Consumer Complaint Under Consumer Protection Act, 2019 – Deficiency in Service, Unfair Trade Practice & Wrongful Claim Rejection by ACKO Insurance

piyushh

piyushh

New member
Policy Name
motor insurance
Company Name
ACKO General insurance
Customer Care Number
18002662256
Loss Amount
50000
Ratings
1.00 star(s)
To
The Hon’ble District Consumer Disputes Redressal Commission
(Through E-Daakhil / Official Email)

Respected Sir/Madam,

CONSUMER COMPLAINT​

Under Section 35 of the Consumer Protection Act, 2019

I, Piyush, authorized representative of the complainant, respectfully submit this complaint against ACKO General Insurance Company Limited, for deficiency in service, unfair trade practice, wrongful rejection of insurance claim, harassment, and violation of privacy, as detailed below.

1. DETAILS OF THE PARTIES​

Complainant:​

Name: Mrs. Nisha
Status: Consumer / Policyholder
Through Authorized Representative: Piyush
Contact: 8851616733

Opposite Party:​

Name: ACKO General Insurance Company Limited
Nature of Business: Insurance Service Provider

2. JURISDICTION​

This Hon’ble Commission has jurisdiction to entertain the present complaint as:
• The cause of action arose within its territorial jurisdiction
• The value of the claim falls within the pecuniary jurisdiction of this Hon’ble Commission

3. FACTS OF THE CASE​

  1. The complainant purchased a valid motor insurance policy from the Opposite Party after paying full premium.
  2. During the policy period, an accident occurred and a claim was duly lodged with ACKO General Insurance.
  3. The Opposite Party conducted multiple surveys and physical verifications, including a home visit.
  4. All documents demanded by the Opposite Party were submitted promptly and fully.
  5. The insured vehicle was completely repaired and ready for delivery.
  6. Despite completion of all formalities, the Opposite Party kept the claim pending for over 20 days without justification.
  7. Thereafter, the Opposite Party arbitrarily rejected the claim without providing any valid, written, or lawful reason.

4. ILLEGAL AND UNAUTHORISED VERIFICATION​

During the verification process, a representative of the Opposite Party attempted to inspect and access the personal mobile phone gallery of the complainant’s representative, which:

• Has no basis under IRDAI regulations
• Is unrelated to insurance claim verification
• Constitutes gross invasion of privacy
• Amounts to harassment and abuse of power

Such conduct is unethical, illegal, and violative of consumer dignity.

5. HARASSMENT AND MENTAL AGONY​

The accident involved the complainant’s family member, who is an accident victim.
Instead of extending lawful claim benefits, the Opposite Party subjected the complainant to:

• Repeated and unnecessary verifications
• Prolonged uncertainty and delay
• Financial hardship
• Mental stress and harassment

6. DEFICIENCY IN SERVICE & UNFAIR TRADE PRACTICE​

The acts of the Opposite Party amount to:

• Deficiency in service under Section 2(11) of the Consumer Protection Act, 2019
• Unfair trade practice under Section 2(47)
• Violation of IRDAI (Protection of Policyholders’ Interests) Regulations
• Misrepresentation of insurance benefits after collecting premium

The Opposite Party has adopted a deliberate practice of delaying and rejecting genuine claims.

7. CAUSE OF ACTION​

The cause of action first arose on the date of claim registration and continues till date due to wrongful rejection and non-settlement of the claim.

8. RELIEF(S) SOUGHT​

In view of the above facts and circumstances, the complainant respectfully prays that this Hon’ble Commission may be pleased to:

  1. Direct the Opposite Party to pay the full insurance claim amount along with interest
  2. Award compensation for mental agony and harassment
  3. Direct refund of policy premium, if claim settlement is denied
  4. Impose penalty for unfair trade practice and deficiency in service
  5. Award costs of litigation
  6. Pass any other order deemed fit in the interest of justice

9. DECLARATION​

The complainant declares that:
• No other complaint on the same cause of action is pending before any other court or forum
• The facts stated above are true and correct to the best of knowledge and belief

10. LIST OF DOCUMENTS (To Be Attached)​

  1. Insurance Policy Copy
  2. Claim Registration Proof
  3. Claim Rejection Communication
  4. Repair Bills
  5. Survey / Verification Records
  6. Correspondence with ACKO
Place: Faridabad
Date: 19-12-2025

Complainant / Authorized Representative
Piyush
(On behalf of Mrs. Nisha)
Contact: 8851616733
 
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