievance cell on 5^th May in which the Grievance cell states –

Also, in order to initiate direct settlement facility to the workshop, we request you to send a duly signed copy of the attached satisfaction note.

The grievance cell is not informing us (customers) that the work on car is in progress and the form should be signed only after the claim is processed and the car repaired and fixed. As evident from the email, they are forcing us to sign the Satisfaction note.

I would also request Vaibhav to show in the email by Grievance cell, when this advice was given to us “we have advised him to wait till the repairs of the vehicle  get completed and only after confirmation of satisfactory repairs by the insured in form of satisfaction voucher we shall make payment to dealer on behalf of Insured” This is disheartening, L&T should stop lying.

Vaibhav Misra

Sr.Manager – Claims

T +91 11 6666 4100 | D +91 11 6666 4121 | M +91 98999 99029

L&T General Insurance Company Ltd, 6th Floor, 16, DCM Building, Barakhamba Road,

Connaught Place, New Delhi – 110001

-----Original Message-----
From: Razdan, Aditya [mailto:Aditya Razdan]
Sent: Monday, May 16, 2016 2:23 PM
To: bimalokpal.delhi@gbic.co.in; brijesh.sharma@noveltygroup.in
Cc: Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi);  ; Sameer Dhar (Motor Claims, Delhi)
Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Hakumat,

Today, we went to L&T office in Delhi and met Vaibhav Misra only. As confirmed by Sameer earlier, (… claims officer & Independent Surveyor …) there was no Independent Surveyor.

Today, 45 days after the claim was made, finally L&T explained to us what is happening with our car and how it is being fixed. Following are the points discussed during the meeting:-

Un satisfactory redressal  - No reason for rejection of body-shell is still provided. All we would like to understand is the safety of the occupants of the car

[16-May] Today Vaibhav (L&T) showed and explained to us that there is a component in body shell and only when that is damaged is body-shell considered to be replaced. We still do not understand why it took L&T 45 days to explain this to us. Vaibhav left the onus on Hyundai to confirm that they have fixed the car bearing in mind the occupants safety.

Delay in claim processing – It took L&T 18days and multiple escalations to finally get them to process the claim

[16-May] Vaibhav (L&T) confirmed that there was a delay in claim processing and that it took them 45 days to finally explain to their customers (us) what is happening with our car. All actions that they will take to ensure this doesn’t happen to other customers will be “internal” and we as customers will not be a privy to that.

Not providing an independent surveyor

[16-May] Vaibhav (L&T) confirmed that it is not L&T policy to provide another surveyor. Once a surveyor has been fixed for a claim, irrespective of surveyor behavior the customer has to bear with the surveyor till the time claim is processed.

Not having any clear escalation matrix in place

[16-May] Till date, there is no clear instructions to call center representatives / on L&T website where customers can escalate their problem. The customers are bound to run from pillar to post to figure out the escalation matrix. Even for our emails, in which we have desperately copied everybody we could find (CEO on 15th April, Vaibhav and grievance cell on 18th April) just to be heard, L&T was not bothered to reach out to us. They had no sympathy for the suffering they were causing to their customers.

Grievance cell, copied in each and every email finally replied on 5th May when we had refuted all the lies that Sameer had communicated to us in his email.

Misguiding customers – Initially they confirmed that the car would be safe to drive and based on their assurance when we requested Hyundai to repair the car, they are denying any such assurance.

[16-May] Vaibhav (L&T) confirmed that the car is being as per due analysis of their technical team and the car will be exactly as it was prior to accident. The onus of the car being fit for use and adhering to safety of the occupants has been placed on Hyundai. As per Vaibhav, Hyundai motors can confirm the safety of the occupants of the car. It is their assumption that Hyundai has met and repaired the car with due diligence.

Vaibhav had no reply as to why it took L&T 45 days to arrange for a meeting when this could have happened earlier also. Vaibhav also had to reply as to why in this date and age when all claim files are electronically processed, it took L&T 18 days to approve our claim. A claim which could have been processed in 3-4 days. For 45 days we were trying our best to reach out to L&T via all modes of communication – telephone and email but L&T was not bothered to even respond to our emails and would reluctantly and lethargically reply only on follow-up emails.

Even though L&T accepts and acknowledges that there is a delay in claim processing, they are forcing us to sign a Satisfaction Note to get our claim processing done. I fail to understand, how L&T expects us sitting here in Delhi to sign “I / We state that I/ we am /are completely satisfied with repair work carried out on my / our vehicle” when we haven’t even looked at our vehicle, leave aside test driven it which is being repaired in Pathankot. Moreover, we are completely not satisfied by the time that L&T has taken in processing our case, while we have been suffering daily commuting.

We would request you to please impose fine on L&T for the delay in claim processing and mentally traumatizing and harassing us for the past so many days.

Please reach out to us (  –   or Aditya-  ) for any further queries or clarifications.

