Apollo Munich Health Insurance Customer Care

Dear Sir,

due to very poor service and nor co-operative customer support, I want to cancle the policy.
I also want to know whether I am eligible for compensation due to all this drama created by Apollo munich.

Here I am sending you some of last mails as a case study/ proof of discussion with Apollo munich customer support.

Please help me geeting out of this situation

thanks
Best Regards
DARSHAN
+91 [protected]
+91 [protected]

http://my.opera.com/notsocreative/albums/
http://www.youtube.com/user/sorrydarshan
http://vimeo.com/user2937296/videos

(Be a part of change, plz visit & join or sent comment)
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— On Fri, 8/4/11, customer service <[protected]@apollomunichinsurance.com> wrote:

From: customer service <[protected]@apollomunichinsurance.com>
Subject: RE: Email to Apollo Munich Insurance Customer service team from E-mail Us
To: "darshan prajapati" <[protected]@yahoo.co.in>
Date: Friday, 8 April, 2011, 3:42 PM

Dear Mr. Prajapati,

Please accept our sincere apologies for the inconvenience caused to you.

Your Case No. 178,614 for your concern raised below is currently under process with team concerned.

We will shortly revert to you.

At Apollo Munich we value our customer’s concern and looking forward for your co-operation.

We look forward to serving you.

Regards,
Karan Singh ,

Customer Relationship Management Team

Apollo Munich Health Insurance Company Limited
10th Floor, Building No. 10,
Tower-B, DLF Cyber City,
DLF City Phase II, Gurgaon
Haryana, 122002.
Website -www.apollomunichinsurance.com

“Apollo Munich offers its customers free consultation for common ailments. To talk to our experts and for free consultation, you can dial [protected] between 9 AM to 6 PM, Monday to Friday”.

From: darshan prajapati [mailto:[protected]@yahoo.co.in]
Sent: Thursday, March 31, 2011 9:58 AM
To: customer service
Subject: RE: Email to Apollo Munich Insurance Customer service team from E-mail Us

I think Apollo Munich trains its employees to provide worst to its customer when it comes to srevices.

As I already asked to cancel to my policy due to non-satisfaction of services
(Complaint no. 178614). Still you guys delivered the policy document in Bhika ji kama place, new delhi branch.

Yesterday 30the March, 2011, I got a call from Bhikaji Kama Place branch to collect policy document.
When I asked when you received the paper? He replied one day ago. Then I again asked him why are you calling me one day later.
He replied very rudely that I have other important work to do.
On such rude reply, I refused to collect the paper.

This is really shameful. You guys really don't want to co-operate with customer who is choosing you above all other well established brands.

Please cancel my policy and make a full refund with compensation.
Otherwise I am going to file a complain in IRDA

thanks
Best Regards
DARSHAN
+91 [protected]
+91 [protected]

http://my.opera.com/notsocreative/albums/
http://www.youtube.com/user/sorrydarshan
http://vimeo.com/user2937296/videos

(Be a part of change, plz visit & join or sent comment)
http://www.sentientyouth.org/blog/
http://www.sentientyouth.org

— On Mon, 28/3/11, customer service <[protected]@apollomunichinsurance.com> wrote:

From: customer service <[protected]@apollomunichinsurance.com>
Subject: RE: Email to Apollo Munich Insurance Customer service team from E-mail Us
To: "darshan prajapati" <[protected]@yahoo.co.in>
Date: Monday, 28 March, 2011, 12:03 PM

Dear Mr. Prajapati,

I personally regret for the error in communication sent earlier & inconvenience caused.

Below are the Correct dispatch details which you also confirmed by our customer care executive.

Courier Name: First Flight Courier Service

Consignment No. A28382303

Date of Dispatch: 03-March-2011

Would request you to kindly co-operate with us and we will revert to you with the complete resolution to your issue raised regarding policy documents not received.

You Complaint Number 176,136 logged via toll-free dated 21-March-11 is currently under process regarding Policy documents not received.

We will revert to you on priority.

