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Millennials more aware of own damage, TP insurance: Survey

Jan 21, 2016

A large number of millenials have availed own damage (OD) and third party (TP) insurance policies for their cars and bikes, a survey said today.

The survey was conducted by ICICI Lombard General Insurance among 1,073 millennials, comprising both car and two-wheeler owners, spread over Mumbai, Delhi, Pune, Bengaluru, Ahmedabad and Kolkata.

Even as 76 per cent of people surveyed were aware of car insurance policy in OD and TP, 41 per cent had availed of it, the survey report, released here, said.

In case of third party motor insurance, 78 per cent of people surveyed were aware of the insurance policy and 23 per cent among them had already availed of the same.

When it comes to OD and TP bike insurance, 80 per cent respondents were aware of bike insurance policy and 38 per cent among them had already availed of the same.

In case of third party bike insurance, 73 per cent of people surveyed were aware of it, while 23 per cent among them had already availed of the policy, the report said.

The study says that around a quarter of millennial vehicle owners have made claims, whereas bike owners display low familiarity with the claims process.

"The survey reveals that the Indian millennial is concerned about maintaining his/her vehicle through regular servicing.

"However, when it comes to adopting the right safety approach in terms of insuring vehicles and being aware of the processes, for example claims, not many seem to be in the know how," ICICI Lombard Chief - Underwriting, Claims and Reinsurance, Sanjay Datta said.

"It is important that multiple stakeholders including insurers work towards increasing awareness," he said.

Millennials from Kolkata emerged as the least inclined to sharing their car with others (at 71 per cent), followed by Pune (54 per cent), while Mumbai showed the highest inclination to car pool, as per the report. Among bike owners, Delhi emerged as the least inclined to

In matters of road safety, almost 40 per cent of car/bike owners claimed they never drove rashly, but when they did, it was only due to a medical emergency.

Some common road safety violations among car owners as per the survey were 'playing loud music' (39 per cent), 'overtaking' (46 per cent) and 'talking on mobile while driving' (39 per cent).

Among bike owners, 'not wearing helmet' (41 per cent), 'lane crossing' (40 per cent), 'jumping signals' (39 per cent) and 'talking on mobile while riding' (39 per cent) were the common causes.

A total of 60 per cent of millennial vehicle owners initiate a claim only when there is a major damage to the vehicle, but more car/bike owners in Kolkata (69 per cent) stated that they would initiate a claim even if there is a minor damage.

Source: Business Standard

Why insurance claims get rejected

Jan 21, 2016

We buy insurance expecting claims to be paid and feel bitter when that does not happen. In an ideal world, insurers would communicate terms in easy-to-follow language; buyers would take the time to read about what they are buying; documents to file a claim would be simple; and helpful customer service executives would ask for bank details to transfer the claim payment. Nothing is further from reality.

I recently watched Steven Spielberg’s Bridge of Spies, a film set during the Cold War, about a first-rate insurance lawyer who used his negotiating skills to strike superb deals for the US with Russia and Cuba. How I wish we had such insurance settlement lawyers represent our own buyers. Claim rejection is high and until there is a better grievance handling system, we would do well to understand why. There is little public information on this subject and I draw from experience with hundreds of claims to list out the main reasons for rejection. Watch out for these in your own insurances.

Health insurance claims are denied because hospitalisation was due to a pre-existing disease not disclosed. The fact that a disease is pre-existing gets found out from the doctor’s case history. When insurers smell a rat, they ask for the daily hospital and surgical notes as well. These, almost always, bring out the truth because the patient’s medical background is captured accurately for all the medical staff to refer to. The diseases that are hidden most often are hypertension (good medication can prevent this from being diagnosed), diabetes (medicine comes to the rescue again), internal cysts and neurological diseases such as epilepsy. When a claim is rejected patients get indignant but, often, the subterfuge was deliberate. Where insurers go overboard is in their messianic zeal to classify everything as pre-existing. There are situations where an innocuous comment by the doctor, for example, in listing out a possible differential diagnosis such as “sugar?” has resulted in rejection. In many cases the root cause of hospitalisation is subjective. For example, was the sharp drop in haemoglobin because of pre-existing piles or newly-discovered ulcers? Once the insurer takes a position on this, generally in its own favour, it is hard to convince it otherwise. Life insurance and overseas travel claims are also rejected primarily due to non-disclosure of pre-existing medical problems.

