COMPLAINT LETTER

Date:08-July-2023

From: Christopher Sunder

Contact no:9819305542
Email id:[email protected]
Address:SARKARI BAWDI, GORAI BEACH ROAD, GORAI VILLAGE

To,
The Honorable Ombudsman,
Location:Office of the
Insurance Ombudsman, 3rd
Floor, Jeevan Seva Annexe, S.
V. Road, Santacruz (W),
Mumbai - 400 054

Complaint Against:Tata AIA life insurance company limited

Policy Number : C264775618
Relief Sought:Refund my Premium
Extent of Loss : 405580

Subject:Complaint Against Tata AIA life insurance company limited Policy

No. C264775618

Respected Honorable Ombudsman,

I, Christopher Sunder, am a victim of mis-selling & fraud and wants to

complaint against Tata AIA life insurance company limited for Policy
No.C264775618
I have been cheated & misappropriated my funds towards issuing a new
policy without my consent & knowledge. I am approaching the authorities
& demanding a refund of my premium paid as these policies are not sold
based on my need & requirements.

I request authorities of Ombudsman to instruct company to investigate the

details of my complaint & I urge for cancellation & refund of my amount
basis below facts:
1.I was approached by Fairoza Arai(8879006881) employee code:
005047650 who is my relationship manager from TATA AIA.
2.I had an existing policy with TATA AIA since 2011 which was regularly
paid & the RM approached me for the KYC updation of the policy.

3.She had taken all my details & identity proofs for the purpose of KYC
update in my existing policy however, my ID proofs were misused by her
in issuing a new policy in my name.

4.I was never given any information about any such policy being issued to
me nor any plan details were given by her.
5.The agent even misused my registered phone for getting access to
OTP’s which she utilized for policy purchase.

6.I wish to highlight here that my profile has been misrepresented by your
employee for the sake of policy issuance.

7.In the proposal form I am shown as running a business having an annual

income of Rs.8 lakhs. This is absolutely wrong as I am an unemployed & I
am ready to share my bank statement to prove my financial status.
8.I have shared my complete whatsapp chat with your employee which
validates the allegations & I am ready for any face-2-face investigation
with her to reveal the truth.

I demand cancellation and refund of my hard earned money as per

argument below :

1.I have right to cancel the policy under freelook because I did not receive
any policy document till date .
2.I did not issue any cheque or any transfer towards the premium for this
policy. The agent misappropriated my funds from my existing policy &
internally she transferred amount towards this premium without my
consent . Tata AIA should share my approval for transferring money . I am
sure , she has forged signature .

3.I have not received any physical documents of the policy till date. In
absence of documents being delivered to me I am eligible for cancellation
& full refund.

4.I demand the company to produce the proof of delivery if documents

were delivered to me.
5.I came to know about this fraud when I applied for the surrender of my
existing policy & I was shocked to know that another policy had been
issued in my name.

6.I did not receive any pre-issuance verification call from the insurance
company. Had the company contacted me before issuance I could have
been saved from this fraud.
7.As per Anti money laundering, Insurer must verify source of income for
premium more than 1 lakh. I did not share any proof as no ITR was taken
from me.

8.Company's employee took my identity proofs for the purpose of KYC

updation in my existing policy. However, she misused those documents in
issuing a new policy in my name without my knowledge & consent.

9.She took access of my phone in the name of downloading an app & also
misused all the OTP’s.
10.I have not received my policy documents till date. In absence of
documents delivered to me I am still eligible for cancellation & complete
refund.

11.I did not issue any cheque or any account transfer for the premium.
The funds were misappropriated from my older policy and same can be
verified from the records.

12.Company's employee has used all unethical means for her personal
benefits of getting commission & cheated me for getting this policy issued
in my name. I demand for immediate cancellation & refund of my amount.

Details of Policy sold are stated below:

Policy No. Insurer Name Premium

S.No.

Tata AIA
life
Christopher
1. C264775618 insurance False
Sunder
company
limited

Insurance is a buisness of trust.If trust is broken,no one will buy insurance.

Evidences to establish fraud are:

1.I have whattsup chat as a proof which is a legal document and can be
investigated.
I have represented my case to the insurance company on Wed Jun 07
2023 and have received a response on Tue Jun 27 2023.

I request to the Honorable Ombudsman to please consider my case for

hearing and help me get my refund back.