Thank you and Regards,

Aditya- 

  - 

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com]

Sent: Wednesday, May 11, 2016 6:50 PM

To: Razdan, Aditya <Aditya Razdan>

Cc: bimalokpal.delhi@gbic.co.in; Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com>;  

Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

Please note the details as mentioned below:

L&T General Insurance Company Ltd, 6th Floor, DCM Building, Barakhamba Road,

Connaught Place, New Delhi-110001

T +91 11 66664100 | D +91 11 66664123 | F +91 11 66664199 | M +91 9810699495

From: Razdan, Aditya [mailto:Aditya Razdan]

Sent: Wednesday, May 11, 2016 6:11 PM

To: Sameer Dhar (Motor Claims, Delhi)

Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi);  <mailto: >

Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Hi Sameer,

We both will meet you at 9:30 am on 16th May, Monday. Kindly share the venue details.

Thanks,

Aditya

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com]

Sent: Wednesday, May 11, 2016 4:56 PM

To: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan>>

Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com<mailto:Piyush.Lohar@ltinsurance.com>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>;  <mailto: >

Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

You may contact undersigned on Monday between 9.30 a.m. to 6.30 p.m. at your suitable timings. Meeting shall be held in the presence of policy holder.

Regards

Sameer Dhar

9810699495

From: Razdan, Aditya [mailto:Aditya Razdan]

Sent: Wednesday, May 11, 2016 3:54 PM

To: Sameer Dhar (Motor Claims, Delhi)

Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO); Vaibhav Misra (Motor Claims, Delhi);  <mailto: >

Subject: RE: Harassment by L&T | Claim ID : 93510100088430

Dear Hakumat,

Today, to reach out to you, I got the landline number from National Consumer Helpline (011- 23239611) but that was incorrect. We had not received any response from you and had just about lost faith in the system.

Thank you for reaching out to us and restoring our faith in the system.

Sameer,

I have to attend a conference tomorrow and will be back in Delhi on Sunday. Please let me know what  timings would suit you.

Thank you and Regards,

Aditya

Mobile- 

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com]

Sent: Wednesday, May 11, 2016 3:46 PM

To: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan>>

Cc: bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>; Piyush Lohar (Motor Claims, Mumbai HO) <Piyush.Lohar@ltinsurance.com<mailto:Piyush.Lohar@ltinsurance.com>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>

Subject: FW: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

As per the instructions received from Hon’ble Ombudsman, we request you to spare some time so that we can  schedule meeting at your preferable timings with our claims officer & Independent Surveyor with an aim to bring more clarity in the doubts/ queries raised by your goodself. Kindly confirm the timings.

From: Bimalokpal Delhi [mailto:bimalokpal.delhi@gbic.co.in]

Sent: Wednesday, May 11, 2016 11:29 AM

To: Sameer Dhar (Motor Claims, Delhi)

Cc: Aditya.Rajdan@highpointsolutions.com<mailto:Aditya.Rajdan@highpointsolutions.com>

Subject: Fwd: Harassment by L&T | Claim ID : 93510100088430

Dear Sir,

In reference to the trailing,we would request you to please take up the matter with the insured and sort out the matter.We note that he is writing since long.However,discuss the matter and try to convice him under-intimation to this office.

Thanks and Regards,

(Hakumat Rai)

Prof.Expert.

---------- Forwarded message ----------

From: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan>>

Date: Mon, May 9, 2016 at 1:45 PM

Subject: Harassment by L&T | Claim ID : 93510100088430

To: "bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>" <bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>>

Cc: " <mailto: >" < <mailto: >>, "Sameer Dhar (Motor Claims, Delhi)" <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>, grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>

Dear Sir,

This is to bring to your notice the harassment and mis-guidance that L&T has being subjecting us (  and Aditya) to the past 1month.

Policy Holder –  , Aditya Razdan(husband of Policy holder)

Insurance policy- 91510100597471000

Claim Number- 93510100088430

Claim intimidation – 31st March

Car - Hyunda  Eon Era

Workshop- Novelty Hyundai, Pathankot

The claim was made to L&T on 31st March and we were not-satisfied with surveyor (Manav)’s inspection. The reason was that Hyundai, for car repairs had made a request for body-shell and Manav was adamant on getting the car fixed in “child-parts”; we requested him the reason for rejection as we were concerned about the safety of the occupants of the car post-repairs. Manav refused to provide us any justification. We then requested him to apprise us about the process to get another surveyor. Since then we have been requesting L&T via various channels (email and telephone) to provide us a second surveyor. L&T has denied that request multiple times.

On 11th April finally exhausted by the surveyor’s non-responsive treatment we complained to L&T (help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> ) and on 12th April, Manipal (from L&T) called us and had a conference call with Manav (surveyor) in which they spoke in Punjabi and Manipal told us that he will inquire about our case from Head office (Mumbai) and will get back to us. As per him there were holidays in Maharashtra, hence L&T was unable to process our file for such a long time. After that there were no inputs from Manipal and he was absconding.

We called L&T customer care helpline number multiple times asked for some nodal officer or escalation hierarchy but were provided none. Every time we had to call them and ask them for some hierarchy they had no clear matrix in place.

On 14th April, we were provided Sameer’s email address and we sent him an email informing about the treatment being met out to us and how my wife was suffering commuting on a daily basis, but there was no response from him as well.

On 15th April, from internet we managed to get the email address of ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>> and added him in the email to highlight our plight and request some action, but there was no response from L&T.

