I was one of those young MNC working Indians, who used to think that government companies like LIC and National Insurance are bad and we will see a sea change in customer service with private player coming into insurance field. I am sad to admit that I was totally wrong as far as working of Birla Sun Life goes. Its customer service is horrible. They will promise you moon before you buy the policy, but at the end you feel cheated with their attitude and service.
I initially got a policy document from them and got nothing after that. I was expecting periodic policy statements etc, but I received none. When I enquired about Birla SunLife’s policy on these matters, they told me that policy statemnet they send annually and that depends on the date you have taken the policy. Also, they issue ECS certificates twice in a financial year to enable people to get Tax benefits etc. I told them that I have received none in the previous financial year and I need them to file my income tax return. They just replied me with a policy statement and that too without any explanation that why I have not received it earlier. Even asking the same questions again, I was surprised to find that they have just send the same statement again without bothering to answer me !!! And what could be worse that there is no mention either on the policy document or on their website how a customer can talk to or email to a senior fellow. It is a planned bad service. When I failed to get anything else, I requested for a TPIN (password to check my account on their website, BTW their website also remains down most of the time in a day) so that going forward I can keep an eye on my own on the policy status BUT I didn’t receive that too for one month. I had to run from my agent to his boss to their customer service ................ to finally get a TPIN and a single ECS certificate. I took arond 45 days, 7-8 phone calls and around 15 emails.
I advice all of my fellow Indians to please think THRICE before buying a policy from Birla Sun Life. They can really make your life horrible.