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Mislead and reject my claim www.oneassist.in insurance company due to violation of policy

Complain ID : CCN027352   39  

Service Complaint Complaint Date: May 19, 2017
Modified date: May 19, 2017
  • State :  Delhi
  • City :  South West Delhi
  • Address: Ecom Express Pvt Limited, 14/12/2, Samalka, Old Delhi- Gurgaon Road, New Delhi - 110 037, India
As per our yesterday's conversation on call, my claim is declined by insurance company due to violation of policy terms & condition.
But my concern is that at time of purchasing your product, your customer care executive have to guide me to update relative's name who is going to use mobile with my consent and pics of mobile as per Mail attached of 15-2-17.

Please clear my below points.

Is there total responsibility of customer only to take follow-up, to check company norms, from raising till pass of claim.
what is your customer care responsibility? only to collect the documents.
How come your company sent documents to insurance company without checking the case.
if as per your company norms only entitle user is eligible for claim instead of relative. but when i shared the details for claim to your company then your team is not aware of your own company norms and then why they haven't guided me or refused my request at first stage by advising me as it will get rejected due to violation of norms.
Or you provide customer care service just to manipulate customer or mislead.
if any customer mark the mail to adld@oneassist.in id for update the information in your database as suggested by your customer care executive then there is no company responsibility to response on such mail or guide the same to customer appropriately. Your company's person agrees that no one is reading the mail whoever marking mail to adld@oneassist.in , i have proof of it. Audio record attached with mail.
Simultaneously why did your team is not guiding proper to customer that "your docs will not update in our database".
Sajesh told me we are not authorized to tally documents which are provided by customer for claim and we are only broker and document collector.
your company's focus is only on sale not on after sales service or customer satisfaction or proper guidance for long lasting relationship.
if your company guided me at first stage, then i applied claim on my name instead of relatives, who is taking responsibility on same.
On your website it is mentioned that your service is provided throughout India but when i raise the claim in march and your company reverted me in may. Can you explain what is your TAT timing?
Complaint Against / To: www.oneassist.in

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