For further assistance, please feel free to write back to us.

Regards,
Ms. Anupama,

Customer Relationship Management Team

Apollo Munich Health Insurance Company Limited
10th Floor, Building No. 10,
Tower-B, DLF Cyber City,
DLF City Phase II, Gurgaon
Haryana, 122002.
Website -www.apollomunichinsurance.com

“Apollo Munich offers its customers free consultation for common ailments. To talk to our experts and for free consultation, you can dial [protected] between 9 AM to 6 PM, Monday to Friday”.

From: darshan prajapati [mailto:[protected]@yahoo.co.in]
Sent: Monday, March 28, 2011 10:29 AM
To: customer service
Subject: RE: Email to Apollo Munich Insurance Customer service team from E-mail Us

Hi,

I guess there is no co-ordination in APOLLO MUNICH.
I haven't received anything.

I got 3 mails for 27th March, stating that documents have been delivered.

Now when i called in customer care (executive name : Pooja), I came to know that documents have been
delivered on 4th March in Mumbai,
consignment no. A28382303, received by Kamini.

The above info is confirmed by Supervisor Sahil Kakkar.

But the mail I received stats that documents delivered on 17th March in delhi, received by Renu.

Now, I want to know:

How can you deliver a Delhi address documents in Mumbai?
Why you don't call customer before delivery?
Why you don't track customer on non delivery?
Why you take this much of time?

When I asked for Nodal Officer's mail ID of complaint. Supervisor simply denied without stating any reason. Simply Saying that we have nodal/ Senior officers but can't give you their mail IDs.

So Being totally unsatisfied with the way Apollo Munich works, I am no more interested to be associated with Apollo Munich.
I want to cancel my policy for with I asked Sahil also.

Please cancel my policy.

thanks
Best Regards
DARSHAN
+91 [protected]
+91 [protected]

http://my.opera.com/notsocreative/albums/
http://www.youtube.com/user/sorrydarshan
http://vimeo.com/user2937296/videos

(Be a part of change, plz visit & join or sent comment)
http://www.sentientyouth.org/blog/
http://www.sentientyouth.org

— On Sun, 27/3/11, customer service <[protected]@apollomunichinsurance.com> wrote:

From: customer service <[protected]@apollomunichinsurance.com>
Subject: RE: Email to Apollo Munich Insurance Customer service team from E-mail Us
To: "darshan prajapati" <[protected]@yahoo.co.in>
Date: Sunday, 27 March, 2011, 11:26 AM

Dear Mr. Prajapati,

Greetings from ApolloMunich.

With reference to your mail regarding non-receipt of policy documents, we would like to inform you that we dispatched your policy documents along with Identification card on your registered address.

Below are the Dispatch details for your reference:-

Courier Name: First Flight Courier Service

Consignment No. A28404583

Date of Dispatch: 15-March-2011

As per courier status the policy documents have been delivered on 17-Mar-2011 to the following address which has been noted down in our record.

Ø Mr. darshan prajapati, RZM-18A, , MAHAVIR ENCLAVE , NANDA BLOCK , New Delhi , Delhi , India , 110045, Mobile:- [protected]

Please refer the delivery status mentioned below for your reference and request you to kindly check at your address and let us know in case you require any further assistance.

For further assistance, please feel free to write back to us.

“We request you to share with us your experience & valuable feedback on how your query/request was handled by us. This would help us serve you better in future.“

We look forward to providing you uncomplicated health insurance services.

Regards,
Ms. Anupama,

Customer Relationship Management Team

Apollo Munich Health Insurance Company Limited
10th Floor, Building No. 10,
Tower-B, DLF Cyber City,
DLF City Phase II, Gurgaon
Haryana, 122002.
Website -www.apollomunichinsurance.com

“Apollo Munich offers its customers free consultation for common ailments. To talk to our experts and for free consultation, you can dial [protected] between 9 AM to 6 PM, Monday to Friday”.

