Back & Forth with Acko on Insurance Terms for Mahindra XEV 9S
I sent an email to Acko asking clarifying questions about my upcoming new car insurance purchase. I am buying Mahindra XEV 9S P2A and was considering either Acko, United India and HDFC Ergo as an insurer. I won't be taking insurance from the dealer unless they can match it exactly on cost and inclusions.
I find Acko's response to be quite conservative and not confidence inspiring. Anyone who has bought Acko insurance before, can you pls comment on their experience?
Questions to Acko
Dear Acko Team, my car is about to be delivered and I'd like to clarify the below purchasing policy and choosing Acko.
Before I finalize the motor insurance policy for my new Mahindra XEV 9S 79KW EV, please provide a clear, written Yes/No response along with official policy clause confirmations for each of the following conditions:
1. Cashless Authorization & Workshop Primacy
- Direct Cashless Tie-Up: Do you have an active Cashless MoU with all Mahindra authorized service stations and body workshops across India? Will 100% of claims be processed cashlessly at this OEM-authorized workshop without requiring me to pay upfront or use non-OEM third-party body shops?
- OEM Technical Primacy on Total Loss: If the OEM-authorized workshop issues a technical safety report certifying that the high-voltage battery pack structure or chassis frame is unsafe to repair and requires replacement exceeding 75% of IDV, will your surveyor honor the OEM's technical verdict for Total Loss, without forcing partial repairs? Lately, ICICI Lombard and Tata. AIG insurers have been in the limelight for denying total loss acceptance despite Mahindra workshop stating that it is indeed total loss and the insurance company instead forcing repairs.
- Zero Battery Salvage Deduction: In a Total Loss, Constructive Total Loss, or full battery pack replacement, will you settle 100% of the claim without deducting any arbitrary "battery salvage value" from my payout?
- Surveyor SLA: Will the surveyor honor the repair estimate provided by the Mahindra authorized workshop and what is your SLA on the surveyor visit and approving claims?
- Parking Charges while Awaiting Repair: Does the insurance cover the daily parking charges at the Mahindra authorized workshop while the workshop is waiting for your surveyor to approve the claim?
2. High-Voltage Battery & Powertrain Protection
- Underbody Scrapes: Is underbody battery pack damage (from road debris, loose rocks, or high speedbreakers) covered 100% under Zero Depreciation without requiring an external body panel collision?
- Negligence Clause Exclusions: Does the policy explicitly exclude any subjective "driver negligence" or "consequential damage" clauses regarding underbody scrapes or thermal events?
- Fast-Charging Power Surges: Is electrical damage to the battery, inverter, or onboard charger caused by power surges at 3rd-party public fast-charging stations fully covered?
- Zero Depreciation on HV Components: Does Zero Depreciation cover 100% of replacement costs for the high-voltage battery pack, motor, drive units, inverter, and thermal management systems without applying annual battery depreciation grids?
3. Environmental, Water & Rodent Protection
- Full-Vehicle Rodent Damage: Is rodent/rat bite damage covered for the entire vehicle (including all wiring harnesses, ADAS sensor lines, cabin electronics, and battery cables), including all high-voltage components?
- Water Ingress & Hydrostatic Lock: Are the battery pack, electric motor, and electronic control units and any and every other part of the car fully covered against water ingress and short circuits when driven through or parked in standing/flooded water?
4. Return to Invoice (RTI) & Financial Terms
- Uncapped RTI Payout: In the event of a Total Loss, Constructive Total Loss, or Theft, will the Return to Invoice (RTI) add-on pay 100% of the original purchase invoice value (Ex-Showroom Price + Road Tax + Registration Fees), without capping at "current market value"?
5. EV-Specific Add-ons, Tyres & RSA
- 100% Flatbed Towing Guarantee: Does your Roadside Assistance (RSA) guarantee 100% flatbed towing for all EV breakdowns and accidents (strictly prohibiting two-wheel dragging that damages electric motors)?
- Off-Premise Wallbox & Portable Charger: Is the wallbox and portable charger fully covered against theft, external fire, or electrical surges or physical damage of any other sort?
- Diagnostic & Recalibration Fees: Does the policy cover mandatory post-accident diagnostic scanning fees, BMS software reflashing, and ADAS sensor recalibration costs?
- EV Consumables: Does Consumables Cover explicitly include EV battery coolants, dielectric fluids, and HVAC refrigerants?
- Standalone Tyre & Rim Protection: Does tyre coverage pay for standalone sidewall tears or pothole damage without requiring an accompanying car body collision? Are alloy rims covered at 100% for accidental damage?
