HDFC Life Insurance

Harrowing experience with HDFC Standard Life

1. On 1st September I bought an online term policy from HDFC Standard Life

   
   




2. I submit all documents online, mail across all documents on the email ID available and make payment the same day. Received confirmation for all.

   
   




3. 2nd September I call up the customer care Center. HDFC doesn’t believe in assisting with a dedicated manager as that is wastage of money.

   
   

For them insurance is akin to mobile services and you have to navigate your way to talk to a human being. On finally being connected to one after trying 3 different numbers, I was told that they have received all documents and there will be no medical requirements. If anything is required they will get back.

1. IRDA TAT for processing of policy is 15 days. As I didn’t receive any communication from HDFC Standard till 16th September, I called up the customer care department on 17th to check the status and was surprised to say that there is a delay in processing the policy is my medicals have not been done!  On one side they told me that insurance is not required whereas on the side they tell me policy can’t be issued without medicals.

   
   




2. In the same call I asked for scheduling a medical appointment and was given a time for 20th September at 8 in the morning. I was also told that I will receive a confirmation call for the same.

   
   




3. I didn’t receive a confirmation call or the appointment details nor did anyone come to do the medicals at the scheduled time. The other insurance companies have sent the person from the diagnostic center at home to do the medicals and I was expecting one from HDFC too as I was not given any other details.

   
   




4. At around 9 am I called up HDFC Standards customer care center only to be informed that I missed the appointment as I didn’t visit the diagnostic center. How in the world was I supposed to know that I am supposed to visit the diagnostic center when no one has informed me of the same.

   
   




5. I filed a complaint with the customer care executive vide complaint number 2014092072267and I was told that I will receive a call from the supervisor by end of day on 20th September.

   
   




6. I didn’t receive any call from the customer care supervisor and I had given up all hopes of any response from HDFC.

   
   




7. Meanwhile, I also filed a complaint with Policy Bazaar who had advised me in purchasing the HDFC Standard Life’s policy. On 22nd September they told me that they have asked HDFC to reschedule an appointment for medicals for 27th September and again I will receive a confirmation call for the same. I didn’t expect much and didn’t receive any calls / mails confirming the appointment.

   
   

10 Suddenly on 24th September I receive a call from HDFC Standard’s marketing department selling me a policy as I had logged on their website once! I narrated my experience to the marketing manager who advised me to be patient and he will ensure that someone will look into the matter. But as had become practice of HDFC Standard Life’s team not to listen to customer’s complaints once the money has been paid, I didn’t receive any response.

1. On 26th September I was left with no option but to file a complaint with the grievance cell of HDFC.

   
   




2. I received a call finally from HDFC Standard on 26th evening confirming my appointment for 8:30 in the morning of 27th September.

   
   




3. However, the saga didn’t end there. While I reached the diagnostic center at 8:30 and the blood and urine tests were completed by 8:35, I was asked to wait till 9:15-9:30 for the doctor to come for the remaining tests. If the doctor was not available then why I was given an appointment in the first place.

   
   




4. Fortunately, yes fortunately the doctor was on time and seeing the frustration on me, the center took me in right away.

   
   




5. I have now been promised speedy release of medical reports and the policy and hopefully HDFC manages to issue the same without any hiccups.

   
   

For the record, I purchased a policy of similar nature from Aegon Religare after purchasing one from HDFC Life. The experience with Aegon team is exactly opposite. They have provided amongst the best services I have experienced in any industries in the country and the policy has also been long issued.

Also for the record, I have been banking with HDFC Bank(a sister concern of HDFC Standard Life) since I turned 18(over 12 years) and am an Imperia Banking customer. While for the time being my concerns have been addressed, I thought to post this saga for HDFC to notice that customers no longer can be taken for granted.