On 18th April, after not receiving any response from L&T we emailed to bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in><mailto:bimalokpal.delhi@gbic.co.in<mailto:bimalokpal.delhi@gbic.co.in>> and then we received an email from Sameer, assuring us that they had a discussion with Hyundai and the car can be fixed satisfactorily via child-parts. Based on his this assurance, we asked Hyundai to start repairs on our car but now L&T is denying any such assurance to us as well.

We even added L&T grievance cell (grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>> ) in all our emails from 18th April to address our concerns, informing them of our plight and trauma that we were being subjected to; but till now they were quietly looking at the emails and not responding to any of the emails. They never bothered to get in touch with us via any modes of communication, an indication of how much harassment of customers has become a culture for L&T. On 4th May, we received an email from Sameer, which was full of lies which we negated, then only did Grievance cell woke up and replied to our email on 5th May to defend Sameer.

Now L&T is forcing us to sign a Satisfactory note to get our car, without providing us any justification for their incompetence.

We would request you to ask L&T to compensate us for the trauma that they have caused us for the following inactions –

Un satisfactory redressal  - No reason for rejection of body-shell is still provided. All we would like to understand is the safety of the occupants of the car

Delay in claim processing – It took L&T 18days and multiple escalations to finally get them to process the claim

Not providing an independent surveyor

Not having any clear escalation matrix in place

Misguiding customers – Initially they confirmed that the car would be safe to drive and based on their assurance when we requested Hyundai to repair the car, they are denying any such assurance.

We would request you to please impose fine on L&T for the treatment that they subject their customers to.

Please reach out to us (  –   or Aditya-  ) for any further queries or clarifications. If required, we can share the details of all the calls and emails that we made to L&T requesting them for the past 1 and a half month asking about the status of our claim and how they have vehemently denied us any service whatsoever.

Thank you and Regards,

Aditya- 

  - 

From: grievance [mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>]

Sent: Saturday, May 07, 2016 11:20 AM

To: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan>>

Cc:  <mailto: >; Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Mr. Razdan,

This is with reference to your mail dated May 05, 2016, regarding the subject claim.

We have reviewed the aspects of the claim and wish to affirm that our decision regarding the claim has been taken in accordance with the guidelines and policy terms and conditions.

We regret that the satisfaction note has not been received by you.  We are mailing the same for your reference with this mail.

We regret to note that you are not happy with the claim decision, in which case you may approach the Insurance Ombudsman for Redressal, the details of whom have been shared in our previous mail.

Assuring you of our best services at all times.

Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.

Yours Sincerely,

Arundhati Chatterjee

Customer Service

L&T General Insurance Company Limited

------------------- Original Message -------------------

From: Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>

Received: 5/5/2016 6:55 PM

To: grievance; grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>

Cc: ceo; ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>>; CRM_ADMIN Last name; help; help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>>;  <mailto: ><mailto: <mailto: >>; Sameer Dhar (Motor Claims, Delhi)

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Arundhati,

Many thanks for confirming another example of carelessness and half-hearted attitude of L&T. Please find my comments to your email in BLUE below.

Thank you and Regards,

Aditya

Mobile- 

From: grievance [mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>]

Sent: Thursday, May 05, 2016 6:03 PM

To: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Mr. Razdan,

This is with reference to your mail dated May 04, 2016, regarding the subject claim.

It would have been better if you would have replied on that email and addressed our concerns as is that email we had negated all the lies that your colleague, Sameer had conveyed to us.

We thank you for covering your vehicle insurance needs with L&T General Insurance.

We regret to note, that you have had an unfavorable experience while liaising with the company during your claim and would like to apologize for the inconvenience caused to you in this regard.  However, while we would like to be able to cover all the customer’s requirements, we are bound to operate within the purview of the guidelines and policy terms and conditions.

Completely agreed. So, can you please share the reason for rejection of body-shell, keeping in mind occupants safety.

Can you please confirm why L&T was sitting on our file for 18days and no action was taken on our case. Is 18 days timeframe in which your (L&T) women customers are suffering of no importance to you (L&T).

Can you please confirm what has been done on our multiple requests for an independent surveyor for the past one month.

Accordingly, we have arranged to address all the queries and concerns as raised by you via our replies in the trail mail.

In none of the trail mails has Sameer till date replied to any of our concerns. He has a couple of times tried to lie to us though which have been negated by us.

Further, with regard to the response from the surveyor, on raising the matter he has clarified that he was trying to explain the assessment and was not rude during the discussions at any point of time. We would like to apologize for any inconvenience that may have been caused to you.

Can you please confirm that if the surveyor in the first call to customer itself says “Please give the call to another Car insurance agent and I will explain the case assessment to him and he will explain to you” is something that is trained to L&T surveyors or is that acceptable behavior.

Can you please confirm that you have gone through your surveyor, Manav’s call records and verified that after the call that my wife,   made to him (on 11th April) and in which he disconnected the call on asking for a second surveyor option, he has actually made any calls (attempts) to reach out to us. I am assuming that your hypothesis stated above would be based on some facts. Can you please share those facts. As stated earlier, Manipal called us on 12th April (after our escalation was done on 11th April, till then Manav was delaying our case for no reason) and in that call both of your colleagues started talking in their native language which we could not comprehend at all and had to many times request them to speak in either Hindi or English, can you please confirm if a customer is stating a fact that your colleagues are downplaying their concerns, you have taken any action on it, because for the past 1 month now what we are seeing is L&T simply defending its personnel without even trying to understand and address our concerns.

