The Problem:
I had to undergo treatment for my knee starting in November 2001. I was unable to walk more than a few steps or climb stairs without extreme pain in my right knee. I consulted the Pittsburgh hospital who diagnosed the problem but were unable to treat is due to non-payment of claims from Mercury International, UK. The total claim amount is $2,994. The hospitals have filed complaints to credit collection agencies that harass me weekly. I am a student on scholarship and cannot afford to pay this large an amount.

Sequence of Events:
I consulted the Carnegie Mellon University health center (as required by New India Assurance policy) on September 5, 2001. The university nurse identified the problem to be serious, and recommended an Orthopedic Surgeons’ Clinic. The orthopedic surgeon’s clinic in Pittsburgh did a diagnosis (starting September 7, 2001) and advised immediate physical therapy and arthroscopic surgery. I filed an initial claim in November 2001 to Mercury International and a follow up claim on May 18, 2002. Following the initial filing, the doctor filed the claim (four times) too as no reply was delivered to my filing. No acknowledgement or claim was received by either me or the doctors’ office. I was billed for all the diagnostic charges and no treatment was rendered due to non-payment of insurance claims. The problem still exists.

Documentation:
I have copies of the claim filing, all bills from the doctors, and all bills from the credit collection agencies. I also have the doctor’s notes stating that this was not a pre-existing condition and stressing the need for immediate treatment. I have documented the repeated email complaints sent by my father in India.

Attempts to contact Mercury International and New India Assurance:
I have contacted Mercury International’s Florida, USA office and UK office. The staff was unhelpful at first and then used abusive and threatening language insulting me personally and Indians in general. They told me to talk to New India directly and not to bother them or call ever again. My father contacted Mr. K, Senior Branch Manager, New India Assurance, Bangalore, India and Mr. B, Chief Managing Director at the Mumbai Head Office. Their emails are XXXX and XXXX respectively. They did not respond to 3 repeated complaints (all documented).

My policy information:
My policy number is 6XXXXXX/XX/XX/XXXX1 Company Code XXX.
Policy period August 4, 2001 to August 3, 2002.
Previous Policy: Year 2000; number 6XXXXXXXXXXXXXXX

Issued by: New India Assurance (Office Code: 670400), 10/1, “Kukreja House”, I Floor, Kumara Krupa Road, Bangalore 560001. Telephone: 91 (80) 22XXXXX/22XXXXX. Agent: Mr. R. V.

Request for settlement:
I am very stressed and would request the concerned to tend to this case immediately. As a student I am unable to concentrate on my studies with the pressure from multiple credit collection agencies calling every other day. The response of DR K from New India Assurance claims no fault on his company’s part and states that the problem is with Mercury Insurance, UK. On the other hand, Mercury alleges that New India is not paying them. Either way the customer is at a loss. I urge Consumers Complaint List Website UK Ltd to take the matter seriously.

Link to other Mercury Complaints and Consumer Comments:
Link1 |Link2 | Link3

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