Signatures-
 ***********************

From: Christopher M.K <[email protected]>

Date: Thu, Jun 22, 2023 at 1:54 PM
Subject: Escalation for policy no :C264775618
To: <[email protected]>, <[email protected]>

Dear Mr. Arjun Kumar Singh,

Tata AIA life Insurance

This is with reference to the response received via email dated June 15, 2023.

How can Tata AIA justify a fraud done by own staff ? Why Tata AIA did not read my grievance and take
action ? I demand cancellation as per arguments below :

1. Your staff manipulated my old policy and churned in a new policy .

2. I am still entitled for freelook cancellation because I did not receive policy document . Where is the proof
of delivery .

3. I did not receive any verification call ? Where s the call recording ?

4. What action is taken by TATA against Ms Arai who sold this policy ?

I wish to state that the response received from the company is not appropriate. It is against the principle of
IRDA i.e protection of the interest of the policyholder. The arguments presented by you are not in response
to my complaint. I would like to, once again, draw your attention towards the following points:

I shared the details of your employee who trapped & misguided me to sell this policy to me. I demand the
details of your investigation done against her during the complaint process.

I even shared my entire whatsapp chat conversation with her which is clear evidence of how she misguided
& misled me to impose this policy.

Even after sharing the evidence against your employee the company will still penalize the customer &
expect to continue a policy wrongly sold to me.

I had raised in my previous email that your employee took my identity proofs for the purpose of KYC
updation in my existing policy. However, she misused those documents in issuing a new policy in my name
without my knowledge & consent.

I further demand for a face-2-face investigation with her to reveal the truth.

She took access of my phone in the name of downloading an app & also misused all the OTP’s.

I have not received my policy documents till date. In absence of documents delivered to me I am still
eligible for cancellation & complete refund.

I did not issue any cheque or any account transfer for the premium. The funds were misappropriated from
my older policy. You can verify the same from your records.

As per Anti money laundering, Insurer must verify source of income for premium more than 1 lakh. I did not
share any proof as no ITR was taken from me.

I request the authorities to relook into the matter and provide resolution to my case or I will have to
approach the Ombudsman for justice.

Looking forward to hearing from you soon.

Christopher Sunder

***********************

From: Complaints Life <[email protected]>

Date: Thu, 15 Jun, 2023, 6:20 pm
Subject: Response: Re: Policy Number: C264775618; Reference Number 93615383
To: [email protected] <[email protected]>

Dear Mr. CHRISTOPHER SUNDER MURIYAN KANDATHIL

Greeting from TATA AIA Life Insurance.

This is in reference to your email /letter/concern dated 07/06/2023 we tried to reach you but unable to
connect.

We wish to inform you that based on the detailed investigation on your concern, the captioned policy was
issued to you basis the duly authorized application Form and the Sales Illustration Sheet received from you
along with your KYC documents.

We further wish to inform you that policy holder can cancel the policies in free look period within 15 days
(30 days for policies issued with EIA account or through distance marketing) post receipt of policy document
(Post credit of policy documents to EIA). The relevant portion of the free look clause is reproduced here for
your ready reference.

"A policyholder has a period of 15 days (30 days for policies issued with EIA account or through distance
marketing) from the date of receipt of the policy document (Post credit of policy documents to EIA) to
review the terms and conditions of the policy and where the insured disagrees to any of those terms or
conditions, he has the option to return the policy stating the reasons for his objection, when he shall be
entitled to a refund of the premium paid, subject only to a deduction of a proportionate risk premium for the
period on cover and the expenses incurred by the insurer on medical examination of the proposer (if any),
stamp duty charges and service taxes on same.”

However, we have not received your request for cancellation and plan change within free look period of 30
days.

In view of the above-mentioned facts, we regret that we shall be unable to accept to your request to cancel
the policies and refund the full premiums on the policies.

Further, if you do not make the premium payment the policy shall move into lapse status.

However, as insurance is a long-term contract hence, we advise you to continue with the policies to reap
the full benefit of the plan. We request you to refer the policy documents for the product benefits.

