Hi team, I have recently bought a used VW Jetta. The ownership transfer has been completed and I reached out to the insurer to transfer the insurance to my name. There was a delay in the transfer process by their end and during the recent rains in Bangalore, a tree branch fell on the parked car shattering the rear windshield and denting the roof and the boot of the car.
The surveillance cameras installed in my place has caught this. The exact time of the incident is a bit dark due to a power outage but you can see the neighbors rushing to see the car moments later. I have shared all the proofs requested by the insurer. After all the proofs have been submitted now they aren't responding to my emails. To date, even my contact number hasn't been updated in their systems.
Below is the timeline of events;
June 1: Request raised for insurance transfer. Had attached the screenshot from Vaahan portal as i hadn't recieved the RC at that moment.
June 2: Additional documents were requested by insurer. RC copy which wasn't available at this moment.
June 18: All requested documents submitted from my end.
June 18: Pre-inspection link was sent to carry out the process online.
June 19: Pre-inspection link sent wasn't working.
During this period I was out of town for work. Once I was back restarted the exercise of the pre-inspection. Finally, when I called their customer care and informed the inspection link not working for my car, they informed the car model needed a physical inspection and cannot be done online.
Aug 18: I sent a mail asking for the manual inspection to be carried out and asking to initiate the procedure for the same.
Aug 19: Received a mail stating a pre-inspection link is being sent again.
Aug 20: The saga continues and I escalated the issue to the team leader who confirms she would have it resolved.
Aug 22: Received a mail from their end that a manual inspection shall be arranged. And the details to be shared.
Aug 26: Still no details of the manual inspection were shared.
On the same morning, a tree branch fell on the parked car causing damage.
I emailed them the pictures and video of the incident site.
Called their customer care and informed the same and also enquired about the manual inspection for which they said they shall have it arranged the next day.
Aug 27: Manual inspection was carried out.
I called on the customer care number enquiring about the status. Now the person on the line tells me they cannot provide me with the first-party insurance and only a third party shall be provided. On asking the reason for the same he informs this is all he has been told and when insisted on speaking with his higher authority I was told no one was available at the office. I did not budge and insisted that he connects me to someone higher up or give me a valid reason why first-party insurance cannot be given. His standard reply is "I'm sorry sir, but this is all I've been informed". He also goes on to say I can take the insurance with some other insurer and if need be he shall have the premium also returned to the source account. And this is when I lost it. The call lasted 40 mins and at last, he said a call back would be arranged in 15 mins and that hasn't happened to date.
On the same day, i wrote an email to the grievance head (got his detail from the insurance policy) and grievance redressal unit stating all the issues faced and the pathetic response from their team but till date the guy hasn't replied.
Aug 28: Someone from the grievance redressal unit called and after the explaining everything he had a generic reply that it shall be solved in 24 hrs.
Aug 30: No response from their end, I shoot an email addressing both the grievance redressal unit(GRU) guy and the head.
Aug 31: GRU guy replied asking for more CCTV footage.
Aug 31: Shared the same as requested.
Sep 1: Follow up email 1
Sep 3: Follow up email 2
Sep 4: GRU guy apologises for dealy and asks for additional 48-72 hours.
Sep 8: Follow up email 3
Sep 10:Follow up email 4
Sep 13: Follow up email 5.
Till date there is no response from their end. The incident occured on Aug 26th and it's been 18 days and I'm still waiting.
It's really disheartening to see the car in the same condition for close to 3 weeks and need help on how to take this forward.
Following are the proofs submitted to them from my end
The car in good condition clearly seen in the footage as of Aug 23
https://drive.google.com/file/d/1LQ-...zQ2Ry5xJw/view
Car turned around with the hope that it might mitigate rats venturing under the hood.
https://drive.google.com/file/d/1dYW...QZKAWnI7D/view
Proof of car being as is as on Aug 25
https://drive.google.com/file/d/1Odx...nOOajF2w_/view
Aug 26
Watch the last 13 mins of the video where the neighbours rush to see the car and later i walk down to access the damage and use a car cover to cover the car.
https://drive.google.com/file/d/1ehs...bDFpqmzkO/view
Video recorded on the phone before moving the car inside the building.
https://drive.google.com/file/d/1hQn...C3JSXoYg2/view
Car being moved inside the building to prevent water ingress and further interior damage.
https://drive.google.com/file/d/18ms...Pn_lB2m1q/view
If any more details are required from my end, i shall share them. If an email trail is needed I shall share them personally.
Kindly help me solve this and not let them wiggle away.