How a service company will survive if it compromises with their core offerings (service)???My last 03 weeks experience with GoDigit insurance company.

Extremely disappointed with the pathetic services rendered to me by GoDigit. I wonder how come a company claims 5 stars ratings because in order to secure that you can’t have any rating less than 5 star and I am here screaming out of my lungs that your services sucks; offered no clarity, non-responsiveness, laid back attitude of employees, incompetent in handling escalations are few of the experiences that I have had. Nonetheless, I believe that it was the simplest case to handle but the kind of turn it has given GoDigit made me realize my mistake in picking this motor insurance in the first place.

One thing to appreciate is its grievance department, it was supportive enough to help me endure this painful waiting, which finally got over yesterday night i.e. 21st?Aug. We all know that department has no teeth and work as mail forwarding agent but they did that job well, however they didn’t disclose the name of their incompetent colleagues who have been the reason of this unjustifiable delay.

Background

I registered my claim in the morning on 1st?of Aug’ 22 and got the impression that I will get my car repaired in the next 4 days or so.

Same morning around 10 am, I spoke to a GoDigit surveyor who wanted me to be at the repair shop at the earliest. To his surprise, I was sitting there and he didn’t turn up for the next few hours and I left for home.

Same afternoon when I contacted the surveyor, he said that it would take some time. I requested him to expedite it to which he replied that he would try. I was hopeful!!! Never ever thought that this hope would soon become my despair.

I and the GoDigit grievance team chased GoDigit’s surveyor every other day, their grievance team wrote to his seniors but no response at all.

Eventually, I received a call from the GoDigit legal team asking the same questions that their surveyor had asked. Same response that I had given to the GoDigit surveyor secured the legal clearance, Hurray!!! Your legal team said that the surveyor will clear it in no time as everything should be done online and once again I tried reaching him, NO RESPONSE!!!

“Till date I couldn’t figure out the reason for the delay or what Sherlock Holmes (Surveyor) did all those days as he didn’t ask me anything beyond regular questions and I am sure that there wasn’t anyone else related to this matter that he was aware of.”

8th?of August, a vehicle repair order was sent, however, I was expecting my car to be repaired by that time. I was told due to holidays I need to wait till Monday i.e. 12th?Aug.

I visited the repair shop on 12th?and came to know that Front bumper is not covered as it was slightly broken from one end (2 inches on the higher side) that had no impact on the bumper durability or its bindings. And above all the car premium was calculated in that state only that I have been paying for the last 02 years. “Now the front bumper has been denied, however, it is not mentioned in the policy anywhere that it won’t be covered in the premium charged.”

12 days have gone by, I just got off the call with one of GODigit representative (called on behalf of surveyor) who gave me the logic and emphasized that you took the car to the workshop in an accidental condition, which means that it was working then why can’t you drive it?as is?to prove his point that this small minor broken bumper of one end should have been replaced in totality. However, he didn’t explain why it wasn’t told to me when I was buying the insurance.

If I go by this logic then every time you get scratch in your house wall go ahead and claim your insurance to paint the whole wall, sorry, did I miss repair!!! Not sure how absurd it could go from here as my car was still at the workshop. I decided to write to their seniors for which I did some research to find a few key contacts and without any due diligence I sent an email to them under the impression that some would take the lead. I got a few calls from unrelated persons who were managing different offices elsewhere. They promised me to forward it to the right department internally and finally I received mail from the grievance department that they will cover 50% of the bumper and its painting cost, which has been communicated to the repair shop.

Next day the same drama repeated that the repair shop has no intimation and when they talked to the surveyor he denied to cover the bumper. I sent another email to their grievance department and this time no response even from the department I was rooting for.

02 days later I received the delivery order (DO1) and then the corrected one (DO2), obviously, with higher liability. I decided that there was no point hitting my head against the wall therefore I decided to pay my liability to get the car. To my surprise, the repair shop was told a different number by the surveyor which was ~18% higher than the 2nd?delivery order (DO2). This variation and the?reason for that?wasn’t shared with me at all. I made the payment without an argument and took the delivery of my car.

Not sure if you have had similar experience with other insurance companies but I have been thinking, is it worth the pain….!

What do you think????