From: inquiry
Sent: Monday, March 21, 2011 10:11 AM
To: customer service
Subject: FW: Email to Apollo Munich Insurance Customer service team from E-mail Us

From: customer service
Sent: Monday, March 21, 2011 9:03 AM
To: inquiry
Subject: Email to Apollo Munich Insurance Customer service team from E-mail Us

Name
Mr. darshan prajapati

Email
[protected]@yahoo.co.in

Phone
[protected];[protected]

Information Regarding
Grievance

Comments
Hi, I bought a policy more then 3 weeks ago. my Policy No. is [protected]. I received it in a pdf format But I haven't received any document at my address. I sent an email also on 18th march but still no response. I guess it was a wrong decision to chose apollo munich. So please do the needfull or refund my payment so that I can choose some better service provider.

Visitor
7440

dear sir, i, ravi ranjan chauhan, i bought accidental pollicy on 16 jan 2014 by relationship manager Name-Shipra my policy no is [protected], i gave id proof and checqe but she didn't give me receving.she told me i will give you receving tomorrow but she didn't.i go to office for receving but shipra was not there ;then your officeboy tell me what is your problem then i told them .they says me go to that counter on that couter i go, go back that counter.they begins to bother me as peon and your peon sit like manager i said to your office boy' kya mjak h(what halies is this)then shipra call to me and then siad why are you soughting there.i surprised and confused that where i go goverment office or private.I heard that private give respect +services but here it is opposite

SUB:- Claim Id 75875 with FHPL TPA
Medicity ID:[protected]
Policy No 110105/1110/[protected] UHID[protected] Apollo Munich Healthcare

Dear Sirs,

I, Sanjay Ahuja, had Family Floater Mediclaim Policy No 354300/38/08/[protected] for a sum of Rs 4,00,000 from M/s National Insurance Co ltd since 2007. I had this policy for 3 years and as you can see no pre-existing diseases were mentioned as well as that no claim was received by them in a period of 3 years. I paid my last premium on 29/11/2010 am amount of Rs 13808/- vide cheque no 605520 drawn of State Bank of India, Inderpuri Branch. This cheque I had sent vide courier and the company said that it did not receive the cheque so my policy was not renewed.

In October 2011, I approached Apollo Munich Healthcare Limited for issuing me a fresh Mediclaim Policy for Rs 5,00,000/- each for myself and my wife separately. At that time the company had conducted several extensive checks to check if my health was perfect or not. I paid a sum of Rs 1350/- to the doctor who conducted the tests and was reimbursed a sum of Rs 425/- after issuance of the policy. My wife who was 55 years at that time also paid Rs 950/- for the tests and was reimbursed Rs 350/- after issuance of her policy.

On 25th April 2012 I experienced heaviness in my chest whilst walking. I took some Gelusil and Eno to relieve my symptoms which continue to persist.

On 1st May 2012 I went to the Local doctor, who prescribed me medicines for acidity.
His prescription was enclosed in my Claim form.

On 4th May I went back to my local doctor since I was not getting any relief, who suggested that I should get a Stress ECHO Test done.

On 5th may I went for the above test to Dr Dhoda’s lab on Pusa Road. My BP recorded before the test was 110/70. While the echo was OK but there was a possibility of Ischemic Heart Diseases.
The report in enclosed in original in the claim form.

I went on 5th Evening to Dr Moshin Wali, HOD Cardiology, Ram Manohar Lohia Hospital. at 4.00pm and upon testing my BP found it to be 164/95. Also he took a random Blood Sugar test using a strip and found my Blood Sugar to be 170. He prescribed Blood Pressure Reducing medicines and Insulin Producing Medicines and Cholesterol reducing medicines apart from Blood Thinning medicines and Nitro Glycerin.

His prescription has been enclosed in original along with my Claim forms.
This is the first time I had been recommended medicines for HYPERTENSION and Diabetes.

He also recommended me to undergo a myocardial per fusion Scan which was done on 10th of May at Delhi Institute of Functional Imaging. This test indicated a 90% blockage in my main artery of my heart. Also a weak heart valve. The report is included in original in my claim form.