In motor insurance, claims are often rejected because of negligence. Did you leave the keys in the car? Start the engine when it was flooded? Drove with an expired licence? Were you drinking and driving? Recently, on Quora, a question-and-answer website, someone asked me the implication of leaving a note on his car saying “Steal Me!” and it gets stolen. Although provocation is not excluded, I doubt if that specific claim will be paid. Insurers look for signs of negligence in police or medico-legal reports. Your description of the accident needs to be consistent to the insurer, surveyor, investigator and anyone else who calls. Another reason for rejections is that the vehicle is in commercial use but the insurance is for personal.

Home insurance claims don’t get paid because of specific exclusions relating to normal wear and tear, seepage and short circuits. Fires caused by short circuits, wall damage due to seepage are common rejections. The other issue in home insurance is that they are incorrectly placed. For example a basement, which is a material risk for insurers, is not declared. Or the fact that the house has been unoccupied is not mentioned. Or that there is commercial activity such as paying guests or small offices being run on the premises are not described. A problem that I recently encountered is that the person who bought the insurance does not have an insurable interest in the home. For example, a tenant buys building insurance or the facilities management company in a high-rise buys home insurance rather than the home owners themselves.

Burglary claims are rejected because the buyer didn’t inform the insurer that the house would be unoccupied for an extended period of time. The second most common issue is that insurance covers burglary, as in a forced break-in, but not theft, which is an inside job. Many claims go unreported as it is undisclosed cash or gold that is filched. Severe underinsurance, when the value of goods is understated to keep premiums low, also results in rejection.

Marine insurance covers goods in transit, when you relocate or send material elsewhere. These claims are rejected because standard insurance covers accidents whereas claims often relate to pilferage or damages without an accident. Someone I know was transferring a valuable figurine in a truck. En route the statue disintegrated. The claim was rejected because there was no evidence of an accident. The customer’s vivid make-believe portrayal of how the truck driver had to swerve to avoid a collision struck no chord.

Professionals such as doctors, chartered accountants and architects often buy liability insurances to cover negligence related litigation. The number of claims filed in these liability insurances is still low and it will be interesting to see how often claims get paid in the future. The contracts are stringent and there will be ample opportunity to reject claims. The key here is to describe the scale and nature of your business accurately in the proposal form.

Small businesses buy insurance to cover losses to computers and phones. These claims are denied mainly because the damage was caused by negligence. Laptops are most prone to such denials. Generally, laptops get spoilt due to rough use, which is not claimable.

Most of us buy insurances with a single-minded focus on price. Claim rejections can be prevented if we had a single-minded focus on product features instead, such as mediclaim with low waiting periods, home insurance with an accurate description of structure and contents, marine insurance that covers all-risks rather than just accidents. These cost more but make the insurance meaningful.

My focus here has been on rejected claims. There is equally valuable information embedded in paid claims. For example, in 2015, a leading cause of claimed children’s injuries was the trampoline. In Delhi these “bouncys” are ubiquitous at birthday parties. Now, finally, I have a scientific reason to forbid my children from clambering on to them. More on this and other risks next time.


Home insurance: Your saviour in times of natural disaster

Jan 14, 2016

Nature is unpredictable and more so with change in weather pattern that we see presently all across the world. It is human nature to seek protection the moment he sees someone else is in trouble and forgets the same even faster! Similarly, the present day natural or so called man-made disaster of huge magnitude has opened the debate of covering property and life and the cost involved in buying the same or facing the disaster in absence of any cover. The utter urgency in understanding the same fizzles out on account of less of understanding the product, its coverage and application and the ever dreaded factor of comparing the present cost without realising the accrual future benefit as and when the disaster strike without any warning and limit of destruction.

The recent flooding/inundation at Chennai was caused by torrential rain over four weeks in October and early November possibly caused more panic in city and its surrounding by artificial flood like situation which most of the town folks would never have come across. We may call it natural disaster or name it in whichever way we believe but it has left many thousands with losses by way of flood water entering their houses damaging property, furniture, fixtures, fittings, contents and so on and so forth. It is essential to have both buildings and contents insurance to provide financial cover if your place of residence gets affected by flood/inundation. It doesn't matter whether you are a tenant or a house owner, whether you live in a one-bedroom, flat or independent house, the need to have right protection for your property against such unforeseen losses is absolutely essential to say the least. Do recollect the TV broadcast of recent past where double storied houses were under water with all contents of the house floating! Think for a moment what happens after the water recedes. All contents including the furniture, fixtures and fittings will be thrown out after they were under contaminated water for 6-7 days. Who pays for such huge losses and how can someone think of replacing the entire property lost which has been acquired slowly over a period of time, overnight!