Also, in order to initiate direct settlement facility to the workshop, we request you to send a duly signed copy of the attached satisfaction note.

No form was attached with the email, please confirm if that has been deliberately done. I am not sure about the contents of a Satisfaction note, but based on my understanding of the term and if you would go through the trail mail, with none of my queries being addressed, I hope you do understand that we are not at all satisfied. Can you please what all options do we have next- an independent surveyor, any nodal officer, Ombudsman, Consumer court ?

We would also like to inform you that in case if you are not satisfied with the resolution provided, you may approach the Insurance Ombudsman for Redressal. The details of the Insurance Ombudsmen and their jurisdiction are available on their website-www.ombudsmanindia.org/www.gbic.co.in<http://website-www.ombudsmanindia.org/www.gbic.co.in>.

Another half-hearted attempt, that you are sharing now after we have been requesting this for the past 3 weeks. The link to the page that you shared is not working (screenshot attached), instead of making us run from pillar to post is it possible for you to share the details (email or contact number) with us directly. If you cannot understand how much grief and harassment you (L&T) have caused us for the past 1 month please note that in our desperation to have our issues addressed by your incompetent colleagues we have added ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>> in the Recipients as we are under the impression that we are communicating with the top person at L&T. In fact, after having the concerned person in these emails and looking at your (Sameer and your) responses we are mentally traumatized and exhausted at this point in time.

We value your patronage with us and thank you for your understanding.

Should you need any further assistance, please feel free to write back to us or call us at 1800 209 5846 anytime between 0900 - 2100 hours and we would be pleased to assist.

Yours Sincerely,

Arundhati Chatterjee

Customer Service

L&T General Insurance Company Limited

------------------- Original Message -------------------

From: Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>

Received: 4/27/2016 7:54 PM

To: Sameer Dhar (Motor Claims, Delhi)

Cc: ceo; ceo@ltinsurance.com<mailto:ceo@ltinsurance.com><mailto:ceo@ltinsurance.com<mailto:ceo@ltinsurance.com>>; grievance; grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>; MANIPAL SINGH;  <mailto: ><mailto: <mailto: >>; Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

I am not sure what has compelled you to take this stance off late, but please let me offer some advice to you- It is okay to make mistakes. People learn from their mistakes. Important thing is to take a lesson from it and not repeat it.

Till date in spite of us repeatedly conveying to you as clear as crystal in the subject of the email “Rude and arrogant behavior of L&T surveyor” we are to date receive an apology from the person concerned. Instead of rectifying a wrong, you (L&T) are completely ignoring the fact.

We have made clear in the first email how we had requested for a second surveyor but that option was and has not till date been provided to us but telephonically denied many times by Mr. Manipal. In your previous email dated 25th April you mention “We have never received any request of appointment/ opinion of another surveyor, in any of the communications held either at grievance cell or with undersigned” so does this mean we were supposed to raise requests and inform the complete case history each and every time I communicate with L&T ?

In the email sent to your goodself on 14th April, it is clearly and explicitly mentioned that 14days have passed and Mr Manipal confirmed on 12th April that due to holidays in Mumbai the file processing was not done and he will now look into it. Now yesterday on 26th April you (L&T) wake up and realize that file was already processed and was not delayed at all ?

For all your remaining points, please find my response in BLACK below.

Thank you and Regards,

Aditya Razdan

Mobile- 

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]

Sent: Wednesday, April 27, 2016 7:02 PM

To: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>>

Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   < <mailto: ><mailto: <mailto: >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Thanks for writing back to us:

We have very carefully read the subject line and understand the contents of the mail. Refer our previous mail Dtd 18th April wherein it is clearly mentioned that your concern in respect of surveyor behavior is noted.

[AR-28-APR] Please read your email carefully. In the email dated 18th April, you by your goodself confirm “concerns towards independent surveyor are noted”. You do not confirm surveyor behavior but confirm that we would require an independent (another) surveyor. Please share the next steps that you (L&T) did towards the independent surveyor, because as much as I re-collect, I haven’t either via email or telephonic conversation received any response or guidance on getting a second surveyor yet.

Please find our remarks once again towards resolution as below:

1.       Surveyor is a technical personnel duly qualified from IRDA to access the loss & Hyundai dealer is a well reputed organization known for its technical competency & workmanship. The vehicle is getting repaired at Hyundai Dealer by using Hyundai approved SOP (standard operating procedure) & OEM parts. The Surveyor has explained this & the assessment in detail to your goodself. The repairs were approved only after scrutinizing the assessment by our technical team.

[AR-28-APR] The surveyor “Manav” or “Manipal” have never explained assessment to us. In the words on Manav on 2nd April (of which I have telephonic evidence) “please get some insurance person on the call and then I will explain the car status to him and then he will explain to you”. Mr Manipal after calling us on12th April (after we had emailed a complaint on 11th April)  and informing us that he will look into our case was absconding till 14th April and after that also after a lot of emails and calls we have just received confirmation that the car is being fixed “via child parts”.

