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Old 31st July 2015, 17:37   #1
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Default Insurance from Bharti Axa - 'Caveat Emptor'. Edit: Fought the case at Ombudsman and won!

Hi Folks.. wanted to share my 'fantastic' claim experience with Bharti Axa GI.

I own a Honda Amaze and hold a comprehensive policy from Bharti Axa General Insurance (IInd year now) with add-ons of Zero Depreciation and Cost of Consumables right from Day I.

The car met with an accident as a street hoarding along the highway fell onto the rear side of my car while I was having snacks at a highway 'dhaba'. (the car was parked). The rear side, including the boot, rear bumper and rear windscreen were badly damaged. A local pick up crane nearby was called and the car was rescued out of the metal cluster thereby causing some further scratches on the sides/doors. It was brought to Samara Honda, Mayapuri, Delhi (an authorized Honda service center for repairs via a crane provided by Honda road side assistance as they had a cashless tie up with Bharti Axa).

The car was surveyed by Bharti Axa’s in house surveyor, Mr. Rohit Sharma and the repair work begun. After 10 days or so, I was informed by the service center people that I need to pay certain amount as copayment and that they would let me know the exact amount at the time of delivery.

After 15 days from the date I'd dropped the vehicle at the service center, I was given to understand that I need to pay Rs. 8101/- (as against Rs. 1000/- as compulsory deductible) in case I need the vehicle back as the surveyor concerned has not approved the components towards Salvage and Work Contract Tax (WCT). Also, he has not approved some paintings on panels as it had some minor scratches. (hell I was having Zero Dep.!!)

Given the fact that it was close to 15 days and I was facing trouble commuting, I had no other option but to pay the money and take the delivery of the vehicle.

I spoke to surveyor concerned and he told me that WCT is not payable under the policy as it is dealer specific and not Honda specific. I immediately spoke to the Service manager at Samara Honda, who gave me in writing that WCT is NOT dealer specific but Honda specific and is charged by all Honda dealers in NCR.

I wrote several emails to Bharti Axa including their Customer care, grievance redressal officers, Head – Motor, Head – Customer Care, Head – Compliance, Head – Underwriting, Head – Operations and claims on different occasions to which I received a final reply that their stands remain the same and I may approach the Ombudsman.

Let my friends here be aware that these Bharti AXA guys are cheaters and nothing else.

See my concerns here:

a. Why WCT was not paid when the policy wordings do not mention anything about the same?

b. Why an arbitrary amount towards Salvage was levied without consultation/consent? Further, the policy wordings do not mention anything about levying salvage. Even if the salvage was arbitrarily imposed, technically it becomes my property; why it was not handed over to me. (May be pointing towards surveyor – service center nexus??).

c. What was the rationale behind imposing additional paint charges on account of depreciation? The photographs were not provided despite five email reminders to their in house surveyor. I keep my car spic'n span.. the minor scratches, if any, were as a result of car being taken out from the metal structure immediately after the accident. How can the surveyor come to a conclusion that these were before the accident.

d. I was given a reply by one Mr. Satish Yadav (supposedly Specialist - Claims!) that Satisfaction Voucher was signed by me and that they proceeded with settlement based upon that.. wherein the fact of the matter is that all the documents are made to sign by the service center people even before the repair work begins. When confronted upon the policy wordings, this buggar went to the extent of saying that even the 'Cashless' facility is not mentioned in the policy wordings.. still its been provided to you as a gesture (Beat that!!)..Lol!!

Also told me that I would've contacted him before leaving the car to Samara Honda because they have a 'setting' with Courtsey Honda wherein the WCT is not charged. Heck, someone tell this 'Specialist Claims' that I am supposed to intimate about the loss to the 24 X 7 helpline/contact center and obtain a claim # and not to you. I even never knew you exist at the first place!!

However minuscule the amount be, as a principle, I am not supposed to be taken for a ride and have already proceeded to Ombudsman.

No matter what it takes in amount of time or money, I would set these cheaters right so that no one else falls into their trap. I plan to go till National Commission in case everything else fails. Wish me luck guys.. this is something am doing for my motorhead community.

Last edited by panky12345 : 31st July 2015 at 17:44.
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Old 31st July 2015, 17:54   #2
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Default re: Insurance from Bharti Axa - 'Caveat Emptor'. Edit: Fought the case at Ombudsman and won!

Quote:
Originally Posted by panky12345 View Post
Hi Folks.. wanted to share my 'fantastic' claim experience with Bharti Axa GI.

No matter what it takes in amount of time or money, I would set these cheaters right so that no one else falls into their trap. I plan to go till National Commission in case everything else fails. Wish me luck guys.. this is something am doing for my motorhead community.[/b]
I own an Hyundai - My car insurance is due and I had received an email from my dealer regarding the renewal. They have a cashless tie up with Bharti Axa. I have forwarded this link to them, and have asked them if the same practice is followed by them too, here in Pune. I will update the thread as soon as I have any update from them.
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Old 31st July 2015, 18:00   #3
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Default re: Insurance from Bharti Axa - 'Caveat Emptor'. Edit: Fought the case at Ombudsman and won!

Do keep us updated.. meanwhile if I hear from any source, I would also update you all.
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Old 20th October 2015, 09:51   #4
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Default re: Insurance from Bharti Axa - 'Caveat Emptor'. Edit: Fought the case at Ombudsman and won!

Update time folks: Had a hearing at Ombudsman yesterday. Got awarded the amount except the 'additional charges'. The clever lawyer told that additional charges were not due to depreciation as claimed.
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Old 5th December 2015, 11:27   #5
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Default Re: Insurance from Bharti Axa - 'Caveat Emptor'. Edit: Fought the case at Ombudsman and won!

Quote:
Originally Posted by panky12345 View Post
Update time folks: Had a hearing at Ombudsman yesterday. Got awarded the amount except the 'additional charges'. The clever lawyer told that additional charges were not due to depreciation as claimed.
Hi. Good to know that your ordeal ended in an acceptable manner.
How much were the additional charges?
And were you refunded the amount claimed as scrap? Because in chandigarh and punjab also it is the standard practice in VW and Hyundai service centres to charge depreciation from customer on cashless claims.
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Old 23rd May 2016, 13:38   #6
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Default Re: Insurance from Bharti Axa - 'Caveat Emptor'. Edit: Fought the case at Ombudsman and won!

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Originally Posted by risham View Post
Hi. Good to know that your ordeal ended in an acceptable manner.
How much were the additional charges?
And were you refunded the amount claimed as scrap? Because in chandigarh and punjab also it is the standard practice in VW and Hyundai service centres to charge depreciation from customer on cashless claims.
Sorry for the late reply. Additional charges were in the tune of 3K.

Yes, I was refunded the salvage amount. This is infact a nexus between the garage and surveyor. Surveyor gives a random amount (say 5% or 10% as salvage), innocent customer is made to pay that without realizing that its his property now as he'd paid for it. Dealer retains it and then sells it to salvage corps.

Correct way to teach them a lesson is to always collect the salvage, go to the insurer's office and deposit the same and claim refund.
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Old 23rd May 2016, 17:25   #7
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Default Re: Insurance from Bharti Axa - 'Caveat Emptor'. Edit: Fought the case at Ombudsman and won!

Its these same Bharti Axa guys: ...
Oh boy looks like they have made an ADVERT mocking themselves hahaha

Last edited by alpha1 : 23rd May 2016 at 17:51.
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