In Indian insurance market, one can buy two types of insurance for the household, that is for the building and its content. Buildings insurance covers the structure of your home which will also include the boundary wall (if independent home) its fixtures, windows, fittings etc fitted in your kitchen or bathroom suite. Building belonging to you can be covered against fire and allied perils including storm, tempest, flood and inundation popularly known as STFI. Similarly, the contents of the house including all white goods and others can be covered similarly as above. A casual walk around your house and a stock taking will surprise you as regards the sheer quantum of money lying around in terms of content and the losses you will suffer if you are exposed to a Chennai like situation tomorrow!!

The most crucial factor is that in India home insurance is cheap and comes with other add-ons. Most of the insurance companies offer such a coverage and you can actually seek additional coverage as well. A simple advice is to prepare a list of items of your home, mention the value and offer the same to an insurance company to suggest the premium payable and cover the property against fire and allied perils, act of God perils including natural disaster and social perils like riot, strike and act of terrorism. Further, it can also cover burglary & theft, mechanical and electrical breakdown of domestic appliances, baggage insurance and host of others. In case you are covered and disaster strike, don't panic and contact your insurer/intermediary, take photographs, if possible and not remove property before inspection by the insurer to assess the loss.

It is very disheartening that while the losses estimate by government stands at few thousand crore yet the property insured and recoverable may stand at a meagre 5 to 10% at the most. This colossal national loss can only come down with better management of your insurance. Home insurance is probably the cheapest insurance available in Indian market today and I strongly believe that people should insure and stay happily rather than to seek 'relief' and 'subsidy' from Government to rebuild their life on account of a natural disaster. Do contact your advisor/intermediary or visit official web sites of insurance companies to learn more on 'Home' insurance, if you have not yet. Better late than never.


Soon, No Need to Carry Car, Bike Insurance Papers

Jan 13, 2016

You may not be soon required to carry your motor insurance policy documents every time you take out the car. The Insurance Regulatory Authority of India has launched a digital motor insurance initiative known as e-Vahan Bima, which has already been implemented by the Telangana state government and other states are expected to follow suit.

Here is a 10-Point Cheat-Sheet

1) E-Vahan Bima is a motor policy issued by the insurer in digital form, with a quick response (QR) code, which a type of bar code that contains the details of the policy.

2) The traffic police can scan the QR code to fetch all the details of the policy from the database of the insurer or from the central database of Insurance Information Bureau.

3) The insurance regulator has asked the insurance companies to issue insurance policies, particularly in the state of Telangana, in electronic form along with the physical form from December 01, 2015 onwards.

4) It will be difficult to use a fraud motor insurance policy as it can be easily verified using QR code.

5) Under the Motor Vehicles Act, 1988 driving a motor vehicle without a third party insurance is a punishable offence.

6) On purchase or renewal of insurance policy, the digital format of the policy will be sent to the policy holder. The digital format can be read on smartphones.

7) If the policyholder doesn't have an e-mail, an SMS will also be sent to the policyholder with the details of the insurance policy.

8) Insurers say the digital format will help in some cost savings which could be passed on to the consumers. "It will be convenient for the policy holders as they don't have to carry the insurance policy in physical form and it may result into some cost reduction eventually as the insurance companies will also save on the cost of sending the documents to the policyholders," said Sanjay Datta, chief of underwriting and claims at ICICI Lombard General Insurance Company.

9) The insurance companies will also benefit from it in the long-run as the grievances related to non-receipt of insurance policies and the operational expenses of the insurance companies will go down, said Neeraj Gupta, vice president,, an insurance aggregator.

10) To facilitate the issuance of motor insurance policies in digital format, the regulator has also done away with KYC requirement.


Budget 2016: Government mulling to sell stakes in General Insurance Corp. as part of disinvestment plan

Jan 13, 2016

The government is working on an ambitious disinvestment agenda for the next fiscal year, and proposals it is considering include selling stakes in state-owned general insurers.

As a first step, government has decided to convert the country's only reinsurer, General Insurance Corporation of India, into a public limited company. It has also approved reducing face value of each GIC Re share to Rs 1 from Rs 1,000. GIC Re was incorporated under the Companies Act, 1956, as a private company ...

Continue reading... (Source: The Economic Times)

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