HDFC LIFE

[Nitesh Jaiswal]

Policy Name

24542834

Company Name

HDFC LIFE

Customer Care Number

022-68446530

Loss Amount

500000

Ratings

1.00 star(s)

Opposite Party Address

Bhuktapur , Adilabad -504001

I am extremely disappointed and concerned about how my mother's policy and the complaint raised by us are being handled.

Your team previously informed us that the policy would not be cancelled without the policyholder's approval. However, you have not provided any evidence of our consent, such as an email, recorded telephone conversation, or other authorization, to support the cancellation of the policy. Now, we are being told that the matter has been handled as a “special consideration,” which does not explain what action was taken or resolve our original complaint.

I require a clear and written resolution to the following concerns:

1. Unauthorized policy cancellation: Please provide documentary evidence of the policyholder's approval for the cancellation, including the relevant email, call recording, or authorization record. If no such approval exists, please explain the basis on which the policy was cancelled.
2. Original policy terms and agent's commitments: The policy was sold to us with a 10-year policy term and a 5-year premium payment term. We were also informed by the agent that we could make partial withdrawals while the policy would continue, subject to the applicable policy terms and conditions. These commitments were important factors in our decision to purchase the policy.
3. Resolution of the complaint: Please confirm the final resolution of our complaint and explain how HDFC Life intends to honour the commitments made by the agent at the time of sale. If any of these commitments are not applicable, please provide the relevant policy clauses and a clear explanation with compensation for the loss we incurred till now.
4. Policy continuation and premium payments: We have provided our bank account details for the required payments. Please confirm in writing whether the policy can be reinstated or continued under the originally agreed terms, the total amount deducted at policy cancellation should be credited , and the procedure for future premium payments. Please do not initiate any debit until the payment request and the policy status have been independently verified and confirmed.
5. Callback from a senior official: We have not received any call from an HDFC Life senior executive or the escalation helpdesk, despite the seriousness of this matter. I request an urgent callback from a senior official who has the authority to review and resolve this complaint.
6. Authenticity of the recent email: We are unsure whether the email we received is genuinely from HDFC Life or could be a phishing or spam message, as we have not received any corresponding telephone communication from your senior team. Please verify the authenticity of the email through your official communication channel and confirm the next steps in writing.

I do not consider the phrase “special consideration” to be a satisfactory resolution without a proper explanation, supporting documentation, and a clear commitment regarding the policy's status and benefits.

I request HDFC Life to provide the following in writing:

• The current status of my mother's policy and the reason for its cancellation, if applicable.
• Documentary proof of the policyholder's consent to the cancellation.
• A point-by-point response to the complaint already raised.
• Written confirmation of the original policy term, premium payment term, and partial withdrawal provisions.
• A clear resolution explaining how the agent's representations will be addressed.
• A callback from a senior escalation officer, along with a complaint reference number and a timeline for resolution.

Please treat this matter as urgent and respond formally in writing. We expect transparency, accountability, and a fair resolution based on the representations made to us when the policy was sold.