[hemant.kamat]

Last month, while returning from a temple visit in my pre-owned 2018 Wagon R VXi 1.0 AGS, a young calf suddenly ran onto the road requiring me to brake hard and swerve, narrowly missing the animal. However, a scooterist tailing me could not stop in time and hit my rear bumper resulting in a ~ 2cm hairline crack IN THE PAINT and a ~ 1cm corner of the rear right taillight breaking off. Since there was no injury to anyone and the accident was unavoidable, I decided not to pursue it with the scooterist, who in turn suffered a broken fender.

When I reported the accident to the insurer (Reliance General) for claiming damages under the transferred zero-dep cover, I was informed that there were pre-existing scratches on the bumper as per the inspection report at the time of renewal of the insurance policy by the former owner, and that only the damaged parts (rear bumper & taillight) would be covered, whereas I would have to foot the cost of painting of the rear bumper entirely. However, as the damages were miniscule and neither impeded the functioning, nor compromised the safety of the vehicle, I decided to decline the repairs. Reliance General also assured me that they would consider only the comments in the earlier inspection report, in the event of a future claim.

Coming to a few days ago, when I was reversing the Wagon R out of my garage, I forgot to check the gate, which was only partially opened, and ended up with a dented rear tailgate and further severe damage to the bumper & taillight. This time, Reliance General has denied in total my claim for the bumper & taillight, citing pre-existing damages, in stark contrast to their earlier assurance of honoring the inspection report observations.

Is this denial justified, and if not, should I escalate to IRDAI?

[Naetik30]

Was Reliance General Insurance your insurer for the previous year as well? If yes, you have a strong case. If not, it is not going to be easy.
You can and should take it up with reliance ombudsman first and then to IRDAI, if things dont go in the right direction.

It is exactly for these reasons that I do not change my insurers often. Even if there are small changes in cost of insurance.

[hemant.kamat]

Originally Posted by Naetik30

Was Reliance General Insurance your insurer for the previous year as well?

Post purchase, the previous owner transferred the insurance to me in February, and yes, the Wagon R has been insured with Reliance General only right from its original registration in 2018.

Originally Posted by Naetik30

You can and should take it up with reliance ombudsman first

I have emailed rgicl.services@relianceada.com which, as I understand, is their grievance redressal email id

[Naetik30]

Originally Posted by hemant.kamat

Post purchase, the previous owner transferred the insurance to me in February, and yes, the Wagon R has been insured with Reliance General only right from its original registration in 2018.
I have emailed rgicl.services@relianceada.com which, as I understand, is their grievance redressal email id

Thats good for you. If Reliance was the insurer from the beginning then they have very few reasons to wriggle out of this.

I would suggest - you get the photos they took at the time of renewal from them. Then challenge them on the claim with the same. CC the IRDAI and things should move for you.

[hemant.kamat]

Originally Posted by Naetik30

I would suggest - you get the photos they took at the time of renewal from them. Then challenge them on the claim with the same

I have them from the earlier denial; they show a few scratches on the bumper which were probably polished/touched-up by the previous owner before selling me the vehicle. This time, they're refusing to cover the bumper & taillight based on my previous accident intimation and my subsequent cancellation of the claim

[Naetik30]

Originally Posted by hemant.kamat

I have them from the earlier denial; they show a few scratches on the bumper which were probably polished/touched-up by the previous owner before selling me the vehicle. This time, they're refusing to cover the bumper & taillight based on my previous accident intimation and my subsequent cancellation of the claim

That is good. You can then mail IRDAI with the details and their denial on the claim. Should bring them in line.

[hemant.kamat]

Originally Posted by Naetik30

That is good. You can then mail IRDAI with the details and their denial on the claim. Should bring them in line.

No response from Reliance General grievance redressal as of yet; I have registered a complaint with IRDAI. Acknowledgement received mentions that IRDAI only facilitates resolution of grievances by insurers but does not adjudicate upon complaints

Dear Sir/Madam,

Your complaint has been successfully registered in Bima Bharosa portal with Token number 04-24-016785 and forwarded to the insurer electronically who will respond to you directly within reasonable time (15 working days).

You may visit https://bimabharosa.irdai.gov.in/ (or) call IRDAI Grievance Call Centre at the toll free number 155255 OR 1800 425 4732 for tracking the status of your complaint.

For information about the grievance redressal mechanism in insurance sector and role of IRDA, Please quote your Complaint number in all your future correspondence relating to the complaint

Please note that IRDAI only facilitates resolution of grievances by insurers but does not adjudicate upon complaints.

Thank you and Best Regards,

Policyholders' Protection and Grievance Redressal Department,

IRDAI

[hemant.kamat]

UPDATE: Reliance General has agreed to honor their earlier approval of bumper & taillight replacement, and will additionally bear 50% of the bumper repainting cost

Thanks @Naetik30 for your insights & invaluable advice.

Mods, please update the title accordingly, and lock this thread

[Naetik30]

Originally Posted by hemant.kamat

UPDATE: Reliance General has agreed to honor their earlier approval of bumper & taillight replacement, and will additionally bear 50% of the bumper repainting cost

Alls well that ends well!!! .
The important part here is that you had Reliance Insurance through out. If it was a different insurance across the years, it would have been impossible to get the claim processed.
It is definitely important to consider this, when thinking of switching insurance provider for minor difference in cost.