Sorry to say, I am completely dissatisfied with your service Policybazaar.com.
I initiated car claim on 19th Dec 2022 & till date it’s pending at your side.
So I would like to share my overall experience with your process right from initiation of claim to getting claim from the insurance company. It’s not that I am here to share all negative feedbacks about the company, it’s just that we are glad that we have start-ups like yours in the industry where we can compare different insurance policies & take right decisions but at the same time we want you to improve your process so that you can serve your customers better & get in sync with your company vision.
1. Initiation of Claim -
My car met with a minor accident, but I was relieved cuz I already had one insurance from Policybazar.
I went on to call the team to know the process & here I got my first shock - they did not have cashless tie-up with Authorised service centers. So they gave me options of some aftermarket workshops where I can get cashless or go for authorised center with advance cash payment. My Car was just 1 year old, so there was no sense in going to aftermarket workshops. So I had to take the second option.
2. Car service -
Interestingly, authorised service center in the beginning refused to take up the car itself because it was through policy bazaar, cites bad experience in the past. Then I had to get PB customer care executive in conference to convince the floor manager & get my Car in.
3. Car Surveying & approval -
Again a shock, when I came at this stage, I got to know that I am being appointed as the surveyor of my car, (attached the screenshot of msg I got from insurance company ) & I have to survey the car, take a 360-degree video & send it to the company. So basically there was no executive on ground to assist me in the process & also there was no single executive assigned to my case dedicatedly till that point of time. I had to call the company a number of times for clarification on the process & everytime there used to be a different person who will attend the call & I had to explain everything to them for several times a day. Please note there were around 7-8 other documents I had to procure, get their print, fill them & scan & mail them back to the company.
Anyhow, I did the survey of the car & submitted all the documents.
Once it was approved, the denting painting jobs started in my car.
3. Post Repair-
Post repair I was asked to pay the full amount & mail all documents by Post. They said initially that once they receive all my documents in physical, my claim will be completed within 7-10 days.
So anyhow I took around 9-10 documents & mailed it via Speed Post to their Delhi office.
I was tracking the post & it reached them on 29th Dec & it is 25th Feb today, I am still being convinced by the team, that it will be done by next week.
Post repair & once the documents reached them, I was assigned a dedicated executive from their side. But I am not sure how are they coordinating with the insurance company that it took 2 months.
Interestingly initially they said that it’ll take 7-10 days for claim completion, after documents reach them but when I asked them after 7 days they refused that statement & said it normally takes 15-20 days.
Now it’s been 2 months & they have no answer to it.
Today they even said to me that they can’t help me in this & they can’t even get their manager to call me back.
One thing is clear from this whole experience that they don’t have repo in the industry - Right from the workshop level executive to insurance company - I got the same feedback from all that Policy Bazaar is not trustable & now I believe them too.
My problem is I have my Term Plan also registered from Policy Bazaar, I have no option now but to revoke that policy. I can afford one car claim process gone wrong but I definitely can not afford my Term Plan process go wrong.