I completely understand the competence of both Hyundai and L&T technical team. I also am aware that I am a naïve person in the field of automobile engineering, hence I am just asking the particular reason based on which the claim for body-shell was rejected. Hyundai must have done some analysis on the damage-impact and come to the conclusion that a body-shell is required and L&T technical team must then have performed another analysis and realized that the car can be fixed in child parts. I am just asking for that reason. Our family came alive from a very serious accident; our car had fallen off a cliff. I just want an assurance that the occupants in the car would be safe.

2.       As it is superficially evident from your trailing mails that due to your constraint as well in understanding the surveyor’s assessment also  led to the delay in start of the repair works of the vehicle.

[AR-28-APR] It is not superficially evident that there is a gap in our understanding. If that would have been the scenario, we wouldn’t have been chasing L&T via telephonic and email channels. Moreover, there is no clear escalation hierarchy defined at L&T which has been many times told to us telephonically (please refer email dated 15th April, 16th April and 17th April … ) . We have asked repeatedly for some Nodal officer or Ombudsman contact information but that has been denied to us multiple times in all our calls to the Customer Care. If you have recordings please listen to them else let us know.

3.       As an insurer we do not negate or justify any  aspect rather believe & do claim settlement in just & fair manner of the claim based on the principle of indemnity strictly as per policy terms & conditions.

[AR-28-APR] Here also I completely understand, that L&T has to work under IRDA guidelines. But instead of deviating from the topic it would be great if you could share the reason why you (L&T) was sitting on our file for 18 days, there were many attempts by us to reach out to you (L&T) but no effort whatsoever was made in those 18days to update us via any mode of communication made.

The first email was sent to email address help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> on 11th April

We have been repeatedly calling and asking Mr. Manav for an update on the claim process and if the file has been sent for processing or not. But the replies we have received from him are "I do not work on Saturday or Sunday, call me on Monday". He has no idea how to speak to Women folk. We have tried reaching out to him many times, but have not received any response whatsoever. We asked him the process to get another Surveyor and he said he will get back to us. That conversation happened 9 days ago.

It is now 11 days since the car has been surveyed by Mr. Manav and there has been no correspondence from him. Today, I called Mr. Manav once again and asked him if he can provide an estimate on the damage of the car and by when will it be fixed. He rudely, said I do not give any written estimates and banged the fone on my face.

The second email was sent to you on 14th April. There was no response from you and in that email it was mentioned (the excerpts below) –

I am without a car for nearly a month, and L&T people are sitting on my claim. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April). As per Mr. Manipal what has the surveyor mentioned in my claim file that cannot be disclosed to me as that is also an internal matter.

No response was received from L&T. Since, the above highlighted line is mentioned multiple times in our email and no response has been provided to us either via telephone or email, it is superficially evident that L&T has accepted that there was no action taken our file till 14th April and we without any clear escalation matrix defined were running pillar to post to get our car fixed. I hope you understand the trauma you (L&T) put us through for those 18days.

From: Razdan, Aditya [mailto:Aditya Razdan<mailto:Aditya Razdan>]

Sent: Monday, April 25, 2016 7:46 PM

To: Sameer Dhar (Motor Claims, Delhi)

Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi);  ; L&T Insurance CEO; L&T Insurance Grievance

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

This blatant web of lies being spread is quite shocking at this point in time.

Please read  the subject of the email carefully “Rude and Arrgoant L&T Surveyor”, our initial problem was with Manav only (the surveyor hired by L&T). I hope you understand if the email says that there is a problem with surveyor, you (L&T) must take steps of rectify it.

Since 11th April, we have been calling because we were completely dis-satisfied by surveyor Manav who apart from being rude and arrogant has no idea on how to communicate to females. He rudely spoke to my wife and disconnected the call on her face.

Has any action been taken by L&T ? Attached is the email sent to L&T.

If you read this email carefully; which I have highlighted in YELLOW below (for your reading), here are the excerpts–

Since, then we have been asking Mr. Manav to confirm that the occupants of the car will be safe even after in-part repair. But Mr. Manav has failed to acknowledge that. His only statment is that I cannot and will not approve body-shell. We have been repeatedly calling and asking Mr. Manav for an update on the claim process and if the file has been sent for processing or not. But the replies we have received from him are "I do not work on Saturday or Sunday, call me on Monday". He has no idea how to speak to Women folk. We have tried reaching out to him many times, but have not received any response whatsoever. We asked him the process to get another Surveyor and he said he will get back to us. That conversation happened 9 days ago.

It is now 11 days since the car has been surveyed by Mr. Manav and there has been no correspondence from him. Today, I called Mr. Manav once again and asked him if he can provide an estimate on the damage of the car and by when will it be fixed. He rudely, said I do not give any written estimates and banged the fone on my face.

I hope you can comprehend from the email extract, that we are seeking a second surveyor and reply from L&T about the status of our case.

