Introducing - TATA AIG's Customer Frustration Team

It's like clockwork. Happens every year. In the same exact order. Enough to drive regular people raving mad.

I had purchased a TATA AIG health insurance policy for my parents (senior citizens). I've been paying the premium promptly for 5 years now. Every year so far, without exception, I have to call them about one particular issue. Every year. Same issue.

Under section 80D, tax exemption for health policy is allowed up to Rs 25000 from the total premium paid. (As per the latest budget). In the case of senior citizens, the exemption allowed is Rs 30,000. Last year, it was 15,000 and 20,000 respectively. Every year now, I have to reach out to them and explain that my parents are senior citizens and that the receipt wrongly says the tax exemption is allowed up to 15,000 (The first receipt I received still mentioned last years exemption - Rs 15000!) It's not like they don't know the age or the rules of the act.

And I write to customer service. I also call them and open a request. I explain the situation and ask the agent to paraphrase the issue back to me just to clarify if they understood what my expectation is.  And the agent usually recites it back like a parrot. Now remember, this happens every year. Same parrots. I wait for a couple of days and presto, I get an email. The email has a receipt and what does the exemption say? Rs. 15,000 exemption - AGAIN! In spite of calling and emailing them. EVERY YEAR. I usually end up escalating this issue. EVERY YEAR. And this year again, I get a receipt. And the exemption is sitting at 25000. I'm still waiting for the 30,000 receipt. In spite of escalation. In spite of doing this EVERY YEAR for the past 4 years!

Now when I call them, I know exactly what they are going to tell. I also know for sure that it is not going to be resolved in the first interaction. It's too complicated you see! After the first interaction, I'll get the same receipt. It's as if my complaint was not about receiving a receipt! But I have. It's only the exemption that is wrong. And so I reach out to them and they email me another copy and usually it's still the wrong number! Then I escalate and after some 10 days, I'm still waiting for the correct receipt. Happens - EVERY YEAR.

Any other organization and you'd think they'd have learned from their mistakes and that they'd get it right in the next attempt. But no, TATA AIG has taken 5 years now and has still not learned!

And I'm still waiting. Like I did in the last 4 years.

So, what would you do in my position? Where in their process, do you see a broken link?