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Third-party car policy bought by mistake and upgrade to comprehensive cover delayed by ACKO support

Acko General InsurancePC-2026-03091OtherAnonymous ·
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Acko: Customer Service or Customer Harassment? My experience with Acko's Support has compelled me to question their professionalism, process clarity and accountability. My issue is simple: I mistakenly purchased Third-Party Car Insurance instead of a Comprehensive Policy. I want to correct this mistake and pay the applicable premium. Nothing more! Here is what happened: 28 October, 1535 hrs: I called Acko, explained the mistake and requested an upgrade. The rep said a request was being raised and asked me to call after 24 hours. 30 October, 1130 hrs: I called again. Another rep suggested two options: cancel the existing policy and get a new one, or purchase an Own Damage add-on. I opted for the first. Mr. Raj from the sales team repeated the same instructions to raise a request and call after 24 hours. When I insisted that I had already called two days earlier, he shared reference number 1473051, raised on 28 October at 1540 hrs. He refused to share his details when asked and subsequently disconnected the call. I then called again to explore the second option. Another rep said an add-on was not possible without cancelling the existing policy. When I raised concerns about being left without insurance and the possibility of vehicle inspection and other formalities, he had no clarity and transferred my call. Fourth interaction: After explaining everything again, another representative said the add-on option was unavailable and I had to raise a fresh request. Despite sharing reference number 1473051, she claimed she could not access it because another representative had raised it. When I pointed out that Mr. Raj had accessed it, she simply said she didn't know whether he had actually raised it! Some serious questions for ACKO management: 1. Why do four interactions result in four different explanations? 2. Why ask customers to raise the same request repeatedly? 3. Why can one representative access a reference number while another cannot? 4. What accountability exists when representatives refuse to share details and disconnect calls? 5. Where is the coordination, training and ownership within the support team? Let me be absolutely clear: I am not asking for a refund, discount or special favour. I WANT TO PAY AND PURCHASE THE RIGHT INSURANCE POLICY FOR MY CAR! Is that really so difficult? Customer service is not about transferring calls, repeating scripted responses or asking customers to call after 24 hours. It is about ownership, competence and resolution. My appeal to Acko's senior management: Can someone competent from your leadership or customer experience team take ownership, review reference number 1473051 and help me purchase the Comprehensive Policy without unnecessary delays or any gap in insurance coverage? A customer willing to pay for your product should not have to struggle this much to buy it! #ACKO #CustomerExperience #CustomerService #Accountability #CustomerRights #InsuranceIndustry #Leadership #CustomerFirst

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  1. Case filed

    System · 30 Oct 2026, 11:49 am

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