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.
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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!
Very Poor Chat Experience & App Performance
I am writing this feedback out of genuine frustration with the app experience.
The app is extremely slow and the chat system is very poorly designed. When booking an appointment with a doctor and sending a message in chat, there is no confirmation whether the message has been sent, delivered, or seen. There are no status indicators at all.
Worse, after sending a message, I have to manually exit the chat and reopen it just to check whether the message was sent or if there is any reply. It feels like using an internet service from the year 2000 where you had to refresh repeatedly to see updates.
This creates unnecessary anxiety when communicating with doctors, especially in situations that may be time-sensitive.
It is surprising that such a basic functionality was released without proper testing. A healthcare app should prioritize smooth, real-time communication.
I strongly request that you improve:
• App speed and responsiveness
• Real-time chat updates
• Message status indicators (Sent, Delivered, Seen)
• Push notifications that work reliably
Please take this seriously and improve the user experience.
The app is extremely slow and the chat system is very poorly designed. When booking an appointment with a doctor and sending a message in chat, there is no confirmation whether the message has been sent, delivered, or seen. There are no status indicators at all.
Worse, after sending a message, I have to manually exit the chat and reopen it just to check whether the message was sent or if there is any reply. It feels like using an internet service from the year 2000 where you had to refresh repeatedly to see updates.
This creates unnecessary anxiety when communicating with doctors, especially in situations that may be time-sensitive.
It is surprising that such a basic functionality was released without proper testing. A healthcare app should prioritize smooth, real-time communication.
I strongly request that you improve:
• App speed and responsiveness
• Real-time chat updates
• Message status indicators (Sent, Delivered, Seen)
• Push notifications that work reliably
Please take this seriously and improve the user experience.
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Response from developer
Dear Sir/Madam, we apologize for the unpleasant experience. We request you share your registered mobile number and error screenshot on customersupport@icicilombard.com so that we can help you in resolving the issue. Thanks!
Frequent crashes
I haven’t been able to use the app at all as soon as I open it, it crashes and never works.
Waste of having this App
This app is one of the worst app in this App Store can say … none of the features works .. face scan .. who holds the phone and see the camera for more than a minute and then it says try again .. steps count… developers please check other apps on how the step counts work no one will enter the count manually it should track automatically .. just for the sake of creating the app it’s created to download the policy document only we can use it I guess .. and that bot Ria it really irritates on saying the same thing again and again .. overall I can give negative rating but you guys are lucky to have that there is no negative ratings .. dear icici don’t waste money on developing this kind of bug applications
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Response from developer
Dear Sir/Madam, we apologize for the unpleasant experience. We request you share your registered mobile number and error screenshot on customersupport@icicilombard.com so that we can help you in resolving the issue. Thanks!
The biggest fraud
This is the 3rd time I’m trying to claim my motor insurance and i didn’t got a single approval and they just keep delaying and finally reject it anyways with any lame reason. My claim got rejected and when i got another accident and filed the claim then they say show me previous repair bills. If i could have afforded the repair then why would i had raised a claim. And why i had bought your policy if i only have to repair my vehicle. This time I’ve raised my claim in which i had a major accident that leads me to have a major surgery and I’ve even sent them every medical report to them but instead of resolving my claim , the agent doesn’t pick up the call anytime! I don’t know how busy they are that i keep calling them multiple times a day but they don’t respond to it. My insurance is about to expire and i think they are waiting for it to happen only! This time this company needs to legally answer these arbitrary behaviour and its carelessness and only Consumer Court can make it learn how to give services you’ve promised to your consumers!
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Response from developer
Dear Anshu, 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!
Diet consultation
I’m incredibly grateful for Dietitian Rafiya’s expertise and thoughtful guidance. Her tailored approach and thorough knowledge of nutrition have empowered me to make smarter food choices while keeping my diet balanced and manageable. Rafiya takes the time to listen, offers practical advice, and makes healthy eating feel effortless and natural in my daily life. Her recommendations go beyond just food, focusing on holistic well-being, which has made my path to a healthier lifestyle both approachable and enjoyable. Thank you, Rafiya, for your invaluable support and ongoing encouragement!