I took 2-3 days to consult various doctors and weigh the options available before me before deciding to get an angiography done from Medicity.

I went to Medicity on 15th May at 10.00 am and was examined by Dr Ahmed ,Junior for Dr. R.R. Kasliwal. His prescription is as given below:-

I was admitted on 15th May for Angiography at Medicity and they preformed the angioplasty the same time as I was already in the Cath lab. I had deposited Rs 11000 for Angiography and they asked me to deposit another 115000 for the procedure. I had to deposit another 125000 before the discharge could take place.

When I was discharged on 17th they gave me a copy for the TPA desk which should contain all the relevant documents. This along with other originals was deposited by me in a couple of days to the TPA along with my claim forms duly filled.

The TPA M/s FHPL informed me to get the Certified Case Sheet Reports from the Hospital. I had sent my representative on 11th June to Medicity but he was sent around in circles without any result. I had written to the Doctor Dr R R Kasliwal and he has written back that I can get the concerned documents from the TPA desk.

Sanjay Ahuja ✆
Jun 9 (7 days ago)

to rr.kasliwal, rrkasliwal, info, RAMESH, rnarula63

Dear Sirs,

I Sanjay Ahuja Patient Id no MM00239777 had an angioplasty done at Medanta on 15/05/2012 and was discharged on 17/05/2012.

The Third party Insurance company has asked me for CERTIFIED INDOOR CASE SHEETS from the hospital.
My representative will be visiting the hospital on Monday 11th June at 10.00am to collect these sheets.
He will be meeting you or your juniors for the same.

Kindly arrange to have these sheets ready by then.

Thanking you,

Regards

Ravi R Kasliwal ✆
Jun 9 (7 days ago)

to me

Please send him to TPA counter they are the right person.

Dr R R KASLIWAL
MBBS, MD, DM (Cardiology)
Chairman- Clinical & Preventive Cardiology
Medanta Heart Institute
Medanta The Medicity
Sector 38, Rajiv Chowk
0- [protected], [protected]
[protected]@hotmail.com, rr.[protected]@medanta .org

I then sent the following letter to the TPA authorizing them and the hospital to hand over the case sheets to the T P A. The TPA was able to get the Certified Internal case Sheet reports from the hospital and on 5th July 2012 rejected my claim informing me that “CASE IS REJECTED DUE TO NON DICSLOSURE OF MEDICAL FACTS”

I sought from them the report on which they had based their points and they send me the following document:-

Now the points to be noted here are as under:-

a) I was extensively tested for medical problems by the Previous Healthcare Insurance company as well as by your company prescribed doctor. His ECG and other tests came out perfect and my policy was issued. In case I had been suffering from CAD since the last 10 years, should not it have been detected in my ECG which would have shown siginifant changes?
b) If my intention was to defraud the Insurance company and had I been suffering from CAD since the last 10 years, I would have sought the claim from M/s National Insurance Co ltd and not Apollo Munich Healthcare.
c) I would have filed for the claim within the period of 3 months of obtaining the policy from M/s National Insurance co ltd and not waited till I had actually suffered.
d) The Report of Dr Ahmed, the only doctor who examined me says *HTN (Newly Discovered) and *DM (Newly Discovered) where as the above report on which basis the claim was rejected says “Patient is a know case of HTN and DM and that patient had ? ACS (10 years back)”. Now which prescription or medical history is correct? Even the doctor who wrote this prescription is unsure about his diagnosis as he has put a question mark in his report.
e) The Report on which my claim has been rejected does not carry my name of Patient ID no of Medicity.

Respected sir,

Irda token number[protected]
Jagdish kumar suneja-policy no.[protected])

I met with an accident on 9 march and informed company during hospitalization submitted documents in april. In may a investigator mr.Gurnam singh came from delhi to verify documents and doctor records and demanded under table which i refused to pay results of which he submitted company un complete documents company demanded documents which sent to company

Now when company have no option to pay claim. He is demanding documents already submitted.