After that we complained on 11th April and receive a call from Mr. Manipal on 12th April morning in which he was not at all helpful. Please refer the attached email sent to you as your number we received from L&T customer care. If you read this email carefully; which I have highlighted in YELLOW below (for your reading), here are the excerpts–

On Monday, when a formal complaint was logged with L&T, Mr Manipal (from Ludhiana) reached out to us (my Husband and I) to inquire about our case. After a thorough discussion with him, it seemed he is more interested in defending Manav, down playing the incident. We asked him if the case that Manav has prepared of our car and sent to L&T main office, has mention that Hyundai had requested for body-shell, he informed us that it is internal and he cannot communicate the details of the case with us. We fail to understand what "internal" means and if we need to file a RTI to understand what is happening with our car case.

We had a conference call in which they (Manav and Manipal) were communicating in Punjabi. It seemed more like we are the outsiders. We had to request them multiple times to speak in Hindi. I still have to receive an apology from Manav. Mr. Manipal, said he has taken up my case and is expecting a response from L&T, Mumbai in 2 days and will keep me updated. It is 2 days and he has not communicated anything.

It is now 14days since the claim was made to L&T. I fail to understand how many days it will take for file to be processed. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April).

Apart from this I would request you to at least spend some time in going through my case, show some apathy; I have been following up with you for the past 4 weeks now; please bother to check Communication records of your employees and I will show you the number of calls that I have made to L&T and hours I have spent in talking as well as sending emails.

12th April, 2016, complained ID “161804”  was made with description “not satisfied by surveyor”

15th April, 2016 – call is made to find out some escalation as Manipal is absconding.

16th April, 2016 – call is made to tell them that the escalation contact suggested “Amanpreet” has gone absconding.

22nd April, 2016, complaint ID “172826” “176497” … I can go on with the complete history of my case.

I have recorded calls with Manipal in which I have been requesting him again and again for a second surveyor and he has been denying a second surveyor with “sir ab jaanay do” remarks. If you or any other person would like to hear the recorded conversations please reach out to me.

I hope I have negated all your lies that you have mentioned below with documented evidence attached with this email.

•         A request for second surveyor was made which was denied by L&T

•         “as to what survey was carried out” – what I want to understand is if in his report to L&T Manav mentions that body-shell has been requested and the possible cause for rejection

•         There has never been any pause by our side as we have been reaching out to L&T via email / calls and all possible means to find somebody responsible. All these activities have involved a lot of our time in which you (L&T) has been comfortably sitting and not doing anything. If required I will share all the email conversations which have transpired over the past couple of weeks.

Hope you would not stoop so low to resort to any further lies in future.

Thank you and Regards,

Aditya Razdan

Mobile- 

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]

Sent: Monday, April 25, 2016 6:59 PM

To: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>>

Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   < <mailto: ><mailto: <mailto: >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Sir,

Please find our reply point wise in regard to your concern.

•         We have never received any request of appointment/ opinion of another surveyor, in any of the communications held either at grievance cell or with undersigned.

•         We are not able to understand the phrase “as to what was the survey carried out”. Request you to elaborate and explain in detail. Further, you may also contact undersigned on the contact mentioned in signature.

•         Once again we would like to draw your kind attention towards the scenario, wherein, you have been explained in detail about the repairs with the child parts in discussion with Mr. Manipal, Surveyor and Hyundai personnel and afterwards go ahead for repairs were given. There is no question arises over the durability of the spares/ vehicle,  as the vehicle is being repaired with Hyundai genuine spares and job shall be carried out by competent technical trained staff of Hyundai. You may check the same with dealership during repairs of vehicle if you have any doubts over the workmanship of repairer. As per our belief, Hyundai trained staff is equipped to repair said vehicle.

•         Please note that all activities in respect of your claim were paused as approval of job was put on hold by your goodself on the ground of disagreement over the mode of repairs. We once again shall be on the same statement that there is no delay on the part of Insurer.

Hope your all queries have been answered.

Regards

Sameer Dhar

Asst. Manager – Claims

T +91 11 66664100 | D +91 11 66664123 | F +91 11 66664199 | M +91 9810699495

L&T General Insurance Company Ltd, 6th Floor, DCM Building, Barakhamba Road,

Connaught Place, New Delhi-110001

From: Razdan, Aditya [mailto:Aditya Razdan<mailto:Aditya Razdan>]

Sent: Monday, April 25, 2016 5:59 PM

To: Sameer Dhar (Motor Claims, Delhi)

Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi);  ; L&T Insurance CEO; L&T Insurance Grievance

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

There seems to be some disconnect, please find my response in black below.

In regard to technical aspects of the vehicle after completion of repairs, hope your doubts have already been cleared as I understand that go ahead of repairs from yours side has been initiated after discussion with Mr. Manipal, Surveyor and Hyundai personnel.

[AR] I repeatedly asked Mr. Manipal if we could get a second surveyor, the request was put down by Mr. Manipal saying there is no such option available. I repeatedly asked Mr. Manipal to at least share or update me  as to what was the survey carried out by Mr. Manav. The request was also turned down saying that all that information is “internal”. I repeatedly asked Mr. Manipal to at least tell me the reason based on which L&T is turning down body-shell repair. That information was also not disclosed to me.

Please understand I am not an automobile engineer, I gave a go-ahead only based on assurance on your email (highlighted in yellow below). So, it is my understanding as a naïve non-automobile engineer, based on assurance from you (L&T) that the car would be as strong with child part as with body-shell. I would request you to please confirm the same.

