To, Date : 12 May, 10

The General Manager,
IFFCO Tokyo General Insurance Co Ltd,
4, 5 Floor, IFFCO Tower,
Plot No.3 Sector 29,
Gurgaon – 122001
Haryana (India)

Cc: Maruti Insurance,
Cc: Insurance Regularity Development Authority

Sub: Abnormal delay in settlement of Claim No – 1-65B06M (Policy Number : 90050160)

Dear Sir/Madam,

I Syed Javed Naqvi S/o S.I.A Naqvi R/o E11/50, Hauz Rani Malviya Nagar, New Delhi-110017 hereby serve you following notice for its strict compliance

1) I am the owner of aforesaid vehicle bearing registration No. DL-3C-BJ 0368 Model 2008 Maruti Swift Lxi.It was comprehensively insured by you vide policy No 90050160 valid for the period from 06 Dec 2008 to 05 Dec 2008 for a sum of Rs 379991/-. The said car had stolen at Karol Bagh Area at on 24/10/09, which I had parked in rear side of Jassaram Hospital, Karol Bagh.I immedietaly informed the PCR (100) and filed the FIR (FIR No. 153) at Karol Bagh Police Station on same day.

2) The Investigator, Vikas Kumar & Associates was deputed on 27 Oct 2009 by your organization to examine and access the loss caused to the said vehicle who supposed to conducted requisite survey of the vehicle (got the SMS from the Insurance Company), but after waiting a long period there is nothing a single call from Investigator as well as your company.i called customer care and get the Contact details of Investigator.I kept on trying to contact the investigator for examine my vechile but on every attempt nothing was happened nor getting any satisfactory answer from the investigator.

3) I again contacted the aforesaid Investigator on 2nd Dec 2009 over his mobile (9213134072) and again on 10th Dec 2009 to know whether they will be come to investigate or I request to change investigator from your company.In every conversation with the investigator he assure me that he is coming next day, next Monday, after three days. he gives me a false commitment every time when we spoke.

4) Having not satisfied and fade up with the attitude of the Investigator displayed about my claim.i requested to insurane Company for the change of my investigator, but they refused my request.

5) After waiting long time my Investigator came on 16 Jan 2010 and start the survey of my case. on 20th Feb 2010, he finished all the investigation of my Car.i handed over the following documents on same day:

1) FIR
2) Vechile Particulars
3) One Unused Key
4) Letter to R.T.O
5) Untrace Report
6) Photocopy of Insurance policy
7) Photocopy of Purchase Invoice
8) Photocopy of Service Record
9) Photocopy of Salary Slip for Jan 2010
10) Claim Form duly Filled
11) Photocopy of RC
12) Self attested Photo Impression of the Key with Key Tag.

6) The receipt of aforesaid paper has been duly acknowledged by the representative of the aforesaid investigator (while receiving the documents assured me on 20 Feb 2010 that he would submit report after a week). since then I egarly waiting for response but no response has been given. on enquiry to ascertain the status of my claim, it was learnt that my case has been kept pending with the investigator.

7) After a several times talking with my investigator with a same reply I called a customer care on 26 April 10 at 4:50 Pm requested to lodge a complaint with Mr Amit Kumar but he refused to do complaint, i also requested to talk with his senior but he refused first, when I insisted him a lot then Mr Debojit Sr Manager was coming on the line, gave me the Number of Mr Aditya Dixit (9971109308) and assure me to get a call after an hour from the company but I have not received any call.
after an hour, at around 5:40 Pm, i called Mr Aditya Dixit who is in Claim Deptt. about the status of my case he replied that he hasn’t received the file from investigator of my name and try to contact the investigator only.

8) Next day (27 April, 2010) I tried to contact the investigator but he picked his mobile at 2:30 Pm, replied that he’s in Kota, coming next day then he will be able to give the status and also assure to give a call.

28 April -- I have not received any call from the Investigator.
29 April -- I give a call to Mr vikas replied me that he’s not reached his office, assure me to give a call from his office but in vain.
30 April -- talked with Mr vikas he replied that he has dispatched my file to the Insurance company.
1 May -- called Mr Dixit to know the status of my file, he told me that give a call on Monday.
3 May -- called Mr Aditya Dixit again but he’s in the meeting answered me that he give a call after the meeting but not received any call.I have not received any satisfactory reply from anyone (Investigator or Insurance Company). At around 6 Pm I called Customer Care and requested to lodged a complaint about my case with Mr Dinesh Gill Customer Care Executive, he refused to do so and assure me to receive a call from concern person on the next morning.
4 May -- not received any call from the company, I again talked with Mr Aditya Dixit, this time he doesn’t know the status of my file, he committed to call within an hour after talking with Investigator, but not received any call from the same.
7 May –enquired from Investigator who’s claiming that he already dispatched the file to the Insurance Company, I called customer care to know the status (Mr Dinesh, Customer Care Executive) he transfer the call to Mr Mohan Raj (Supervisoir) assures me to give a call on Monday (10 May) and give the status positively before 4 Pm.

10 May – I havn’t received any call from Mr Mohan Raj who assured me a lot to give the status of my case.I complaint to greivence cell (Complaint No. 4233) on the company’s website at 5 Pm on the same day.
Over the six and the half months gone but till date I have not received any single call after several times assurance from the Investigator and your Company.

9) It is most disgusting and astonishing that not being communicated about the status of my case despite trying a lot from my side so that I decide the future course of action to be taken in the matter. i have been deliberately harassed and being put to unbearable mental tension by the attitude of your investigator and your company claim to dispose of the claim within 15 days.

10) Under the above circumstances I therefore, request you to communicate the status of my case and to take appropriate action in the matter within 7 days of receipt of this notice, failing which I will be constrained to initiate all legal action against your company to settle the dispute. A copy of this notice is also being sent to IRDA, New Delhi the controlling agency to make them aware about your act and conduct in harassing the reasonable customers.


Syed Javed Naqvi

E 11/50, Hauz Rani,
Malviya Nagar,
New Delhi-110017
Email Id : [email protected]
95828-02503 / 98913- 85985