Point wise reply to all letters / email dated 13.05.2014, 10.06.2014 & 02.07.2014, 21.07.2014 and 07.08.2014.

In last letter dated 07.08.2014, company told no coperation from treating doctor and ask to arrange meeting with doctor which was arranged on 25.08.2014 at 1 pm and mr.Sanjay sharma from lawman associates (Investigator of company) came and checked original records of doctor and collected pointwise reply from doctor on the queries and signed with no more queries left.

Company is continuous avoiding from april. In his email dated 26.08.2014, company committed that there will be final response upto 29.08.2014 but again they send email on 29.08.2014, they need more time to review reports.

If company has not received co-operation from doctor why not intimated in previous letters/email. After 4 monthscompany sayin g doctor not co-operating it is not logic.

Kindly do the needful against apollomunich health insurance company limited.

With regards

Jagdish kumar suneja
[protected]

Enclosed: emails correspondence done with company and documents submitted to company hard copies at its ludhiana office.

[protected]@irda.Gov.In
Dear .Jagdish suneja,

Complaint with irda token number[protected] and entity reference number 108117 has been escalated successfully

Grievance

To me

Dear mr. Suneja,
Greetings from apollo munich.
With reference to your below mail, we would like to inform you that we have got the reinvestigation done on the case and waiting for the final complete report from the investigator.
Post review of the reports we shall be able to share our final decision on the admissibility of the claim as per policy norms.
Request for your patience during the processing time.
For any further assistance, please feel free to write back to us or reach us on our helpline number:[protected].

We candidly submit above resolution against your complaint. You may acknowledge the receipt of this mail and confirm about the closure of the case.
We shall regard the complaint as closed if we do not receive a reply within 8 weeks from the date of receipt of response by the insured /policyholder. Please refer the policy wordings and /or visit our website www.Apollomunichinsurance.com to know the “grievance redressal procedure”.
Thanks & regards,
Narender singh bisht
Asst. Manager ( grievance redressal cell )
Apollo munich health insurance company limited
2nd & 3rd floor, ilabs center, plot no.404-405, udyog vihar, phase-3
Gurgaon -122016, haryana
________________________________________________________________________________…⇄
From: grievance
Sent: tuesday, august 26, 2014 3:47 pm your
To: 'angel suneja'
Subject: re: case id 1075080 policy no [protected]-04

Dear mr. Suneja,
Greetings from apollo munich.
With reference to your below mail, we would like to inform you that basis the details shared by you, we shall contact the treating dr to acquire the required information on subject matter . We shall share our final response maximum by 29-aug-2014.
For any further assistance, please feel free to write back to us or reach us on our helpline number:[protected].
Thanks & regards,
Narender singh bisht
Asst. Manager ( grievance redressal cell )

My dear,
My Policy Number is [protected], i have taken this policy two years back and Coverrage was 500k, this is restore policy, No claim bonus added to my policy i.e. 500k .
5 june is my renewal date and i have again paid STD Payment, Chq is debited from my account, Now still they have renewed my [policy and asking for extraloading excess payment and also exclusion added without any preinfo to me .
i m really surprised to know how they can add exclusion in running Policy .
can any one reply my questions :
why we are taking Policy ?
if policy is running and active can exclusion be added ?
Can any one help me to resolve this and let me know where to complain for this
Pl. send me email at [protected]@creativecadcam.com, +91 [protected]

Hi,

I am having a policy with Apollo Munich having number "[protected]-03" which was due on 8th Mar, 2016.

The issue here is, our agent (Kunal Gulati[protected] has been continuously misbehaving with us from past few days (to meet personal targets or earning commission) not only in providing desired services, using harassing attitude, giving nasty comments (even blocked our contact number), but even willingly making it difficult for us to continue with Apollo Munich Services.

Having all the above said personal issues and such unacceptable nasty language, it is not possible to continue with such harassment.

