HDFC ERGO General Insurance

I have a policy from the last 6 years, this year i have a...

I have a policy from the last 6 years, this year i have a issue in renewal, HDFC Ergo Customer care dept didn't reply on emails in last 10 days. Then i have to complain on Coins & Management, only after that my issue is resolved. So if customer care didn't work, they have to terminate all the liable employees and make a system to escalate the issue.

Extremely disappointing and mentally exhausting claim...

Extremely disappointing and mentally exhausting claim experience for a senior citizen policyholder. Cashless pre-authorization was denied, and the reimbursement process afterward became a continuous cycle of repeated queries raised one by one over months instead of a transparent and professional review process. The most disturbing part was the so-called investigation process. The questioning style during calls was aggressive, intimidating, and felt more like a police interrogation than interaction with a genuine insured customer family. No empathy, no professionalism, and absolutely no consideration that the patient is an elderly woman living alone while both sons work abroad. Even after submitting all available records, hospital clarifications, and written correction certificates from doctors regarding wrongly mentioned histories, the queries never seemed to end. The elderly patient was repeatedly forced to travel alone to hospitals just to collect more papers and explanations. What makes this worse is that after the normal processing timeline, the claim tracker itself reportedly showed the claim status as “approved,” giving hope that the matter was finally resolved. This is how they are maintaining their claim ratio high vs time.However, despite this status update, fresh queries continued to be generated afterward, creating even more confusion, stress, and delay. Now the company is raising queries regarding diagnoses/history which the family is completely unaware of, but when repeatedly asked to provide the exact hospital name, treatment date, doctor details, or supporting medical records for those allegations, no proper information is being shared. How is a customer expected to answer allegations when the insurer itself refuses to disclose the source details? This creates a situation where eventually they can simply say “customer failed to answer queries,” even when the customer has been continuously responding for months. That is not fair claim handling and certainly not what customers expect from a brand like HDFC ERGO. Even escalation to the Chief Grievance Officer only resulted in generic template replies saying the matter is “under process,” without addressing the actual concerns raised. Customers understand verification procedures are necessary. But repeated piecemeal queries, lack of transparency, withholding supporting details, and treating customers like suspects instead of policyholders is deeply disappointing — especially when dealing with senior citizens during medical emergencies.