Customer's Voice

Customer's Voice

    Chaudhari Nitin
    Dear Sir/Madam, I write this just to say a lot of Thank You to all of you.Yesterday only did we receive the cheque . I really appreciate the professionalism, courtesy, dedication, sincerity, speed and cooperation you all have extended to me and the grief stricken family who have untimely lost their beloved son,husband and father who was the only earning member. I really thank you all for your timely help whenever I have written you as well as called you in the process of settlement of claim. Thank you once again and I am confident you will provide such services in future to all such grief stricken families.I once again express my sincere gratitude and wish you all and HDFC ERGO all the best and prosperity. Thanks and regards. Chaudhari Nitin

    Praveen Sasidharan:
    I had a motor claim for car KL-01-AG-8784 this month.Your claims team was very fast to act and I got my vehicle in 3 days even though your company didn’t have a tie up with that particular garage. I highly appreciate the way in which my claim was dealt.

    Frank M:
    Thank you very much for your reply. Your Call Center was very kind in giving me the necessary assistance at the time when I called in connection to the claim. I as instructed by your Call Center executive did go to Sundaram Motors, Coimbatore and signed the necessary claim forms etc giving the original RC book, driving license, the policy etc. The work is in progress and the company has given me the assurance that the vehicle will be delivered to me on Saturday morning. Kindly instruct your surveyor to inspect the vehicle on Friday itself since I will be taking delivery of the vehicle on Saturday early morning. My MD is leaving for Kerala the next day early. I must complement you staff for the excellent and courteous manner in which they spoke to give me all the assistance. Looking forward to a long standing relationship with the company.

    Onkar Singh:
    Due to failure of the main bearing, the main shaft of the machinery was damaged at the bearing base. We had a Business Suraksha policy with HDFC ERGO that also covered Machinery Breakdown. The Corporate Claims Team visited the site of the loss and subsequent to that a meeting was held at our Corporate office for final discussion. The Claim was settled within 4 days of the discussion being held!! It was indeed a pleasure to interact with your Claims Team on the technical issues. We sincerely admire your graceful and professional approach.

    Venkatesh B:
    It would be my pleasure to give you a feedback about HDFC ERGO services which includes the customer services from your team. Quantitative feedback : Rating measurement scale: 1 to 5 (1 – Poor, 2 – Good, 3-Better, 4- Fair 5 – Excellent) 1. Prompt reply from HDFC ERGO employees: In a scale of 1 to 5, I would rate 4. 2. Pro-actively understanding the customer’s/client’s mail communication: I would rate 3 3. Customer etiquette in replying mails: I would rate 4 4. Proper guidance over email: I would rate 5 Over-all rating of HDFC ERGO is 4. Qualitative feedback : I sincerely appreciate the services of HDFC ERGO team in attending to my insurance needs when I was overseas. (Location – Johannesburg, SA). To be specific about their service, I am glad to mention that their promptness, caring attitude in terms of customer service is to be highlighted.

    Thanks for processing the claim. I would like to thank you all. Interacting with your customer care executives was real helpful and I can say for sure that very few customer care associates understand the whole process and value customer, which is a real help to the customer. In the whole claim processing, your customer care executives not only kept me updated about the status of the claim and but also replied to my emails promptly. I can gladly say that HDFCERGO's claim team has a very effective process and knowledgeable associates who understand the process, interacts effectively with customers and value customer. Thank you very much HDFC ERGO Claim Team.

    Vijaya Venkat:
    I own a Hyundai Verna which is under cover of your company for the past 3 yrs (since I purchased). In the process of renewal/claim, I had in the past 3 years interacted with many people both at Chennai as well as Bangalore. I am very happy to express my appreciation the way your people dealt with various queries/issues. I find each one to be polite, positive and helpful. This shows the team work. I am a Sr. Citizen returned to India, after over 2 decades of assignments overseas. During the course of my stay overseas, I had dealt with Insurance Companies with mixed responses. I wish to express my appreciation to your Team and am sure they will continue their good work, in the market place which is very competitive.

    Dipinder Singh Brar:
    Thank you for the prompt settlement of our claim for the total loss of our new Mercedes Benz car. What has been most surprising and welcome is the professional and efficient manner in which our claim has been settled by HDFC ERGO. Not forgetting that this was a large claim and therefore one did expect a certain time lag for the settlement. However, I was most pleasantly surprised, when you settled the matters by the agreed fixed date. The fact that you also took into consideration not only interest of your company which would have been naturally expected, but you kept our interests as customers paramount. I would be failing, if I did not commend your Claims Team whose professionalism, experience and efficiency played a very important role in completing and settling our claim in such a short time and to our entire satisfaction. My only wish would be for other insurance companies to follow your lead.

    Trivikram Kini:
    I wanted to bring to your notice some exemplary service I received from HDFC ERGO recently. I have been a customer of the HDFC group for long now (banking, credit cards, loan, wealth management and recently insurance) and excluding some minor service issues here and there, the group has never disapointed me. My recent experience with HDFC ERGO has however won my absolute loyalty as a retail customer. I had met with a near fatal accident on 20th Feb 2010 in Bangalore and my car was wrecked beyond recognition. Mr. SANTOSH JADHAV was handling my account and he deserves a pat on the back for handling it well. As you would know, the most important point of contact in insurance business is during claims. In most cases, the customer would be still in trauma and/or physically hurt. At such times, the person dealing with the customer has perhaps the toughest job in the world in achieving two (sometimes contradicting) objectives - ensuring best interest for the company and for the customer. Mr. Jadhav did a good job in managing the situation well. The case of indeed that of a total loss. What I liked is that in a completely unwell state, I did not have to bother about the insurance at all. Mr. Jadhav suggested me the best workaround, arranged for the salvager, co-ordinated the whole process in a prompt manner and I just had to go collect the cheques. As is the rule, like any other company, you might be receiving thousands of mails with complaints. I therefore made it a point to let you guys know that you are doing a great service and some like me do appreciate it. Professionals like Mr.Jadhav are real assets to the company and should be encouraged.

    Sanjukta Parasor:
    Dear HDFC-ERGO I should like to bring to your notice the excellent services provided to me by one of your employees Mr. Abdul Fattah currently working in Guwahati, Assam. My brother's vehicle, a brand new TATA Safari met with an accident in Guwahati. As he, an Army officer, had to leave to his place of posting, i was asked to take care of the details. Armed with just a representation, i approached HDFC ERGO and found that Mr. Abdul Fattah is an absolute delight to work with. i merely placed the vehicle at his hands and disposal. all the work required and docomentation including getting after the workshop guys was entirely his doing. within a short amount of time he ensured that the vehicle was repaired and returned to us. I must commend the presence, aid and service provided by mr. Fattah. i'm not just satisfied with the service, I'm also impressed by his promptness and work attitude which made it possible for me to sit home with least tension. Thank you.

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