So, I have requested the Apollo Munich customer care helpdesk to please get me rid of this agent and transfer my policy from under him to Direct Apollo Munich company, but somehow got no resolution even after chasing them for n number of times now (complaint number 2116664).

Would request you to please help me out of this situation and get my policy transferred from under that agent to direct Apollo Munich company.

Regards,
Vaibhav Batra

Dear team,

As per company norms i am having your companies health insurance policy which i had taken from muthoot from gandhidham, kutch- gujarat, 370201.

I was admitted in hospital last month due to stone in my stomach,

At the time of purchasing the policy it was said that 2 premium amount of policy should be paid than claim will be passed as said by your apollo employee.

Last week i have submitted all the related docs and today when i called up to your employee he said that claim is rejected as 2 whole year should be completed.

On fridat i.E. 06/06/2014 aplollo employee said that he had mail at head office for 1 month deviation as my policy is getting expired in july month. So today when i called him up he said that head office people had rejected the claim as 1 month deviation is not allowed.

Kindly help me out from this.

The amount is not a big deal but i want that apollo health insurance policy who had taken should not get any harassment like me i am having the problems.

Apollo muniach was having tie up with muthoot as a cross sell product.
As from my reference many customers had taken policy from gandhidham, so its a request for h.O. People to consider the deviation for the same.

Kindly do the needful asap.

Waiting for the reply.

My contact number :- [protected]

Hi,
This email is to inform you that Apollo Munich customer service is pathetic and I am not happy with the service. They always make false commitments. I have an individual insurance policy with Apollo Munich for last 4 years. I got married this year on the month of January so I wanted to add my wife name to my insurance policy until the renewal date.
As I wanted to change my individual policy to a floaters policy so I called your customer service and they told me that I would not be able to change my individual policy to floaters until my policy renewal date.I called the customer service many times and they told me that I would need to download a proposal form from Apollo Munich website to add my wife name to my policy until my policy is renewed and they said that some one would come to my place to collect the document and fee. I downloaded the proposal form and call the customer service again so that they can someone to collect the required documents and the fee to add my wife name to my policy. They promised me yes someone would can to my place. I waited for almost a week then I called back again and second time also I was promised that a rep. would be sent to collect the document but no one came.
It is almost a month and no one called me nor no one came to my place to collect the document.My call reference number is -997212, 977764, 977557.
Note- I think I should cancel the service with Apollo Munich. Please look into the matter as it would impact the reputation of the company.
Thanks,
Monirul

Today I get to know that there is no such cashless facility is being provided by Apollo munich when I am ask to deposit 10, 000 INR just as a security before get admission at the max hospital patparganj (because initial approval come less than actual estimation).
When I contacted customer helpline number today with hope to get solution of this, I get a reply that "Sir you don't need to worry about money just get your treatment at the hospital". and when I tell him that they( Max hospital patparganj, the admission department) are asking me to deposit 10000 INR as a security then he ask me to let him talk to Max hospital admission department.
After having conversation of both of them, I got surprised with the reply of Apollo munich representative, he replied that sir you have to deposited 10000. When I ask his to hand over call to senior, then he said his senior is busy can't connect to him now and cut the phone.
I
You(Apollo munich) left me with no choice except to return to home even after having a policy of 3, 00, 000 Optima restore.
This is the first time I approach for the claim in the last 4, 5 years of continue policy. Now I realised that, It was like a fool arguing with the Max hospital department representative to get cashless facility which doest not exist in reality.
I will definitely discourage this and ask people not to go for Apollo munich facility.

Name : Paul Robert William
Policy no : [protected]
I done my Mediclaim in the month of Sep 2012 & i got admitted in the hospital in the month of july 2014 even though i have submitted all my documents to my agent, iam iam still unaware of my claim, everytime i call my agent he used to say there is some problem that the reason they have cancelled it.
From Appolo munic i did not get any official mail or any msg, now its almost more than 8months still iam unaware of my claim. kindly resolve my issues.or let me known what further steps should i take.
Thanks & regards
Robert william