We  would further like to update you on the concern of delay, please be advised that there was no delay on the part of Insurer as we have given approval for repairs immediately after survey of vehicle and repairs were put on hold by your goodself on the pretext of replacement of body shell.

[AR] In case there was no delay by L&T can you please share the activities that were being carried out on my File (claim number 93510100088430), since 31st March that it was intimated to L&T. Because this refusal on your part is also coming as a surprise to me, as I have been repeatedly escalating via emails and telephonic conversations (of which I have all proof) and Mr. Manipal has confirmed on 12th March telephonic conversation to me that there was a delay from L&T as Mumbai office was closed due to holidays (please refer to the first email in this conversation chain). Again, if you had approved the claim earlier and after 18days also are approving the same, I do not understand what was causing the delay as there was no effort from L&T (via email to telephone) to reach out to me at all.

Again I would like to bring to your notice that I am not an automobile engineer, I am an ordinary man whose main concern is the safety of the occupants of the car. Hyundai body-shop recommended to get body-shell repaired and L&T has declined it. Both of you (Hyundai and L&T) are automobile engineers, probably good in what you do. I do not have knowledge about automobile engineering. At this point in time I am not sure what is of importance to L&T.

Looking forward to your response.

Thank you and Regards,

Aditya Razdan

Mobile- 

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]

Sent: Monday, April 25, 2016 5:08 PM

To: Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>>

Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   < <mailto: ><mailto: <mailto: >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Sir,

In regard to technical aspects of the vehicle after completion of repairs, hope your doubts have already been cleared as I understand that go ahead of repairs from yours side has been initiated after discussion with Mr. Manipal, Surveyor and Hyundai personnel. Further to your another query in respect of cashless facility, we shall arrange to make payment to dealership, in case dealership agrees over the same.

We  would further like to update you on the concern of delay, please be advised that there was no delay on the part of Insurer as we have given approval for repairs immediately after survey of vehicle and repairs were put on hold by your goodself on the pretext of replacement of body shell.

From: Razdan, Aditya [mailto:Aditya Razdan<mailto:Aditya Razdan>]

Sent: Monday, April 25, 2016 4:28 PM

To: Sameer Dhar (Motor Claims, Delhi); L&T Insurance CEO; L&T Insurance Grievance

Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi); 

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

I haven’t heard back from you for the past 1 week. It would be great if you could respond to my email.

Also, could you please let us know if it is possible to get cashless insurance claim from L&T for my car.

Looking forward to receive a response from you.

Thank you and Regards,

Aditya Razdan

Mobile- 

From: Razdan, Aditya

Sent: Tuesday, April 19, 2016 12:35 PM

To: 'Sameer Dhar (Motor Claims, Delhi)' <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com><mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>

Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>;   < <mailto: ><mailto: <mailto: >>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

It is great to finally receive an response from you (L&T Insurance). If I understand correctly, L&T after discussion with Hyundai agrees that the car even with child parts will be as strong as repair with body shell. Please confirm my understanding. As the safety of the occupants should be of primary concern.

Now, I would request you to please direct us (my wife and I) to the concerned authorities (point of contact) to whom we can address our issue regarding the delay in services that L&T has caused. For the past 18 days, we have been reaching out to all L&T contact information we could search from the internet / helpline. There is no clear grievance redressal mechanism in place. As communicated on 18th April –

First, Manav (surveyor) has been rude and irresponsible though out the time he was looking at my case(31st March to 11th April). The last straw was when he disconnected my call on my face (11th April). His escalation resulted in Mr. Manipal coming in the picture, who after hearing my complete story instead of asking Manav to apologize, makes light of the matter and tells me that he will get back to me (12th April morning). Since then he is absconding.

His escalation resulted in Mr. Amanpreet coming in the picture, who on 15th April morning, told that he will get back and since then there are no whereabouts of him.

It has taken L&T insurance 18 days, many calls to Customer Care (1800 209 5846), many emails (to help@ltinsurance.com<mailto:help@ltinsurance.com><mailto:help@ltinsurance.com<mailto:help@ltinsurance.com>> and whatever email addresses we could search on the internet and IRDA website etc.). as there is no clear escalation hierarchy present. We have spent hours talking to L&T employees in communicating and escalating issues over and over again. My wife had a really tough time commuting during this time frame all the while L&T employees were sitting on our file with leisure.  Our professional and personal life came to a standstill all because L&T personnel were apathetic towards us.

All this points to negligence and deficiency in services to customer.

We would request you to please let us know what caused the delay of 18days in processing the file. As during these 18days with no clear picture we were mentally harassed and traumatized.