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Response from developer
Dear Faizy, Thank you we strive to make our app user-friendly and we are glad you had a good experience of our app. Happy to be able to assist you!
Never buy ICICI Lombard
Ii have signed up for ICICI Lombard for me and my family for the last 2 years and my experience can be summed as dealing with a fraud agency and the experience with this app like a cyber crime. The philosophy of ICICI Lombard is anything but Nibhaye Vaade. We have not received any claims till date even after repeated follow up with their partner Checkmed. The doctors you book through the app either do not exist or do not seat in the hospital mentioned or the hospitals never gets the approval to do cashless. So you end up getting harassed and paying the price. Even the health check up which is in my plan could not be availed for 2 successive years. You may ask why renewed as they promised they are taking care of the issues but the helpline only say give us some time. And this is the height we are registered in Bangalore and the app only shows Mumbai locations and it cannot be changed to Bangalore. 1 year has passed like this and now they say they have upgraded the app for bigger crimes but I haven’t experienced it as I am unable to even upgrade 🥲
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Response from developer
Dear Sir, 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!
Worst App Ever
I have never seem an app so buggy.
You try to order medicines and upload a prescription, the prescription needs to be a digital one else the application rejects it and there is no proper reason mentioned any where and no way to contact anyone as the support number redirects to a virtual assistant.
Once you select medicine quality in the prescription uploaded there is an issue in the application as the quality is not sent to the pharmacy and they call u back to confirm. Again you need to confirm it via app to get the medicines.
You go to any benefits like booking and appointment, booking medicines etc, you can never come back to application as back button won’t work. Kill the app and then come back.
You try speaking to customer support the virtual assistant handles only the questions that are provided and will not even respond if you all something else. There is no way to connect to human agent. You need to write a mail only after which you can speak to some human from the CS
Not die how a premium organisation like this can have such a buggy and worst app ever.
You try to order medicines and upload a prescription, the prescription needs to be a digital one else the application rejects it and there is no proper reason mentioned any where and no way to contact anyone as the support number redirects to a virtual assistant.
Once you select medicine quality in the prescription uploaded there is an issue in the application as the quality is not sent to the pharmacy and they call u back to confirm. Again you need to confirm it via app to get the medicines.
You go to any benefits like booking and appointment, booking medicines etc, you can never come back to application as back button won’t work. Kill the app and then come back.
You try speaking to customer support the virtual assistant handles only the questions that are provided and will not even respond if you all something else. There is no way to connect to human agent. You need to write a mail only after which you can speak to some human from the CS
Not die how a premium organisation like this can have such a buggy and worst app ever.
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Response from developer
Dear Prathyusha, we apologize for the unpleasant experience. Please share your contact details at customersupport@icicilombard.com so that we can help you. Thanks!
Consultation
I truly appreciate the guidance and expertise of Dietitian Rafiya. Her personalized approach and deep understanding of nutrition have helped me make better food choices while maintaining a balanced and sustainable diet. She patiently listens to concerns, provides practical solutions, and ensures that healthy eating fits seamlessly into my lifestyle. Her recommendations are not just about food but also about overall well-being, making the journey to a healthier lifestyle much easier and enjoyable. Thank you, Rafiya, for your valuable insights and continuous support!
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Response from developer
Dear Irasaba, thank you so much for taking out some of your time to share your valuable feedback.
No OPS option available
I am not getting the OPD claim option in my app.
Response from developer
Dear Jasmy, we are here to assist. Please share your contact details at customersupport@icicilombard.com so that we can help you. Thanks!
Weight loss consultation
I requested for weight loss consultation through app and Dietitian Samrudhi helped with customising diet plan based on my circumstances. She clearly understood the requirements and gave a detailed chart to follow. She also provided alternate options for every meal. Also she explained the importance of exercise along with diet. Great service. Thanks
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Response from developer
Dear Sir/Madam, thank you so much for taking out some of your time to share your valuable feedback.
