Team-BHP
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https://www.team-bhp.com/forum/)
There is no such thing as Why ,Insurance company should have thought about the why part when they drafted the language of policy document and promotional literature to lure customers to buy the policy.
When they write the following in policy document or online material ( copied from website)
"Towing Facility in an event of a breakdown/accident 24x7 serviceby phone or online-even on holidays."
It clearly means that they offer towing in an event of breakdown ( even non-accidental) as a facility.
So for my eyes it is cheating if they do not provide it.
Insurance companies are providing Roadside Assistance (RSA) coverage as an add-on in the insurance policy now a days. Normally, they tie-up with a third party service provider(s) to extend this service to customers. The terms and conditions of the RSA coverage is very important to read as it defines the extend and limitations of the benefits. This varies from company to company and in some cases based on the plan from the same insurance company. The number to call-up for RSA will be provided by the insurance company along with the policy. It may be the common call center number of the insurance company itself or as in most cases will be that of the Third Party Service Provider.
@Longford - Sorry to hear your experience. Please check your policy document to verify whether Roadside Assistance coverage is indeed provided to you under your policy. Normally this coverage is provided as an add-on with extra premium so it will easy to spot it in the policy document. You have to also check the coverage wordings in the policy as well to check what exactly it covers and the perimeter for providing this service. Please don't go by what the Sales person / Agent would have told you at the time of sales as there are many reported cases of miss selling in the market. If the event is covered as per the policy, you may opt to lodge a complaint with the company, if necessary, and I am sure they will attend to it.
Sorry for delayed reply.. hectic day at work so far..
Quote:
Originally Posted by echo77
(Post 2452400)
Bajaj Allianz has a 24x7 motor claims support. They will tow your car only if you would claim insurance on the breakdown. They should have been clear with you on the phone. From your response, it looks like the lady tried asking about accident support, whereas you were asking for roadside assistance. I guess this is where things got lost in translation and the lady got confused and transferred the call. Still the other party should have made it clear that they do not provide roadside assistance.
24x7 roadside assistance is provided by some dealers. I won't expect an insurance company to provide such a service. Please indicate if I am wrong.
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- Yes, they have a 24x7 service for roadside assistance called Mondial Service. Co-incidently, if I remember correctly, even Royal Sundaram/Chola was offering this. I took the BA's offering based on the positive vibes I got here at TBHP :-)
Yes, this service is diff from Motor Claim dept's 24x7 service and caters to things like - Out of fuel, locked out, key lost, tyre woes etc.
Quote:
Originally Posted by androdev
(Post 2452431)
horrible customer service! i thought at least BA will be a bit better!
What did you do finally?
OT: off late, you really need a very thick skin and lot of time and patience to get something through to the people on the customer support. the worst customer support is provided by telecom companies followed by insurance companies i guess.
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Since it was raining crazy and as luck would have it, I was parked bang on the bustop (sure towing possibility), managed to get 2 guys to push it forward. Left it parked there on the side and came back in the afternoon with a friend. Did some push starting but in vain. When my friend opened the bonnet, there was a nice big rat sitting there, who just did not want to leave! Finally, we convinced him to leave with some stick pokes, and the fella ran across the road, and broke my heart! An auto came and bashed him off and the crows had a free meal of meat!
Turns out the rat loved my starter cable and that had snapped. called a garage mechanic and got it fixed and greased the wires. 700 bucks in damages.
Quote:
Originally Posted by echo77
(Post 2452702)
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Nope. Its a 24x7 support service called Mondial. Its a worldwide service that Allianz has and they extended it here as well. Ask BA about it. I have the policy wordings on this. just my luck that I had to use it.
Quote:
Originally Posted by ghodlur
(Post 2452930)
@Longford
I fail to understand when there was an issue with the car why call the Insurance guys for that? Did you contact the car manufacturer/dealer/workshop helpline. Maybe they would have helped you faster than the Insurance guys. No point in blaming the Insurance co.
If the car needed to be towed then a towing no would have been more handy. Even I have a 24X7 helpline given by Royal Sundaram but alsl do have the Ford RSA no and Ford workshop helpline no which I will attempt to call first.
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Because the Insurance guys gave me the roadside assistance facility. This is different from the 24x7 claims hotline.
Quote:
Originally Posted by sa_kl14
(Post 2452965)
Insurance companies are providing Roadside Assistance (RSA) coverage as an add-on in the insurance policy now a days. Normally, they tie-up with a third party service provider(s) to extend this service to customers. The terms and conditions of the RSA coverage is very important to read as it defines the extend and limitations of the benefits. This varies from company to company and in some cases based on the plan from the same insurance company. The number to call-up for RSA will be provided by the insurance company along with the policy. It may be the common call center number of the insurance company itself or as in most cases will be that of the Third Party Service Provider.