- Smart Key Cover: Does key replacement cover the full cost of replacing smart key fobs and electronic re-coding fees?
Please respond with line-by-line confirmations so I can proceed with issuing the policy.
Acko's Answers
Greetings from ACKO General Insurance.
Thank you for sharing your detailed queries regarding the insurance coverage for your Mahindra XEV 9S 79 kWh EV. We understand the importance of having clarity on the coverage before proceeding with the policy purchase.
With reference to your email, please find the clarification below:
- Cashless Authorization & Workshop Primacy
Cashless Tie-Up: ACKO provides cashless claim facilities through its eligible network garages across India. However, we cannot confirm that every Mahindra-authorised service centre/body workshop across India has an active cashless arrangement with ACKO. Cashless facility is subject to the particular workshop being part of the ACKO network at the time of the claim.
OEM Technical Assessment / Total Loss: The technical assessment provided by a Mahindra-authorised workshop will be considered during claim assessment. However, the final decision regarding claim admissibility, repairability and Total Loss/Constructive Total Loss will be taken by ACKO based on the surveyor's assessment, policy terms and applicable regulations.
Battery Salvage: In case of Total Loss, Constructive Total Loss or replacement of the battery, the claim will be settled as per the applicable policy terms, IDV, deductibles and salvage provisions. No arbitrary battery deduction is applied outside the applicable claim process.
Surveyor Visit / Approval: Surveyor inspection and claim approval timelines depend on the nature and complexity of the claim, availability of the vehicle, workshop estimate and required documents. A fixed approval timeline cannot be guaranteed for every claim.
Parking Charges: Parking charges levied by a workshop while the vehicle is awaiting survey or repair approval are not automatically covered unless specifically provided under the applicable policy/add-on terms.
- High-Voltage Battery & Powertrain Protection
Underbody Damage: Accidental damage to the EV battery or other insured components caused by an external impact, such as road debris, rocks or a speed breaker, can be considered under Own Damage coverage even where there is no significant damage to an external body panel, subject to establishing an admissible accidental event.
Negligence / Consequential Damage: Claim admissibility depends on the circumstances and cause of the damage. For EV short-circuit or electrical damage, ACKO conducts a detailed survey/audit to determine the root cause before determining claim admissibility.
Charging Power Surge: Damage caused solely by an external power surge, voltage fluctuation or charging-related electrical fault is subject to assessment of the actual cause and applicable policy terms. It is not automatically covered merely because the damage occurred while charging.
Zero Depreciation on EV Components: The EV traction battery and motor are covered under the base Own Damage policy itself for eligible insured events; a separate Battery Protection or Motor Protection add-on is not required. Where Zero Depreciation is selected, applicable depreciation on eligible covered parts is waived as per the selected cover and its terms.
- Environmental, Water & Rodent Protection
Rat Bite: Rat-bite/rodent damage is covered where the applicable Rat Bite Cover is selected/included in the policy, subject to its terms and conditions. Eligible wiring and components damaged due to rat bites can be considered under the cover.
Water Ingress / Flooding: Damage caused by an insured flood, inundation or water-ingress event can be considered under Own Damage coverage. Where water exposure subsequently causes electrical or short-circuit damage, the claim will be assessed based on the circumstances and root cause.
- Return to Invoice (RTI)
Where Return to Invoice/Invoice Cover is selected, the benefit is applicable in eligible Total Loss, Constructive Total Loss or theft situations as per the applicable RTI terms. The settlement will be subject to the conditions and definition of invoice value specified under the applicable cover and is not an unrestricted payment beyond those terms.
- EV-Specific Add-ons, Tyres & RSA
RSA / EV Towing: Roadside Assistance provides towing assistance subject to the applicable RSA terms. For an EV, an appropriate towing method will be arranged based on the vehicle's condition and requirement. However, we cannot provide a blanket guarantee of flatbed towing for every breakdown or accident.
Wallbox / Portable Charger: A company-provided/factory-supplied charger does not require a separate Electrical Accessories add-on merely because it is manufacturer-provided. Coverage remains subject to the applicable policy terms and whether the particular equipment falls within the insured scope.
Diagnostic / Recalibration: Necessary repair-related costs will be considered where they form part of an admissible insured repair, subject to the applicable policy terms. Specific diagnostic, software or ADAS recalibration charges are not automatically covered independently in every circumstance.
EV Consumables: Consumables Cover applies to eligible consumable items required during an admissible repair, subject to the applicable Consumables Cover terms. Specific EV fluids or refrigerants will be considered where they fall within the eligible consumables covered under the applicable terms.
