I have been maxbupa health policy holder since 2 years. My policy was covering for me and my wife, I wanted to include my newborn child’s name in the same policy. When I called maxbupa customercare they said its possible only at the time of renewal. Now that my policy’s renewal date has come i.e. 5 April 2013.
I called up customer care on 23 march 2013 and asked for the details of procedure, etc. My call was transferred to the renewal dept. The executive said she’ll calculate the premium etc and call back within 10 minutes but she never called. I called customer care again on 30 march 2013 and I got the same response. This time a different executive from renewal dept took my details and said she’ll call me back in 10 minutes but she too never called.
I emailed them many times but all I get is an automated response that you will be contacted in 2 working days. Vexed up I called customer care again on 1 April 2013 and registered a complaint, I was told that renewal dept staff has not yet arrived to office so a call back will be arranged. Instead of call back I received an SMS "thank you for contacting us. Your reference no. is 250851.
Please use this number in all your future communication." and immediately another SMS followed without delay even for a minute "thank you for contacting us. Your query with reference no. 250851 is resolved. Please feel free to contact us in case of any clarifications." How was the complaint resolved within a span of seconds without contacting me?
If this is the fate of Max Bupa why should I or other customers continue with their services? And if Max Bupa is troubling me so much at the time of renewal which is actually for their own profit as I will be paying them, should I keep even a fraction of hope that they’ll let me claim their "cashless hospitalization" as said by them in case of unfortunate hospitalization?