Is, India steering itself towards a mode where only
ignorance can answer the displayed complacency? Till yesterday if it was by the
govt. departments today even the private entities are not shying away from
competing with the govt. officials in displaying their non-professionalism.
This was witnessed during my interactions with the ICICI
general insurance, today (29th Dec) around 11:15 a.m. as I entered
their office space.
Oh, I forgot to introduce the issue. Earlier this month I
renewed my Car insurance with ICICI, though I received several calls from other
insurers, being a loyal customer to ICICI, I went with ICICI for 5th
time in a row. Whatever premium was shown on the website, I made the payment
for the same. I received the cover note and the policy document in few days
everything was seamless. But one fine day, I received a letter from ICICI
general insurance, which stated in a professional rudeness mimicking the style
of government notices and in entirety it meant - “Since you haven’t paid for
the No Claim Bonus, you will not be entitled for any claims, if you do not make
the remaining payment within 15 days of receipt of this letter”.
Q.1: I paid whatever premium was calculated by the ICICI
general insurance website, then why was this NCB amount not updated?
Fact is, they take 2 -3 months to update their databases!
So, if there are any recent claims you have to face this issue.
Q.2: So, it’s a clear mistake from their side, how can a
letter stating that customer has not paid, would be sent?
Signals to send the PR and Communications team of ICICI
general insurance for training in communications?
So, as I entered the office with bit of anger and feeling
funny about myself for visiting ICICI office 3rd time for the same
issue! It took me not long to see people around equally furious and may be in a
lot higher intensity. And one of them said out, what I was thinking inside “Is
it a govt. office? Why cant you people serve the customers?” then some one
said, “Why is there a board stating – ‘May I help you’, when you cannot help?”
other gentleman who looked as if he would burst out any moment, demanded, “I
want to see the manager, will not leave without seeing him!”
It was 12:15 and I was still standing there for them to take
notice of me and take the payment from me! While everyone was in queue eagerly
waiting for his or her chance, another gentleman landed who looked and talked
as an NRI he was there to pay his home loan. After some 20 min’s, we heard the
same statement from him, “It’s weird here I have come to pay 38,000 and no one
is bothered to take the Cheque from me!”
Then to kill some time, I looked around to find the posters
with messages as –
‘Jho Chaho click click
karo’ – weird for this one feature I called them several times requesting
them to provide me a way to pay this NCB online.
‘Sensitivity’ – We
now know how sensitive the letters can get and it would be mentioned to drop at
our door and make the payment but it will not be mentioned that they remain
closed on Saturday’s and Sunday’s, we should assume this. I failed to assume
this and wasted one of my Saturdays!
‘Now one number for
all your insurance needs’ – When
I call them and say, “I drove 20kms to reach your office and your guard rudely
replies, its closed!” I get a funny reply, “Sir, can you stay in Hyderabad for
2 days?” Please some one teach him that, driving 20kms doesn’t mean I am not
from Hyderabad!
‘Responsive’ –
Yes, it’s responsive when you stand there for 30 – 40mins and none attends you
and bothers about you. And when you try to ask something pat comes the reply “It will take time, Sir!”
‘We keep you going’
– True, by making us to visit an average of 3 visits and a minimum of 30 mins
each time to solve one petty issue. And with parking as bad and small which would
be blocked all the time by some random 2 wheelers or a wooden log. And the
building parking has same exit and entry point with steep slope mind you. Twice
my car got saved from a speeding car and a bike coming down the slope! If I
visit one more time for sure I might have to make a claim!
‘Transparency and at
your service’ – I mailed this sad state of mine after the second visit to
the customer support email id. Today I am done with the payment as well but I
am still awaiting their reply. And if I were to believe the people out there,
they are waiting for the email and call response for days together now! Another
incident happened in my second visit when an ICICI person rejected to handle my
payment when the help desk asked him to, saying NCB it’s a headache. What!
Right in front of the customer you decline, I just cannot get this any day!
I am sure after reading all this, you might have felt that I
visited and interacted with a government department but no, you have to believe
me its ICICI General Insurance.
Where they have to
pull the strings:
1: PR & Communications
2: Reduce the latency in updating the database
3: Customer Support – you cannot have single lady handling
all the angry pouring in customers every minute.
4: Well-behaved and well-groomed individuals right from the
security guard, parking guard, customer support through calls and also at the
help desk.
5: Equip the center with responsive and quick decision
makers
6: Monitor the customer feedback queues whether it’s in
person, email or phone.
7: Concentrate on serving the existing customers that would
automatically get in the new acquisitions. Now, I guess more concentration is
on new acquisitions and little or no concentration towards the existing customers.
This post was to make people aware, especially the ICICI
management to pull up their strings before its too late. Also, I hope this
complacency doesn’t creep into other corporates.
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