I am writing this letter with deep frustration, immense disappointment, and emotional exhaustion due to the extremely pathetic and insensitive experience I have had with ICICI Lombard – a company that I once trusted to protect my vehicle in times of need.
I had renewed my car insurance policy (Policy No: 3001/O/MI-*******/00/000) with ICICI Lombard for my Baleno car (Registration No: UP** Q 0195) in good faith. Unfortunately, this decision has turned into one of the worst mistakes I've made. The Incident
On 15 March 2025, while I was travelling for personal work, my vehicle was hit on the left side by an unidentified, overspeeding vehicle. The vehicle was being driven recklessly and overtook me from the wrong side, resulting in minor scratches on the left door of my car. I turned the steering to the right to avoid a major impact, but in the process, two bikes on the right side lost balance, and one of the bikes' handlebars struck the right side door of my car, causing a dent. These were minor but visible damages caused by the negligence of others. Delay in Claim Due to Medical Emergency
I intended to claim insurance immediately. However, my mother has been suffering from a severe disc injury for the past few months, and just a few days after the accident, on 19 March 2025, we consulted Himalayan Hospital, Jolly Grant (Dehradun), where doctors recommended immediate surgery. Since surgery is a huge financial and emotional decision for any middle-class family, we asked for an alternative. The doctors advised long-term physiotherapy—three times a week—which required constant transportation. With no second vehicle in the family, I prioritized her treatment over car repairs. I couldn't afford to submit the car for repairs for 10-15 days. My priority was my mother's health and her mobility for treatment, not fixing a dent. Once her condition stabilized a little, and she was able to travel shorter distances on a bike, I visited Tanya Automobile-Maruti Agency, Saharanpur, on 20 April 2025 and submitted my car for repair. I was told to provide a written application detailing the incident, which I did on the same day. The Body Shop manager informed me that the claim had been submitted Insurance company and was being handled by your Claim Expert Mr. Vishal Kumar. The Real Harassment Begins----Utterly Shameful Behaviour of Your Claim Expert Vishal Kumar
What followed was not just customer negligence but blatant mental harassment by your so-called "claim expert." On 24 April, I called Mr. Vishal Kumar for an update on my claim. He did not answer my first two calls. When he finally picked up the third time, he said flatly: "Sir, your claim is rejected." When I asked him why, He said the damage is 4 weeks old so can't do anything.
No empathy. No courtesy. When I tried to ask him the reason for rejection, he hung up the call mid-conversation. I called back, he simply refused to answer.
I called him again on next day 25 April, he arrogantly repeated the same line: "Sir, your claim is rejected, nothing can be done." Despite me explaining in detail the medical situation of my mother and the reason for the delay in submitting the claim, he showed zero humanity or professional ethics. Upon his request, I shared all relevant medical documents to justify the delay, hoping that the claim would be considered on compassionate grounds. Next day 26 April, when I called him again, he repeated the same cold and scripted line: "Sir, your claim is rejected, nothing can be done." When I pressed him for a logical answer as to why medical documents and genuine circumstances were being ignored, he hung up the call again. Every attempt to reach out after that was either met with silence or the same robotic response. This kind of behavior is not just unethical—it is inhuman, insensitive, and completely unprofessional. Saying 'No' is the easiest thing in the world because it takes zero effort to reject a genuine claim without understanding the circumstances, showing any empathy, or even attempting to find a solution. Mr. Vishal Kumar, your so-called Claim Expert – a man who deserves neither the title of "expert" nor "professional." Let me walk you through his conduct: Ignored multiple calls before finally answering and bluntly stating:
"Sir, your claim is rejected." – no explanation, no concern, just cold arrogance. Completely rude, unapologetic, and devoid of basic empathy. When I tried to explain the situation, he hung up on me mid-conversation. Upon multiple follow-ups, he kept repeating the same robotic line:
"Your claim is rejected, nothing can be done." When I shared all valid medical documents to support the delay due to my mother's critical condition, he refused to even acknowledge them and again rudely dismissed my concern. Stopped answering my calls altogether, as if ghosting a customer is acceptable behavior at ICICI Lombard. At no point, He made any attempt to proactively inform me of my claim status. It was always me chasing him, calling and following up every single day while he showed zero professionalism or courtesy. This behavior isn't just unethical—it is a form of mental harassment and emotional abuse at the time when I am already struggling with a family health crisis. This is not customer service—this is pure negligence, arrogance, and heartlessness. People like Vishal Kumar, who treat customers with such indifference and arrogance, should be terminated immediately, as they are not only unfit for such roles but are also a liability to the company's reputation and ethics Your Company's Message Is Loud and Clear
By rejecting my claim purely on the basis of a delay (despite valid medical grounds and documentation), and by employing people like Vishal Kumar who treat policyholders like garbage, ICICI Lombard has sent a very clear message: You don't care about your customers' lives or realities. You operate like a profit-hungry corporate machine, not an insurance provider. You value rules over people, and employ agents who lack basic decency. Current Situation
My car has been lying at the agency for more than a week now, during a time when I urgently need it for my mother's medical visits. I'm being punished by your company for doing the right thing—prioritizing my mother's health over a minor repair claim. And to top it off, I'm being emotionally harassed by your irresponsible staff who treat customers with disdain. Overall Experience
This is not how a responsible company operates, Mr. Mantri. If you claim to lead a customer-centric organization, then I urge you to take personal notice of this complaint. What I've gone through is not a "process issue"—it's a brutal example of how a customer can be mentally tortured during already difficult times. After this humiliating and mentally draining experience, I will never renew my car insurance with ICICI Lombard again, and I will make sure to never use or recommend your services to anyone in the future. ICICI Lombard has lost a loyal customer forever." If ICICI Lombard has any sense of responsibility or accountability, I expect an immediate refund of the entire renewal premium I paid for the policy, as well as adequate compensation for the immense stress and emotional distress your company's handling of this matter has caused me. Else, I have decided to take legal action by filing a case in the consumer forum. Additionally, I will escalate this issue on all relevant social media channels to ensure that others are aware of the appalling service and customer mistreatment that I've experienced with ICICI Lombard. I will not remain silent about the abuse and negligence I have faced. The mental harassment, stress, and emotional trauma caused by your company's negligence and inhumane treatment has seriously affected my health. If anything happens to my health due to this continued harassment and mental pressure, ICICI Lombard will be solely and legally responsible for it.

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