Thank you and Regards,

Aditya (Mobile-  )

  (Mobile-  )

From: Sameer Dhar (Motor Claims, Delhi) [mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>]

Sent: Monday, April 18, 2016 6:42 PM

To:   < <mailto: ><mailto: <mailto: >>>; L&T Insurance CEO <Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com><mailto:Ceo@ltinsurance.com<mailto:Ceo@ltinsurance.com>>>; L&T Insurance Grievance <grievance@ltinsurance.com<mailto:grievance@ltinsurance.com><mailto:grievance@ltinsurance.com<mailto:grievance@ltinsurance.com>>>; Razdan, Aditya <Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>>

Cc: Manipal Singh (Motor Claims, Ludhiana) <Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com><mailto:Manipal.Singh@ltinsurance.com<mailto:Manipal.Singh@ltinsurance.com>>>; Vaibhav Misra (Motor Claims, Delhi) <Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com><mailto:Vaibhav.Misra@ltinsurance.com<mailto:Vaibhav.Misra@ltinsurance.com>>>

Subject: RE: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Dear Mam,

We have gone through the complete details of the case and finally arrived on the decision that vehicle can be satisfactorily repaired with child parts after discussion with Hyundai staff. There is no requirement of replacement of body shell as demanded in estimate. Accordingly, job approval has been given from ours side. Hope, your grievance in respect of repairs of vehicle has resolved.

Further, Your concerns towards the independent surveyor are noted.

From:   [mailto: <mailto: >]

Sent: Monday, April 18, 2016 5:22 PM

To: Sameer Dhar (Motor Claims, Delhi); L&T Insurance CEO; L&T Insurance Grievance; Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>

Cc: Manipal Singh (Motor Claims, Ludhiana); Vaibhav Misra (Motor Claims, Delhi)

Subject: Re: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

I am not sure about your position in L&T Organization as that is never disclosed to us. I am not even sure if you are the concerned person to contact. It has been 18days since we have made a claim and are made to run from pillar to post without anything fruitful. There is no clear defined escalation hierarchy also.

First, Manav (surveyor) has been rude and irresponsible though out the time he was looking at my case. The last straw was when he disconnected my call on my face. His escalation resulted in Mr. Manipal coming in the picture, who after hearing my complete story instead of asking Manav to apologize, makes light of the matter and tells me that he will get back to me. Since then he is absconding.

His escalation resulted in Mr. Amanpreet coming in the picture, who on 15th April morning, told that he will get back and since then there are no whereabouts of him.

Today, morning I received a reply from you, which brought some hope that some update would be provided to me but another day has passed and there is no update provided whatsoever.

Seems, L&T's main objective is to harass customers only. Highly disappointed by the treatment met out to me. At this point in time I am not sure whether surviving the accident was more traumatic or the way my case is being handled by L&T.

I would request you to please direct me to the concerned person in the Organization.

Thank you and Regards,

 ( )

Aditya Razdan( )

On Sun, Apr 17, 2016 at 2:09 PM, Sameer Dhar (Motor Claims, Delhi) <Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com><mailto:Sameer.Dhar@ltinsurance.com<mailto:Sameer.Dhar@ltinsurance.com>>> wrote:

Dear Manipal,

Please send me complete details of case at the earliest.

From:   [mailto: <mailto: ><mailto: <mailto: >>]

Sent: Thursday, April 14, 2016 4:28 PM

To: Sameer Dhar (Motor Claims, Delhi)

Cc: Aditya Razdan<mailto:Aditya Razdan><mailto:Aditya Razdan<mailto:Aditya Razdan>>

Subject: Rude and Arrgoant L&T Surveyor | Claim ID : 93510100088430

Hi Sameer,

After inquiring from L&T insurance helpline, I have been informed to reach out to you in case of having a disfavourable experience. It has been 14days, since a claim was made for my car, the details for which are as under -

Surveyor- Manav -9915032311.

Insurance policy- 91510100597471000

Claim Number- 93510100088430

Car - Hyunda  Eon Era

Workshop- Novelty Hyundai, Pathankot

Issue- As per Hyundai Body-sheel needs to be changed. Mr. Manav is approving only in-part repair of my car. My concern is safety of occupants which is not of importance to Mr. Manav

I have had nearly no communication from L&T whatsoever. Till date, I tried to contact Mr Manav many times, only to be met with a rude and arrogant person who is not at all helpful. The last straw was when I requested from him the reason for rejecting body-shell and approving in-part repair, he banged the fone on my face.

On Monday, when a formal complaint was logged with L&T, Mr Manipal (from Ludhiana) reached out to us (my Husband and I) to inquire about our case. After a thorough discussion with him, it seemed he is more interested in defending Manav, down playing the incident. We asked him if the case that Manav has prepared of our car and sent to L&T main office, has mention that Hyundai had requested for body-shell, he informed us that it is internal and he cannot communicate the details of the case with us. We fail to understand what "internal" means and if we need to file a RTI to understand what is happening with our car case.

We had a conference call in which they (Manav and Manipal) were communicating in Punjabi. It seemed more like we are the outsiders. We had to request them multiple times to speak in Hindi. I still have to receive an apology from Manav. Mr. Manipal, said he has taken up my case and is expecting a response from L&T, Mumbai in 2 days and will keep me updated. It is 2 days and he has not communicated anything.

It is now 14days since the claim was made to L&T. I fail to understand how many days it will take for file to be processed. As per Mr. Manipal there were holidays in Maharashtra so the file processing is taking a long time. As per my knowledge there was only a single holiday in Maharashtra for Guddi Padwa (on 8th April).

Looking forward to your support and extended co-operation.

Thank you and Regards,

  (Mobile-  )

Aditya Razdan (Mobile-  )

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