My two wheeler insurance was expiring on 24 April 2012. I preferred this insurance instead of my existing insurance provider. Then started trouble. On 18 April 2012 I bought the policy online. The portal is such a waste that after confirming the amount from my CitiBank portal, this reliance portal did not generate any policy document and came back to the payment page again and asked me to pay the premium again.
I confirmed from Citibank that the transaction is approved. I passed on the approver code and statement reflecting the insurance premium paid to reliance. I raised a service request. The insurance company sent a mail (In fact that is the only communication sent from the company till now).
On 23 April I called their toll free number. That lady responded that she is helpless and cannot even fetch the details as the system is down. She told me to call again. I didn’t understand and asked why should we call again? She replied that there is no outgoing calling facility for them to call me. Also, there is no mechanism to talk to any senior or manager over there. We pay money and also end up talking to these non sense guys over there.
On 24 April I used their LIVE CHAT window and told that I will wait till 6pm on 24 April. The executive told that my case would be given priority and will revert to me on my mobile and mail id. The executive mentioned that they are awaiting response from back end team. I don’t understand why the customer should care about the back end team.
I thought to put an end to this non sense. I got my policy renewed with my existing insurer. I happily got my policy document.
My sincere advice is:-
Reliance general insurance is inefficient to issue a policy document even after getting money from the customer. Think about the customers who go to the company for claims. It should have been a nightmare for them. To mention, I faced a similar problem with Bajaj Allianz few years back when the payment was done but policy not issued. Then also, I brought to their notice that the amount was deducted and policy not issed and gave the details. I was surprised that the Bajaj Allianz guy responded immediately that they looking into this and promptly issued a policy document in a day.
These Reliance people has setup a timeline of ten days themselves for resolving service requests. I could not understand what they do in those ten days? Do they go to the paper mill to buy paper for printing my policy or to my vehicle manufacturer? They ask us to wait for ten days.
I sincerely advise all to stay away from this as there is no response from any one in the company. There is no escalation. There is no proper priority to process any complaints The toll free number lady is a typical example about how things can be self managed without giving any details to the customer that too after waiting on hold for 20 mins.
NEVER EVER take this policy even if they offer the cheapest premium.