Need Advice - Unresolved Insurance Claim and Improper Vehicle Repair by ICICI Lombard Network Garage
My car met with an accident and water submersion in July 2025. I gave it to an ICICI Lombard network garage under a cashless claim.
Now, more than 10 months have passed, and the car is still not repaired properly.
Since my car is more than 10 years old, they asked me to pay around 50% of a repair bill of nearly ₹1 lakh.
Later, another bill of around ₹77,000 was raised for the same accident. When I checked the second bill, I found that the insurance company had rejected important parts like the switch, ECM, steering assembly, silencer, odometer, engine oil, labour charges, etc., saying “not covered as per policy terms” or “non-correlation.”
Their grievance portal is useless. I received this response when I raised a complaint with IRDAI.
Also, their approved garage did not repair the car properly. They called me for delivery, but during inspection I found that the car was not working properly. When they took it for a test drive, smoke started coming out from the engine and the self-start stopped working.
Whenever I question them and ask where it is written in the policy, they simply say that if I am not satisfied, I should approach the Insurance Ombudsman.
The car is in my relative’s name, and he is outside India. So, I obtained a signed authorization letter from him and raised the issue with the Ombudsman office in Patna. They took one month to process everything and then scheduled a hearing. However, one day before the hearing, they cancelled it and said that the insured person or his legal heir should be present. Whereas, on the portal there is an option for an authorised representative to file a complaint on behalf of the insured person.
Please suggest what options are available to me. It feels like the insurance company and its regulatory authority are useless and exist only for namesake.
Does consumer court is also usless?
Attachign policy, now where its mentioned that these items are not covered.
