We have been defrauded by the representatives of HDFC Life in August 2013. Since then we have been trying to reach their service team to resolve our issues. We have gone to their branch, called their helpline, sent 16 emails and yet, today, standing in Feb. it is as unresolved as before.
What bothers is something much deeper. I have seen service go awry or not adhere to standards. and then companies coming back and apologizing. I believe, for a conscientious company, that would be the first step to setting things right. They don’t lack intent. Its just that their processes and structures failed with your interaction.
But HDFC Life is something else. it has not shown me the intent that it wants to listen to customers and fix things. I have not come across an organization before that is this paranoid about opening out channels to receive complaints. It almost seems like an organization wide effort to deflect any chance of a customer reaching them to seek redressal.
I don’t know if anyone has noticed how this is one company that does not even list out the escalation channels openly on its site. It just says that use the escalation channel given in your policy document. What if one has not recd the policy document(as in my case) or what if the emails to that escalation ID are bouncing(such as mine is) or what if calls are being unanswered(again, same as my case) or you get templated responses from the helpline that make no sense.
So, it leaves you wondering. what next?
I guess the insurance ombudsman now!