OPD service not working for 3 days, glitch still not fixed
I uploaded my doctor's prescription for lab tests on 6 Oct at 12:31 PM. The app's own confirmation email promised digitisation within 1 working hour. Three days later, I am still not able to avail the OPD service I have paid for.
Customer support admitted there is a technical glitch in the app. Even after 3 days, it has not been fixed and nobody has given me a clear timeline. Why promise 1 hour if your own system cannot deliver it?
The tests were prescribed by a cardiologist and my treatment is on hold. Some tests need fasting, so I cannot even plan without a confirmed slot. For a health insurance app, this is not acceptable. A patient cannot wait days just to use a basic OPD benefit.
I have raised complaints with customer support, the grievance officer and IRDAI, and the issue is still not resolved.
The app looks good, but when you actually need the health benefit, it fails. Fix the glitch, show real-time status, and do not promise timelines you cannot meet.
Customer support admitted there is a technical glitch in the app. Even after 3 days, it has not been fixed and nobody has given me a clear timeline. Why promise 1 hour if your own system cannot deliver it?
The tests were prescribed by a cardiologist and my treatment is on hold. Some tests need fasting, so I cannot even plan without a confirmed slot. For a health insurance app, this is not acceptable. A patient cannot wait days just to use a basic OPD benefit.
I have raised complaints with customer support, the grievance officer and IRDAI, and the issue is still not resolved.
The app looks good, but when you actually need the health benefit, it fails. Fix the glitch, show real-time status, and do not promise timelines you cannot meet.
Show more
Not usable in other countries
This app asks for OTP on indian number while in USA or Canada. How will an Indian number receive SMS in USA or Canada? No other options to login are provided such a silly login system.
Response from developer
Dear Sir/Madam, we apologize for the unpleasant experience. Please share your contact details at customersupport@icicilombard.com so that we can help you. Thanks!
Worst app and service
Very disappointing experience after purchasing the policy. They are very responsive when you are buying the policy, but once the policy is purchased, getting answers to even basic doubts becomes extremely difficult. Instead of properly explaining the terms and conditions, the response is often simply, “Please read the conditions mentioned.”
The app also does not work properly, and even for basic app-related issues, we have to repeatedly follow up with emails. I have already sent more than 5 emails regarding the same issue, and it is still not resolved.
Customer support should not end once the policy is sold. The post-purchase service and issue resolution need significant improvement.
The app also does not work properly, and even for basic app-related issues, we have to repeatedly follow up with emails. I have already sent more than 5 emails regarding the same issue, and it is still not resolved.
Customer support should not end once the policy is sold. The post-purchase service and issue resolution need significant improvement.
Show more
Response from developer
Dear Sir, we apologize for the inconvenience you had to face. We request you share your policy number along with contact details at customersupport@icicilombard.com Our team will look into the matter. Thanks!
One of the worst insurance claim experiences I have ever had.
My experience with ICICI Lombard has been extremely disappointing. The claim handling process was frustrating from start to finish. Despite submitting all the required documents and cooperating at every stage, my genuine claim was rejected without providing a clear, satisfactory, or customer-friendly explanation.
The communication was poor, and instead of resolving the issue, I had to repeatedly follow up through calls and emails. It felt like the company was more focused on finding reasons to deny the claim than helping a genuine customer.
An insurance company is expected to support its customers during difficult times, but unfortunately, that was not my experience with ICICI Lombard. Based on my experience, I cannot recommend this insurer to anyone. I hope the company improves its claim settlement process, transparency, and customer service.
The communication was poor, and instead of resolving the issue, I had to repeatedly follow up through calls and emails. It felt like the company was more focused on finding reasons to deny the claim than helping a genuine customer.
An insurance company is expected to support its customers during difficult times, but unfortunately, that was not my experience with ICICI Lombard. Based on my experience, I cannot recommend this insurer to anyone. I hope the company improves its claim settlement process, transparency, and customer service.
Show more
Response from developer
Dear Vineet, we are sorry for your unfortunate experience. We would appreciate it if you could share the claim details and your registered mobile number with us at customersupport@icicilombard.com and our team will look into the issue. Thanks!
Health Check-Up Reject
Very disappointing experience. I booked a health check-up for my 20-year-old son, but it was rejected because your system incorrectly classified him as a child. I had entered his correct date of birth when purchasing the policy.
When I contacted customer care, they said it was a system glitch. Later, the health check-up department asked me to call customer care and inform them that my son is an adult. It is surprising that your own system cannot identify his correct age despite having his date of birth.
Moreover, when your representative visits for blood sample collection, they verify the Aadhaar card, which clearly confirms the insured person’s age. This issue should never have happened.
Please fix your system, correct my son’s details, and improve the coordination between your customer care and health check-up teams. This experience has been very frustrating.
When I contacted customer care, they said it was a system glitch. Later, the health check-up department asked me to call customer care and inform them that my son is an adult. It is surprising that your own system cannot identify his correct age despite having his date of birth.
Moreover, when your representative visits for blood sample collection, they verify the Aadhaar card, which clearly confirms the insured person’s age. This issue should never have happened.
Please fix your system, correct my son’s details, and improve the coordination between your customer care and health check-up teams. This experience has been very frustrating.
Show more
