I'm not going to talk much about it. Instead I'll let my disdain for customer service in general and in particular with ICICI Lombard Insurance and particularly in India be known.
Here are transcripts of the chat I had with customer service. (with my contact details * bleeped * out)
You are now chatting with 'Tilak'
Tilak: Good Evening
Tilak: you have reached ICICI Lombard 24x7,
Tilak: how can I help you?
Avinash CHandrashekar: I have a complaint
Avinash CHandrashekar: Hello?
Tilak: May I know what is your query?
Avinash CHandrashekar: yes
Avinash CHandrashekar: I was charged for an insurance policy that I tried to buy
Avinash CHandrashekar: but wasn't able to
Avinash CHandrashekar: i did not see the policy on the web page
Avinash CHandrashekar: neither have I received it by email
Tilak: Do you have the policy number
Avinash CHandrashekar: and I haven't received it by courier/post either
Avinash CHandrashekar: And
Avinash CHandrashekar: it is NOT listed in my profile as well
Tilak: May I know the mode of payment used to purchase the policy
Avinash CHandrashekar: credit card
Avinash CHandrashekar: I cannot give you the policy number of a policy I have not seen
Tilak: KINDLY HELP ME WITH YOUR CREDIT CARD NUMBER TO PULL OUT YOUR POLICY DETAILS
Avinash CHandrashekar: I can only give you the reference number of the transaction
Avinash CHandrashekar: please pull out the policy details using my username
Avinash CHandrashekar: *not for public view*
Tilak: For verification of your identity, kindly verify the following details:
Tilak:
Tilak: · Name,
Tilak: · Date of Birth,
Tilak: · Contact No (Landline and Mobile),
Tilak: · Email id,
Tilak: · Address with Pin Code
Tilak:
Avinash CHandrashekar: Name: Avinash
Avinash CHandrashekar: DOB
Avinash CHandrashekar: *not for public view*
Avinash CHandrashekar: email id : *not for public view*
Avinash CHandrashekar: address: *not for public view*
Avinash CHandrashekar: *not for public view*
Avinash CHandrashekar: *not for public view*
Tilak: Contact No (Landline and Mobile),
Avinash CHandrashekar: *not for public view*
Avinash CHandrashekar: *not for public view*
Tilak: Thank you very much for verification
Tilak: You were purchasing travel policy
Tilak: Since there is no response from your side I have to disconnect the chat
Tilak: Since there is no response from your side I have to disconnect the chat
Tilak: Since there is no response from your side I have to disconnect the chat
Tilak: My Pleasure
Tilak: Thank you for chatting with ICICI Lombard,24*7
Tilak: Have a great day!
Chat InformationChat session has been terminated by the site operator.
http://server.iad.liveperson.net/hc/32440297/?cmd=file&file=chatStart&site=32440297&sessionkey=H7055188058127345408-4060130782698878559K120147164
Chat InformationPlease wait for a site operator to respond.
Chat InformationYou are now chatting with 'Chandrakant'
Chandrakant: Good Evening
Chandrakant: you have reached ICICI Lombard 24x7,
Chandrakant: how can I help you?
Avinash Chandrashekar: can you please connect me to Tilak
Avinash Chandrashekar: i was chatting with him
Avinash Chandrashekar: and i had to leave
Avinash Chandrashekar: for a few minutes
Avinash Chandrashekar: hello?
Chat InformationPlease wait while I transfer the chat to 'Tilak'.
Chat InformationYou are now chatting with 'Chandrakant'
Chandrakant: May I know what is your query?
Avinash Chandrashekar: I don't want to explain it again
Avinash Chandrashekar: could you please transfer me to Tilak
Avinash Chandrashekar: Tilak: Good Evening Tilak: you have reached ICICI Lombard 24x7, Tilak: how can I help you? Avinash CHandrashekar: I have a complaint Avinash CHandrashekar: Hello? Tilak: May I know what is your query? Avinash CHandrashekar: yes Avinash CHandrashekar: I was charged for an insurance policy that I tried to buy Avinash CHandrashekar: but wasn't able to Avinash CHandrashekar: i did not see the policy on the web page Avinash CHandrashekar: neither have I received it by email Tilak: Do you have the policy number Avinash CHandrashekar: and I haven't received it by courier/post either Avinash CHandrashekar: And Avinash CHandrashekar: it is NOT listed in my profile as well Tilak: May I know the mode of payment used to purchase the policy Avinash CHandrashekar: credit card Avinash CHandrashekar: I cannot give you the policy number of a policy I have not seen Tilak: KINDLY HELP ME WITH YOUR CREDIT CARD NUMBER TO PULL OUT YOUR POLICY DETAILS Avinash CHandrashekar: I can only give you the reference number of the transaction Avinash CHandrashekar: please pull out the policy details using my username Avinash CHandrashekar: *not for public view* Tilak: For verification of your identity, kindly verify the following details: Tilak: Tilak: · Name, Tilak: · Date of Birth, Tilak: · Contact No (Landline and Mobile), Tilak: · Email id, Tilak: · Address with Pin Code Tilak: Avinash CHandrashekar: Name: Avinash Avinash CHandrashekar: DOB Avinash CHandrashekar: *not for public view* Avinash CHandrashekar: email id : *not for public view* Avinash CHandrashekar: address:*not for public view* Avinash CHandrashekar:*not for public view* Avinash CHandrashekar: *not for public view* Tilak: Contact No (Landline and Mobile), Avinash CHandrashekar: *not for public view* Avinash CHandrashekar: *not for public view*Tilak: Thank you very much for verification Tilak: You were purchasing travel policy Tilak: Since there is no response from your side I have to disconnect the chat Tilak: Since there is no response from your side I have to disconnect the chat Tilak: Since there is no response from your side I have to disconnect the chat Tilak: My Pleasure Tilak: Thank you for chatting with ICICI Lombard,24*7 Tilak: Have a great day! Chat InformationChat session has been terminated by the site operator.
