Can Acko RSA impose unmentioned “basement drop charges” during roadside assistance?
Hi everyone,
I’m looking for some advice regarding an issue with my car insurance/RSA coverage from Acko.
I have an Acko car insurance policy with an add-on called “Extra Car Protect Lite”. The policy wording says:
> “This add-on offers coverage for key loss, reimbursement for accommodation during outstation repairs, and roadside assistance up to 40 km in case of car breakdown. Refer to the policy document for more details.”
Last night around 1 AM, my car broke down and I availed their roadside assistance service. Since it was very late at night and most service centres would have been closed, I did not want to leave the vehicle unattended or take any unnecessary risk, so I requested that the car be dropped at my residence instead.
The tow truck driver brought the vehicle to my residential society (a high-rise apartment complex), but then refused to drop the vehicle into the basement parking unless I paid an additional ₹2500 as “basement drop charges”.
I immediately contacted Acko support, and initially they also said they could not help and that I would have to pay. After a lot of back-and-forth, one representative told me to pay for now and said he would “try his best” to get it reimbursed later.
However, this morning I received another call saying they would not reimburse it and that basement drop is an “exception case” which they do not cover. The issue is that nowhere in the policy wording or exclusions is it mentioned that basement delivery/drop is excluded from RSA coverage.
I also want to clarify that they clearly mentioned that dropping the car at my residence itself was being done as an exception instead of directly taking it to the service centre, and that if the car later needed to be moved from my residence to a service centre, I would have to bear that cost myself. I was completely okay with both of those points.
My concern is specifically about the sudden ₹2500 basement drop charge, which was never communicated beforehand and is not mentioned anywhere in the policy exclusions or RSA terms.
So I wanted to understand:
- Does this amount to deficiency of service or unfair practice?
- Since this relates to an RSA add-on/service rather than direct accident insurance, would IRDAI still be the correct authority to escalate this to?
- Should I approach the consumer forum instead?
- Are there any other grievance redressal options available in such cases?
Would really appreciate any guidance or suggestions from people familiar with insurance/legal matters.
TIA!
Policy doc wordings:
- Towing service in both accidental & non accidental events (electrical or mechanical failures), To the nearest brand authorized or Acko Preferred workshop whichever is applicable up to 40 kms only. Post 40 kms the customer has to bear the charges.
a. Roadside repair services for vehicle breakdown events mentioned below
i. Battery Jumpstart
ii. Flat Tyre assistance (change of tyre if stepney is available)
ili. Fuel delivery up to 5 litres once in a year (fuel cost will be borne by user) iv. Key locked assistance
v. Taxi arrangement (fare charges will be borne by user)
In the event of the Insured Vehicle being immobilized due to a breakdown/accident outside the 100 kilometers radius of the insured's city of residence, Acko will cover the overnight stay expenses (up to Rs 6500.0) during the policy period
Protects you from the cost (max. Rs.7000.0) incurred towards replacing your Vehicle's key if the key is lost, stolen or damaged, or repairing the lock-set, if the lock-set or key is damaged.