Tyre & Rim Protection: ACKO does not provide a separate Tyre Protect add-on. Tyres are subject to the applicable policy coverage and terms, with tyre damage generally subject to the applicable percentage/conditions. Standalone tyre damage is not automatically payable as an unrestricted 100% replacement claim.
Smart Key: Key Protection, where selected, covers eligible repair/replacement of damaged or stolen keys subject to the applicable Key Protection limit and terms. The applicable limit will depend on the Extra Car Protect variant selected.
We would also like to reiterate that EV-related components such as the traction battery and motor are covered under the base Own Damage policy itself for eligible insured events. A separate Battery Protect or Motor Protect add-on is not required for this coverage.
For EV short-circuit/electrical damage, ACKO conducts a detailed survey/audit to determine the root cause. The surveyor will use their inspection, photographs and documents provided to assess the extent and cause of the damage. Please ensure that someone with the vehicle keys is available during the survey appointment and wait for ACKO's confirmation before starting any repairs.
We recommend reviewing the final quotation carefully to ensure that all required add-ons, including Zero Depreciation, RTI, Consumables, RSA, Key Protection and Extra Car Protect, are selected as required before making the payment.
Should you require any further assistance, please feel free to reply to this email or contact us at 1800-266-2256. We will be happy to assist you further.
Regards,
Team ACKO
My Follow Up Questions to Acko
Thanks for a detailed response.
You lost me at the first point, where you saying you don't have India wide tie up with Mahindra Authorized Service Stations and Body Workshop - why would any one in their sane mind take their EV car to a non-Mahindra workshop when no one is trained or competent enough to deal with EVs?
On the surveyor's word being last, the recent infamous incidents where ICICI Lombard forced the Mahindra workshop to repair the car which was declared a total loss by Mahindra (who just so you know are the most knowledgeable and competent people when its comes to their cars, and NOT your surveyor who is trying to save Acko money) was such a sham and ensured that nobody in their right mind would ever insure their EV from ICICI Lombard again! I hope you are not on the same route with an incompetent surveyor's word being last on a complex relatively new product in the market and you surveyor certainly doesn't possess an electrical or a chemical engineering degree to assess the damage.
How much does your parking add-on cover costs when the car is at the dealership awaiting survey or repairs? Otherwise, you don't seem to have your skin in the game and the customer could incur hefty charges when the surveyor takes his own sweet time to pay a visit.
Rat Bite: what is an eligible wiring for rat bite cover? I see you are trying a play on words. Any wire in the car which belongs to the car as it was shipped from the manufacturer should qualify for rat bite cover? What's your definition of eligible and ineligible wires? Give me an example of ineligible wire in an EV car.
RSA: My EV is going to be a rear wheel drive car and without a flatbed, it cannot be towed. How do you plan to tow a RWD EV car without a flatbed without damaging the car?
In addition to answering the above questions in detail, please also share a final quotation with me for the car. It is due to reach the stockyard by the end of this week.
Ex Showroom price is INR 25,94,999.
Acko's Response to Follow Up Questions
Dear Customer,
Greetings from ACKO General Insurance.
Thank you for sharing your concerns.
With reference to your email, we would like to clarify that cashless repair facilities are available PAN India at GST-registered garages within ACKO's network, including Mahindra-authorised workshops wherever they are part of the eligible network. Therefore, you may avail cashless claim services at an eligible Mahindra-authorised garage, subject to network availability and applicable claim terms.
Additionally, flatbed towing is available under the applicable Roadside Assistance (RSA) service. This is particularly relevant for EVs, including rear-wheel-drive EVs where flatbed towing is required to safely transport the vehicle without causing damage to the drivetrain.
Accordingly, in case your RWD EV requires towing, the applicable RSA service can arrange flatbed towing, subject to the terms, availability and service conditions of the selected RSA/Extra Car Protect plan.
We hope this addresses your concerns regarding Mahindra-authorised workshops, cashless repairs and safe towing of your EV.
Regarding the quotation, the final premium and applicable coverage will be generated based on the exact vehicle make, model, variant and registration/vehicle details once the vehicle information is available in our system. The ex-showroom price of ₹25,94,999 may be considered while generating the quotation, subject to the applicable IDV and pricing criteria.
Should you require any further assistance, please feel free to reply to this email or contact us at 1800-266-2256. We will be happy to assist you further.
Regards,
Team ACKO
Sorry, I am a bit new to this and want to save money while avoid getting scammed by an insurance provider when I actually need to claim something. Thanks!