We value your association with us. Should you require any further queries/clarification, please do contact us
on our number 18602669966 (Local call rates apply) from Monday to Saturday between 10.00 am to 7.00
pm.
OR Email us at [email protected]. We shall be glad to help you.
In case you are dissatisfied with the above resolution, you may also represent the matter to the next level
within 8 weeks of receipt of this communication by replying on the same Email id by addressing any of the
Escalation level shared below. Beyond the period of 8 weeks, the complaint shall be considered as closed.
Level1:
Grievance Redressal Officer
Level2:
Insurance Ombudsman
You may also approach the Ombudsman office post 30 days from date of filing your grievance with us, for
redressal of your grievance. For the Ombudsman office addresses, please click on https://www.cioins.co.in/
Ombudsman
Website: https://www.cioins.co.in
To know the grievance redressal mechanism of TATA AIA, click https://www.tataaia.com/customer-
service/grievance-redressal.html

We recommend to use digital options and reach out to us through the below touch points:
1) Website: https://www.tataaia.com
2) My Digi Account, Click on https://myinsurance.tataaia.com/
3) SMS: POL to 5676799 to know the status of your policy (e.g. POLC220811082 and send it to 5676799 )
4) Online Payment Option: https://apps.tataaia.com/PG/#!/policyPayment
5) WhatsApp: Ping Hi from your WhatsApp on7045669966 OR click the link https://wa.me/917045669966?
text=Hi

Thank You,

Singh Arjunkumar
Service Assurance
Tata AIA Life Insurance Company Ltd.
(IRDAI of India Regn. No. 110) (CIN - U66010MH2000PLC128403)

***********************

From: Christopher M.K <[email protected]>

Date: Tue, Jun 6, 2023 at 11:21 PM
Subject: Complaint against for Policy No -C264775618 of TATA AIA Life Insurance Co. Ltd.
To: <[email protected]>

Dear GRO,

I, Christopher Sunder, am a victim of mis-selling & fraud by your company’s employee who cheated &
misappropriated my funds towards issuing a new policy without my consent & knowledge. I am
approaching the authorities & demanding a refund of my premium paid as these policies are not sold based
on my need & requirements.

I request your company to investigate the details of my complaint & I urge for cancellation & refund of my
amount basis below facts:

1. I was approached by Fairoza Arai(8879006881) employee code: 005047650 who is my relationship

manager from TATA AIA.
2. I had an existing policy with TATA AIA since 2011 which was regularly paid & the RM approached me
for the KYC updation of the policy.
3. She had taken all my details & identity proofs for the purpose of KYC update in my existing policy;
however, my ID proofs were misused by her in issuing a new policy in my name.
4. I was never given any information about any such policy being issued to me nor any plan details
were given by her.
5. The agent even misused my registered phone for getting access to OTP’s which she utilized for
policy purchase.
6. I wish to highlight here that my profile has been misrepresented by your employee for the sake of
policy issuance.
7. In the proposal form I am shown as running a business having an annual income of Rs.8 lakhs. This
is absolutely wrong as I am unemployed & I am ready to share my bank statement to prove my
financial status.
8. I have shared my complete whatsapp chat with your employee which validates the allegations & I
am ready for any face-2-face investigation with her to reveal the truth.

I demand cancellation and refund as per argument below :

I have the right to cancel the policy under freelook because I did not receive any policy document till
date .
I did not issue any cheque or any transfer towards the premium for this policy. The agent
misappropriated my funds from my existing policy & internally she transferred the amount towards
this premium without my consent . Tata AIA should share my approval for transferring money . I am
sure that she has forged my signature .
I have not received any physical documents of the policy till date. In absence of documents being
delivered to me I am eligible for cancellation & full refund.
I demand the company to produce the proof of delivery if documents were delivered to me.
I came to know about this fraud when I applied for the surrender of my existing policy & I was
shocked to know that another policy had been issued in my name.
I did not receive any pre-issuance verification call from the insurance company. Had the company
contacted me before issuance I could have been saved from this fraud.
As per Anti money laundering, Insurer must verify source of income for premium more than 1 lakh. I
did not share any proof as no ITR was taken from me.
Your employee has used all unethical means for her personal benefits of getting commission &
cheated me for getting this policy issued in my name. I demand for immediate cancellation & refund
 of my amount.

I humbly request your esteemed organization to look into my complaint & provide me with a justified
solution else I will be forced to move to higher authorities like IRDAI or Ombudsman which may also impact
the company's reputation negatively. My hard-earned money has been blocked by your sales agents.

Awaiting revert.

Thanks and Regards

Christopher Sunder

9819305542
 Details of Policies sold are stated below:

Policy Start Agent

S.No Name Company Policy No Premium
Date name
Christopher Tata AIA life insurance company
1 C264775618 false
Sunder limited