Chandrakant: as I come to know from your chat you have not received your policy
Avinash Chandrashekar: i have not
Avinash Chandrashekar: so i purchased a new one
Avinash Chandrashekar: and i find out i am charged for both
Avinash Chandrashekar: when i received only one
Chandrakant: be online I am trying to pull out details by your mobile number
Chandrakant: both policy amount debited from your credit card ?
Avinash Chandrashekar: yes
Avinash Chandrashekar: both
Chandrakant: please provide your policy number or your credit card number
Avinash Chandrashekar: I DONT HAVE THE POLICY NUMBER BECAUSE I HAVEN"T RECEIVED IT
Avinash Chandrashekar: and i don't feel safe about giving credit card details
Avinash Chandrashekar: i gave you all my account details
Chandrakant: policy number you have please give that
Avinash Chandrashekar: i can provide you with the reference number of the transaction
Avinash Chandrashekar: please try to understand
Avinash Chandrashekar: i have received only ONE policy
Avinash Chandrashekar: and i have paid for it
Avinash Chandrashekar: and I have those details
Avinash Chandrashekar: and I have no complaint about it
Avinash Chandrashekar: but i have NOT received the other
Avinash Chandrashekar: how do you expect me to give you those details
Avinash Chandrashekar: neither by post
Avinash Chandrashekar: nor by email
Chandrakant: please provide me that policy number which you have received
Avinash Chandrashekar: nor on the page
Avinash Chandrashekar: Policy Number *not for public view*
Avinash Chandrashekar: only ONE policy is listed on the My Policies page
Chandrakant: the same amount is debited for both policies
Avinash Chandrashekar: no
Avinash Chandrashekar: 872 is decucted for one policy
Avinash Chandrashekar: and 893 on the other
Avinash Chandrashekar: i tried to buy different policies
Chandrakant: with out your credit card number we can not find out details
Chandrakant: we asking only number please provide that
Avinash Chandrashekar: is it alright if i provide the last 4 digits of my card?
Avinash Chandrashekar: and I am not providing the verification code
Avinash Chandrashekar: now
Avinash Chandrashekar: please tell me the details of the policies YOU see
Avinash Chandrashekar: so i verify my belief that there is something wrong with your system
Chandrakant: ok
Avinash Chandrashekar: *not for public view*
Avinash Chandrashekar: those are the last four digits
Avinash Chandrashekar: i hope this is enough
Avinash Chandrashekar: please give me your email as well so I can continue this conversation with YOU
Chandrakant: *not for public view* this is your policy number
Avinash Chandrashekar: and not narrate my case to each and every person i meet
Avinash Chandrashekar: exactly
Avinash Chandrashekar: this is the policy that is listed
Avinash Chandrashekar: i have been charged for this
Avinash Chandrashekar: as WELL as another
Chandrakant: 11-Aug-2008 policy start date
Chandrakant: 19-Aug-2008 policy end date
Avinash Chandrashekar: the reason i bought this policy was because I did not receive the earlier one
Chandrakant: you policy is expired now
Avinash Chandrashekar: I need none of this
Avinash Chandrashekar: I want to know
Avinash Chandrashekar: why I was charged for a policy I did not receive
Chandrakant: but your policy is already expired
Avinash Chandrashekar: So what
Avinash Chandrashekar: i was charged for a policy i did not receive
Avinash Chandrashekar: the details you have given me
Avinash Chandrashekar: are for the policy I received
Avinash Chandrashekar: which would have been useful had i fallen sick
Avinash Chandrashekar: and the amount for the policy has been deducted from my account
Chandrakant: you take the pritout of your policy on our web site also
Avinash Chandrashekar: do you undertand what i'm saying
Avinash Chandrashekar: this was a policy that i carried with me when i travelled
Avinash Chandrashekar: and i bought it
Avinash Chandrashekar: because I did NOT receive the previous policy that i tried to buy
Avinash Chandrashekar: WHY
Avinash Chandrashekar: was i charged for that
Avinash Chandrashekar: and I also want your email or the email of the person who is in charge of these issues
Chandrakant: we have despatched details about that policy
Avinash Chandrashekar: which policy
Avinash Chandrashekar: i do not need details of that policy
Avinash Chandrashekar: I need to know why i did not receive it
Avinash Chandrashekar: i have no use for a policy which is already expired
Avinash Chandrashekar: why did i not receive a policy for which i was charged 893 rupees
Chandrakant: ok