Best Service
I chose to use a chat service in the app and connected with a dietitian named Samrudhi. During our interaction, Samrudhi thoroughly reviewed all aspects of my lifestyle, including my eating habits, daily routines, and any specific health concerns I had. Based on this comprehensive analysis, she provided tailored dietary recommendations that would best suit my needs. Her approach was notably friendly and approachable, which made the consultation not only informative but also pleasant. Overall, it was a positive experience, and I felt well-guided in making healthier dietary choices.
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Response from developer
Dear Shivani, thank you so much for taking out some of your time to share your valuable feedback.
Like SBI Bank Service
Never recommend anyone to buy Lombard policy seriously they ask you 100 questions and 50 pages paperwork at that time when you are in admitted and you are in front of survivor and in 2024 they still believe in paper work in which 12 times your name age and documents and 34 signatures of your at the bed time when you are in hospital. Even doctors never ask you that much questions rather the. Survivor. This policy is not for beginners or not for all. For this policy u must be a high society person after that u face this process complication and that much paperwork’s . Go for other and search better one if you read this who digitally process that and not ask you that rubbish questioning about your disease more than doctors.
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Response from developer
Dear Sir/Madam, 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!
Worst app and pathetic service
I am facing an issue where it’s clearly a back end problem with the app where I am unable to add a policy in the app. I have been following from last 3 months and I am getting the same solution from different people . They are not ready to understand the actual problem .
To my surprise they are sending me the same details again and again that please try to add it .
They are not bothered to understand the real issue .
The policy I added earlier and it was reflecting earlier all of a sudden the policy is no more visible in app .
I just don’t have words to explain there service . Pathetic customer care service . I have been following up since February and now it May and on 31st June my policy will expire . Wow you guys are amazing
To my surprise they are sending me the same details again and again that please try to add it .
They are not bothered to understand the real issue .
The policy I added earlier and it was reflecting earlier all of a sudden the policy is no more visible in app .
I just don’t have words to explain there service . Pathetic customer care service . I have been following up since February and now it May and on 31st June my policy will expire . Wow you guys are amazing
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Response from developer
Dear Mrigank, 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
App is total waste, have to raise claims 10 times to get it created. But after claim is created it appears only in your login but won’t be visible for claim process where I already raised 3 claims now. So you keep sitting for update but nothing happens. When you call customer care they give some explanation. I contacted my corporate representative to know claim was not visible for them after 10 days. Raised a claim again and got rejected in 5 mins saying cheque doesn’t have the name. Shame such a big company doesn’t even know salary account cheques don’t have names in them because the accounts are opened instantly. Also prehospitalization claims needs to be submitted after hospitalisation claim is cleared otherwise these brilliants keeps processing the prehospital claims instantly and keep rejecting it without even checking main claims. Overall app doesn’t register claims that shows registered in your app and ICICI team is fast in rejecting the claims rather than fixing the issue in app. I am doubtful to send my documentation to them because if they keep rejecting then I won’t get my documents back at least to claim in my spouse insurance. Should avail cashless to avoid contacting these guys. I have spent about 2 days to get all the documents ready and now struggling with this useless app without knowing whether my claim is registered or not.
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Response from developer
Dear Sir/Mam, we apologize for the unpleasant experience. We request you share your registered mobile number and error screenshot on customersupport@icicilombard.com so that we can help you in resolving the issue. Thanks!
Good app
Dietitian Samrudhi was able to help me with a good diet plan.
Response from developer
Dear Sir/Madam, we're happy to hear about your positive experience. Thank you for choosing IL Take care as a one-stop wellness and insurance solution.
Shyam
Scanning and Helth scores good
Regarding policy-:
"Hey, i just wanted to say that your service was fantastic! I really appreciated your excellent work!"
Consultation and order medicine not working
Consultation and order medicine not working since laat few month, contacted customer service but nothing from them yet to resolve the issue
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!
Good app to have all my policies easily accessible
Provides a lot of convenience and information is easily accessible and always available. Thanks.
Response from developer
Dear Sir/Madam, we're happy to hear about your positive experience. Thank you for choosing IL TakeCare as a one-stop wellness and insurance solution.
