My Honda City was stolen on 5th September 2009.
Kapoor Associates was assigned as a investigator to the case.

I submitted all my documents to Mr.Singh(contact person from kapoor associates) around 3 months back and only full and final untrace report was pending which I submitted on 17th December 2009.

I waited till 4th January but I have not received any responce from Relaince side.

Then I called up consumer care: 39898282 and asked about my claim status. They informed me that all the required documents are pending from my side. I was amazed by there words and then informed that I have already submitted all my documents.
They raised complaint in this regard.
Complaint ID: 860728.
Then I called up Mr. Singh and he told me he has already submitted all my documents few days back.

5Th Jan: I again called consumer care around 6:10 pm and they marked urgency to my complaint existing(860728) and forwarded.

7Th Jan: I again called consumer care around 6:15 pm and they marked urgency to my complaint existing(860728) and forwarded.

8Th Jan: I again called consumer care around 4:10 pm and they marked urgency to my complaint existing(860728) and forwarded.

11Th Jan: I again called consumer care around 9:35 pm and they told me systems are currently down.

12Th Jan: I again called consumer care and they told me that "we have received al the documents confirmation in our system. Your claim is under process."
As per my request, she added question to existing complaint about turn around time of my complaint.

13Th Jan: I again called consumer care and they marked urgency to my existing complaint (860728) about turn around time of claim and forwarded.

15th Jan: I again called consumer care around 11:15 am and Mr. Prashant informed me that reliance is still waiting for some documents from my side.
I am shocked with the status he gave me. On 12th Jan somebody from consumer care already told me that they have received all document confirmation.

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After one month from lodge date, this is reply against my complaint ...
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Dear Mr Jain,

We apologize for the delay in our response.

We would like to inform you that, due to non-submission of transferred Registration Certificate in the name of Reliance General Insurance Company Limited, your claim is yet to be settled.

Hence, we request you to submit the same at the earliest, and enable us to proceed further with your claim settlement process.


Meanwhile, if you need any further assistance please feel free to call us at our Toll free number 1-800-3002-8282 or 39898282 (local charges).

We thank you for choosing to write to us.

Yours Sincerely,
Customer Service Unit
Reliance General Insurance Co. Ltd.
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I replied this mail to some senior manager from Reliance:
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Hi XXXX

In continuation to the below attached communication. Please tell me when I can come and collect papers which are required for RC transfer.

Please feel free to contact me cell no.

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Background of My Case(Incase you are not already aware):

My Honda City car was stolen on 5th September 2009.
Kapoor Associates was assigned as a investigator to the case.
Claim ID: 2091203759

I registered complaint on 4th January for not delay in claim settlement which got resolved after one month( i.e couple days back) with below attached response.

Now they only require transferred RC but I have not received any document which I can submit at authority for this purpose.
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Please have a look and tell me if something is missing from my end.
Eagerly waiting for your response.
Hoping for quick settlement of my claim as it's been more than 5 months when my car was stolen.

Regards.
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Mr. XXXX replied in his mail:
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Dear Sir,


We refer to your captioned claim for theft of your vehicle on 4/9/2009. On perusal of the same it is observed that you had declared value i.e. IDV (Insured’s Declared Value) at Rs. 627000

In this connection, we would like to bring your kind attention to the Indian Motor Tariff (which is an IRDA regulation) regarding fixation of the IDV reproduced below for reference.

The IDV of the vehicle is to be fixed on the basis of manufacturer’s listed selling price of the brand and model as the vehicle proposed for insurance at the commencement of insurance /renewal and adjusted for depreciation (as per schedule specified below
SCHEDULE OF DEPRECIATION FOR ARRIVING AT IDV AGE OF THE VEHICLE % OF DEPRECIATION FOR FIXING IDV
Not exceeding 6 months 5%
Exceeding 6 months but not exceeding 1 year 15%
Exceeding 1 year but not exceeding 2 years 20%
Exceeding 2 years but not exceeding 3 years 30%
Exceeding 3 years but not exceeding 4 years 40%
Exceeding 4 years but not exceeding 5 years 50%


At the inception of the Insurance Policy, the manufacturer’s selling price of the vehicle was Rs. 730000/- (Rs. Seven Lacs Twenty Nine Thousand Only).

Therefore as per the schedule given above, the vehicle being in the category ' exceeding 1 year but not exceeding 2 years' the correct IDV should have been Rs. 584000/- (Five Lakh Eighty Three Thousand Two Hundred Only).

We require your consent for settlement of the claim at Rs. 584000 which please provide to enable us to take up your claim for approval by the competent authority.

Regards

xxxx
Senior Manager
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My Reply to Him:
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Dear Sir,

I am not going to provide consent for lesser amount than policy IDV.

At the time of policy booking the IDV is calculated by insurance agent itself and not by me. My last policy IDV was 6, 97000. He deducted approx 10% from this which comes out to be 70, 000. So he took premium on 6, 97, 000 - 70, 000 => 6, 27, 000.

Why company not refunded excess premium at the time of policy booking?
And when company don't raised any issues at the time of policy booking then why I am being asked to take less amount?

This table must also be applicable at the time when I insured my vehicle from Reliance General Insurance. So it's better if you arrange training sessions for the agents which books insurance policies and teach them about this rather than forcing customer to take less amount.
I am not sure whether it's company's fault or agent's fault. What I know is, I paid premium for 6, 27, 000 Rs. I won't be accepting even a single penny less than this.

Company is not having issues in taking excessive premiums but they do have issues when there turn comes to pay customers.

One more thing, on 3rd Feb I received mail from [email protected]. This was a resolution to my complaint raised on 4th Jan(Mind it ->turn around time is one month).
In this mail they have mentioned that my claim is pending due to 'Transferred Registration Certificate'. But today on 9th Feb(after one week) you are teaching me lesson on IDV calculation.
This lesson is not for customers but is for agents who book insurance policies and further for those people who validate it send policy documents to customer premises.
Can you please tell me why I received mail for Transferred RC if original issue is IDV calculation?

I am regularly paying EMI's to Kotak Mahindra Bank for the car when I am no longer using. I costs me around 6000 - 6500 Rs. of intertest(rest is principal). Who is responsible for this?

Finally, After waiting for more than 5+ months and around 100 calls to customer care, around 30 e-mails and three weeks follow up with you people, I am totally frustrated and mentally harressed.

I am taking this issue to the consumer court. I am having all the call logs, e-mails with me to justify my point
I will ask for 6, 27, 000(IDV) + Interest + Mental harressment claim.


My only mistake was I insured my vehicle through Reliance General Insurance.
Please pinpoint me if you see any other mistake except this.

Please let me know if you would like to set up a meeting to discuss this further.

Thanks & Regards.
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Sir, This was my last communication with concerned people from Reliance. After this I have not contacted him. Please guide me is it beneficial for me to drag them to the consumer court. If yes, then much amount I can claim(can interest and mental harressment claim be added to IDV amount)?


Hoping for quick reply.

Thanks.
Kamal