Mercury-The Consumers Complaint List

WITHOUT PREJUDICE
16.9.02

MR. NEERAJ SINGHAL,

Dear Policy holder,

Re : Claim under your Overseas Mediclaim Policy of the
THE NEW INDIA ASSURANCE CO. LTD.

We refer to your mail dated 24TH AUGUST 2002 in the above connection.

We regret the inconvenience caused to you by M/s Mercury International
Assistance & Claims Ltd., in the connection with your claim. We understand
that M/s Mercury International has given you an impression that in view of non-
availability of funds from our end they are unable to settle your dues.

We as the principal insurer accept our responsibility for the inconvenience.
However, we do not agree with the reasons indicated to you by the claims
settling agent, M/s Mercury International for settlement of the claims from
their end. The claims float is being replenished by us as per the requirement
of M/s Mercury International and on the basis of the accounts submitted by
them. Further we pay a service fee to them for the services provided by them
to our policy holders and claim settlement fees. These charges are also being
settled from time to time based on the business generated. There would have
been some delay owing to administrative reasons. Thus the contention of M/s
Mercury International that we have not paid them their fees or replenished the
claims float is totally non-tenable.

We apprehend that this situation has arisen due to the fact that we have
appointed a new TPA viz. M/s Coris International for servicing the Overseas
Health Insurance Policies with effect from 1st July 2002. However, we are very
much surprised to observe the attitude of M/s Mercury International of not
fulfilling their obligations under the earlier contract. We do understand that
these matters are of no concern to you. However, due to intransigent attitude
taken by M/s Mercury International we feel necessary clarifications are
required to be made.

- 2 -

This matter is being addressed by us on war footing and we hope to settle this
matter amicably in the shortest possible time. You have been a valued customer
of New India and we very much regret the inconvenience caused to you. With the
change in our service providers we accept to offer better services to our
valued customers.

We request you to kindly bear with us. We assure you that this matter will be
sorted out soon.

Assuring you of our best services at all times.

With best regards,

( DR.ABHIJIT KAR )
M A N A G E R

DK/ hd

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WITHOUT PREJUDICE 16.9.02 MR. NEERAJ SINGHAL, Dear Policy holder, Re : Claim under your Overseas Mediclaim Policy of the THE NEW INDIA ASSURANCE CO. LTD. We refer to your mail dated 24TH AUGUST 2002 in the above connection. We regret the inconvenience caused to you by M/s Mercury International Assistance & Claims Ltd., in the connection with your claim. We understand that M/s Mercury International has given you an impression that in view of non- availability of funds from our end they are unable to settle your dues. We as the principal insurer accept our responsibility for the inconvenience. However, we do not agree with the reasons indicated to you by the claims settling agent, M/s Mercury International for settlement of the claims from their end. The claims float is being replenished by us as per the requirement of M/s Mercury International and on the basis of the accounts submitted by them. Further we pay a service fee to them for the services provided by them to our policy holders and claim settlement fees. These charges are also being settled from time to time based on the business generated. There would have been some delay owing to administrative reasons. Thus the contention of M/s Mercury International that we have not paid them their fees or replenished the claims float is totally non-tenable. We apprehend that this situation has arisen due to the fact that we have appointed a new TPA viz. M/s Coris International for servicing the Overseas Health Insurance Policies with effect from 1st July 2002. However, we are very much surprised to observe the attitude of M/s Mercury International of not fulfilling their obligations under the earlier contract. We do understand that these matters are of no concern to you. However, due to intransigent attitude taken by M/s Mercury International we feel necessary clarifications are required to be made. - 2 - This matter is being addressed by us on war footing and we hope to settle this matter amicably in the shortest possible time. You have been a valued customer of New India and we very much regret the inconvenience caused to you. With the change in our service providers we accept to offer better services to our valued customers. We request you to kindly bear with us. We assure you that this matter will be sorted out soon. Assuring you of our best services at all times. With best regards, ( DR.ABHIJIT KAR ) M A N A G E R DK/ hd BACK TO TOP OF PAGE