Royal Sundaram General Insurance — company not able to trace car insurance policy for more than 2 weeksReport
Please briefly explain why you feel this question should be reported .
As i tried to renew the policy in last week of march, rsgi website didn’t recognize my policy. I called customer service on 30th of march 2018 mentioning my issue with policy renewal and asked help. I was shocked to hear that my policy was not renewed and they were not able to trace my premium paid details. Then i sent the payment details and online confirmation of renewal on 9th april 2017. On 30th march 2018, i wrote an e-mail to rsgil customer service (Customer. Services@royalsundaram.in) providing the policy renewal confirmation document that was generated by rsgi and the credit card payment details. Rsgi replied back saying they would get back within 7 days. However, i haven’t got proper response from them other than general response saying “it is still being investigated by back end team”. I have made 3 calls and rsgi has been very vague and non-committal. When i called them on 7th apr representative informed that they would respond by 9th apr and they didn’t. When i called on 13th apr morning, representative mentioned they would get back by end of the day and they did not. When i called yesterday 14th apr, they are telling they would get back by 14th. I asked for written response and commitments, they have not responded.
I need to renew policy and it is impacting my ability to renew/buy a new policy it considering i need to know the status of current policy. Company has been very insensitive to the my concern. What if i had to make a claim instead of renewal? I am concerned on the their system of records, processes and abilities to honor claims and help paid customers during distress (That is why buy insurance).