@Longford - Sorry to hear your experience. Please check your policy document to verify whether Roadside Assistance coverage is indeed provided to you under your policy. Normally this coverage is provided as an add-on with extra premium so it will easy to spot it in the policy document. You have to also check the coverage wordings in the policy as well to check what exactly it covers and the perimeter for providing this service. Please don't go by what the Sales person / Agent would have told you at the time of sales as there are many reported cases of miss selling in the market. If the event is covered as per the policy, you may opt to lodge a complaint with the company, if necessary, and I am sure they will attend to it.
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The policy document mentions this.
longford, you have a clear case to complain. Please write to the highest authorities you can think of at Bajaj Allianz and keep us posted on the outcome.
Things like 24X7 roadside assistance are important factors in making a choice when it comes to a service provider and if BA has no intention of honouring its tall claims, they should be exposed and punished for what they are: lying cheats.
If the policy says breakdown service, then you should have got the service.
I think you should take up with BA, and if possible get an email or in writing that they do not do service breakdowns. If you do manage to get that, it would be fun to threaten them with documentation (your policy and proof that you were declined the service.
The irony is that I moved from RGI to BA just for the roadside assistance which was assured to me. Even the policy document mentions that. Read 2.3 in the attached document -
http://dl.dropbox.com/u/8712567/BA_A...l_benefits.pdf
I took out the policy in 2009 and they mentioned that the assistance is included by default. last year I renewed it online due to shortage of time.
The thing is that in both the insurance policy documents there are no additional deduction/charges. Upon enquiry, I was told that it is included and besides the policy document is the standard format by the govt.
It now dawns upon me that the company despite promising this, deliberately makes an omission in the document and makes a verbal assurance. The policy wording also mentions, upon payment of additional charges, which makes the case that of a never committed service!:mad:
Either way, its a bitter lesson to learn on a rainy day and not to trust anything these folks say. But, will egg you folks to read the policy wordings carefully and apprise yourself what you are in for. And also test the committed service from time to time.
Guess what, I was visited by an ICICI insurance guy and for some reason after he left, I decided to check on quotes for my upcoming car insurance renewal in Nov. Went to policybazaar and also just out of curiosity checked out at BA's site as well.
On their (BA) site, i selected the non BA policy option to check what the premium was. On the premium display screen ( after second page) they show 3 options Regular, Fixed and Flexible. The Flexible option has this 24x7 facility called DriveAssure. As curiosity would have it, I tick marked the 2 options for DriveAssure and 24x7 boxes and recalculate the premium and lo! There was NO change in the premium.
Surprised by this, I then did the same by selecting renewal of BA policy mode and the story was same.
Moral of the story: Even though the Driveassure document mentions extra charge, nothing is added to the policy proposal or amounts payable. It is included in the policy if you selected the same, for no additional charge.
Then, I went back to my email inbox and pored through each and every email I exchanged with them in 2009 and guess what - I have clear statements that I want roadside assistance in my document and the proposal was to include them. Now, I am up in arms with BA and have started the long and arduous journey of exchanging notes on their complaints wing.
Apologies for bumping an old thread, but I had to share my recent experience with BA.
I was doing a tank to tank on my Laura TSi. Drove for a while on reserve. Kept pushing even though the prediction stated I can only do another 10KM. Long story short, the car wouldn't start the next day.
I called up the BA helpline. I've got Drive Assure on my vehicle. The old policy had been cancelled so I could get the new, Drive Assure policy. There was a bit of confusion between the 2 policies. However, the rep asked me to stay on the line, conferenced me with the BA customer rep, clarified that the old policy had been cancelled and made the necessary changes to the database. All this while I'm on the conference call.
Eventually, he informed me that I was eligible for 5L of free petrol and that the rep would be at the car in an hour. 70 minutes later, a rep from BA was at my car with my free petrol!
I'm not sure what used to go on with BA, but my experience with them was nothing shy of 5 stars.
Good to hear that BA is taking the roadside assistance seriously as advertised.
I had a harrowing experience and utter disbelief due to the agent's commitment and not showing up in the policy document.
Since early 2012 they made that option free with online renewals.
In Aug 2012 had an accident due to a don's truck banging into me for no fault and they handled it satisfactorily with the claims settled between 20-30 days. The garage fellow took care of the surveyor facilitation and a few confirmation calls and the matter was settled.
My renewal came up last Nov and the insurance was triple. Fought hard with them and convinced them to only withhold only the NCB, since the fault was entirely of the other party. They agreed and also managed to let me have the 24x7 assistance after a further fight.
So all in all they did well subsequently, although everything is a fight with them.
This year too, the renewal note at home says no 24x7 assistance but if you do online renewal, they will throw it in. Whatever be the case, make sure it is mentioned in the main policy document along with the annexure.
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