Chandrakant: I am going to take request for that
Avinash Chandrashekar: i don't see where this is going; I have been charged for more than i have received and you seem to only be telling me what i already know. Please tell me whom I should address this to
Chandrakant: please sent mail along with credit card statement to customersupport@icicilombard.com and the number which I am going to provide you
Avinash Chandrashekar: i do not want to correspond with a wing
Avinash Chandrashekar: i want a specific person
Avinash Chandrashekar: so i needn't repeat what I said again and again
Chandrakant: please sent mail along with credit card statement so customersupport@icicilombard.com and with in 48 hours they will revert back to you with clarification
Chandrakant:
Avinash Chandrashekar: give me your email and phone number Mr.Chandrakant
Avinash Chandrashekar: or that of your team leader
Chandrakant: please call us 1800 209 8888 this is our customer care toll free number toll free from all mobile as well as land line
Avinash Chandrashekar: i want YOUR number
Avinash Chandrashekar: or that of any INDIVIDUAL
Avinash Chandrashekar: who will handle my complaint
Avinash Chandrashekar: I don't have to go through this again
Chandrakant: sorry we are not allowed to provide personal information
Avinash Chandrashekar: and you have asked for my credit card details
Avinash Chandrashekar: and my policy number
Avinash Chandrashekar: when the fault clearly lies at your end
Avinash Chandrashekar: and you expect me to provide it
Chandrakant: I Apologize for the inconvenience caused to you
Avinash Chandrashekar: i don't want an apology
Avinash Chandrashekar: give me a complaint number
Chandrakant: please sent mail along with credit card statement so customersupport@icicilombard.com and with in 48 hours they will revert back to you with clarification
Chandrakant:
Avinash Chandrashekar: and your email/phone number
Chandrakant: be online I will give you complaint number
Avinash Chandrashekar: alright Mr.Chandrakant; I understand that it is company policy to not reveal your email address
Avinash Chandrashekar: i have created a new one in your aname
Avinash Chandrashekar: *name
Avinash Chandrashekar: icicickant@gmail.com
Avinash Chandrashekar: with password complaint
Avinash Chandrashekar: please login to correspond with me
Avinash Chandrashekar: i am sure you are familiar with gmail
Avinash Chandrashekar: login at http://www.gmail.com
Chandrakant: we are not having assess of that
Avinash Chandrashekar: assess?
Avinash Chandrashekar: go home and access it
Avinash Chandrashekar: it doesnt matter
Avinash Chandrashekar: \
Avinash Chandrashekar: use a proxy server to login
Avinash Chandrashekar: but i need to be in correspondence with one person
Avinash Chandrashekar: and if it isn't you
Avinash Chandrashekar: let it be someone else
Chandrakant: we are not allowed to do that
Avinash Chandrashekar: you are not allowed to access internet at home Mr.Chandrakant
Avinash Chandrashekar: this is a laugh
Chandrakant: I Apologize for the inconvenience caused to you
Avinash Chandrashekar: i hope you are recording this for internal training purposes
Avinash Chandrashekar: because so am i
Avinash Chandrashekar: and i want someone i can correspond with
Avinash Chandrashekar: that's all
Avinash Chandrashekar: i paid for this
Chandrakant: have you created any user ID for the policy which you have not received
Avinash Chandrashekar: I have bought both id's using the sme account
Avinash Chandrashekar: *same
Chandrakant: be online
Avinash Chandrashekar: how long Mr.Chandrakant
Chandrakant: I am getting only one policy on that number
Avinash Chandrashekar: exactly
Avinash Chandrashekar: one policy
Avinash Chandrashekar: but two charges
Avinash Chandrashekar: now do you understand
Chandrakant: so I am requesting you please sent mail along with statement and they will revert back to you with in 48 hours
Avinash Chandrashekar: what is the use of chatting with you if i have to repeat the entire thing again
Avinash Chandrashekar: and then again to someone else
Avinash Chandrashekar: anyway
Avinash Chandrashekar: i will do that
Chandrakant: Is there anything else I can help you with ?
Avinash Chandrashekar: and i will correspond with icicickant@gmail.com as well
Avinash Chandrashekar: i request you to please correspond with me on that
Avinash Chandrashekar: if my request fails
Avinash Chandrashekar: very honestly
Avinash Chandrashekar: you haven't helped my with much
Avinash Chandrashekar: goodnight
Chandrakant: My Pleasure
Chandrakant: Thank you for chatting with ICICI Lombard,24*7
Chandrakant: Have a great day!
