I bought health insurance from HDFC ergo in February 2021 & it was a monthly deduction from my HDFC Credit Card. In June 2021, The Bank Issued me a new credit card & my July 2021 & August 2021 Installment naturally didn’t deduct as my old credit card got deactivated. I got a text message from HDFC as follows -
Dear customer, you have taken the right step of having insurance coverage, however, the installment payment for your Policy No. 2828100985920100 has not been received yet. To get the coverage benefits you had opted for, please pay the premium of Rs. 629 on or before 06-Jul-2021. Please ignore if already paid. To pay now, please click https://hegi.co/qC0qgAAEAAA= Team HDFC ERGO.
Upon clicking on the link (Which should take me to a Payment Gateway) I got a screen where it was written "Your Policy in In-Active". So basically there was no option to renew the policy, nor there was any guideline to make the Payment. Then there was a Tab called "Ok". Upon pressing that tab there were options like -
Policy
Documents
Policy Servicing (Raise/Track Policy Request)
Claims
Documents
Uploader
Write to us
So I clicked on Write to us & wrote my concern, upon that I did not receive any reply from HDFC Ergo till now.
I wanted to continue with my Policy, So I Called Customer Care & told them my concern & asked them to send me the Payment Link or Any Option by which I will be able to make the Payment & continue with the Policy. The Customer care executive promised me that they will come up with the resolution within 48 Hours. I told the executive that my query is very simple & I want to make the Payment & send me the link & also guide me in updating my new credit card details. The executive said, wait for 48 hours & we will surely resolve your query. After that, I even asked the executive that I want to continue & the Policy shouldn’t get discontinued. Upon that the executive promised me that The Policy will remain to continue & don’t worry it won’t get discontinued. This was on 5th August 2021.
After 48 hours I didn’t receive any response, So I called again & asked the same. Now, this executive promised me that at the end of the day I will get the resolution for sure. I did not get any email or call again. I asked this executive as well that my Policy shouldn’t get lapsed & He said, It won’t get lapsed & don’t worry. This was on 7th August 2021. Then on the second day of my second call, some executive called me, here I had to describe my entire problem for 3rd time. He said, give me 24 Hours & I promise to send you the Payment link. I asked this guy as well for the 3rd time (2 Previous Executives & this 3rd One) that Will My Policy remain active? He also promised that it will remain Active & I am from Management Department & the other 2 People You previously had a Conversation were Customer Care Executives & I hold a Good Position & I will give you a resolution within 24 hours for sure. His name was Mr. Jateen. This happened on 8th August 2021.
I still did not get any email, Any Call or Nothing & Out of the blue I got a text message saying that,
"Dear customer, we are sorry to inform you that due to non-receipt of installment payment for Policy No. 2828100985920100, we are unable to provide the insurance cover you had opted for. Team HDFC ERGO"
Then in Frustration again I called Customer Care & they said that The Policy is Active & you will receive the Link to make the payment within 3 to 4 working days. I even told the executive that I have received the above message, upon that the executive said, don’t worry, you will receive the Payment link. This was today on 9th August 2021.
Then today at around 5 pm I got a call from Mr. Rashid stating that My Policy will not get continued. I said why he said we have all the rights reserved & it can’t get continued.
So finally after Emails, After several Calls, they gave me this. Even though every time I called or emailed them they said the same thing that I will get the resolution & the Policy won’t get discontinued. I myself called them & made many efforts to make the Payment, but these Unprofessional & Unethical HDFC Ergo did not show any Intent to help the Customer & after so many Calls & emails they finally Ate my Money & everything went for a toss.
With all these Conversations & Calls & Emails I understood One thing, that HDFC Ergo is a very Unprofessional Company & they do not have any system to give a Customer another option to make the Payment.
I asked them I want to make the Payment - No Solution
I asked them I want to Update my new Credit card details - No Solution
I asked them for any other Payment Option - No Solution.
In Between, I even Downloaded their Mobile App & After Filling in my Policy Details, The app also didn’t have the option to make the Payment. I mean c’mon, for such a big company like HDFC Ergo this is shameful that their App is not proper, they do not have any other Payment options. Even If I have to buy 50Rs. thing anywhere online I get All The Payment Options like Netbanking, Debit Card, Credit Card, UPI, Wallets, etc. But with HDFC Ergo even if you want to make the Payment, You simply can’t. Coz these guys are Unprofessional & Unethical.
To Continue the Policy with these people is so Difficult & a Task, I better don’t Imagine the Claim Settlement Process. Customers must be Crying.
Final Verdict - Don’t Buy Any Policy From HDFC Ergo General Insurance. Very Unprofessional Company.