Despite highest premiums in the industry, I fell for the product features.
1. Due to my busy schedule, I applied through Max Bupa’s online policy purchase module on 3 January 2012
2. Once I paid the premium through credit card, the system displayed some server error instead of giving a confirmation / any reference no.
3. I called their help desk but the executives had no clue about my application. They expressed helplessness. They did not even offer to check and help out.
4. I forwarded screen shot of my credit card statement on 17 January 2012 to Customer support. I requested them to cancel my application under Customer ID 0000083532 and refund the amount.
5. I have been following up ever since.
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Following are my issues with their Customer Support team
1. As with all Customer Supports, a different person receives the call
2. They do not have access to the e-mails which customers have sent, so they have no clue on what is the problem and how old it is. Thus there is absolutely no sensitivity to the issue.
3. They keep generating service request numbers every time, thus the effort spent in earlier transactions become useless. A new deadline is handed out every time==.
4. They are totally non-committal about the dates by when the problem will be resolved.
5. Even if I call and try to explain the issue, they do not seem to understand and obviously, no effort is put to resolve it.
6. There is no escalation matrix, i.e. No e-mail ids of the higher ups that you can write to. They have some names of Senior Manager and Vice President. An empty box pops up, where you can write upto about 200 characters. God only knows what happens to messages which I have left there.
If this is the state of affairs at the Application Stage, one can imagine what will it be if the policy gets issued and customer approaches with a Claim.
Max Bupa is a terrible company with non-existent processes. Their Management does not seem to be having any idea of such realities. Please do not apply for Insurance with this company.
God only knows when I will get my refund – this has been my worst nightmare till date.