Introduction
In the corridors of an OT, every second matters. But outside that sterile calm, in the chaos of the real world, even doctors are made to wait, for approvals, for callbacks, for a system to remember they exist. This is the story of a senior cardiothoracic surgeon from Punjab whose car was wrecked in an accident, and claim was wrecked by bureaucracy.
He wasn’t fighting for money, time, clarity, and basic responsiveness. What followed was a case where a bumper refused to move, but a system bent, because someone stood up for him.
Case Background
It began in March 2025, a routine drive and an unfortunate accident. The doctor’s vehicle, insured under TATA AIG, was damaged. A claim was filed immediately, and the car was sent to the workshop. An inspection was done, and after that no response; all he faced was silence, and with that, days turned into weeks.
Two things stalled everything:
- The insurer had wrongly recorded a 50% No Claim Bonus (NCB) when he was eligible for only 45%.
- The surveyor refused to approve the bumper damage, saying it didn’t match the reported cause of the accident.
Instead of focusing on back-to-back surgeries, the doctor found himself stuck looping through emails and calls, with no answers in sight. The car stayed untouched, and the claim stayed frozen. The client stayed unheard.
Incident Report:
Date of Incident: March 2025
Policy Holder: A senior cardiothoracic surgeon from Punjab
Insurer: TATA AIG Motor Insurance
Surveyor’s Grounds of Rejection: Claimed NCB mismatch due to clerical error. Denied bumper damage approval, citing a mismatch with the accident narrative
Client Struggle
- No payment link issued for NCB correction
- Continuous follow-ups yielded no results
- Repairs delayed indefinitely
- Professional frustration and mental fatigue built up
Support from CoverYou:
One of CoverYou’s sharpest claim specialists stepped in. She began with the basics: contacting the previous insurer, ICICI Lombard, to confirm the doctor’s correct NCB. Once validated, she immediately raised an endorsement request with TATA AIG and followed up every single day for the payment link. Still, no movement on the bumper.
Our Claim Expert changed tactics
She drafted a firm, clear grievance email. She didn’t just cite the facts, she laid them out with the authority of someone who knows what silence can cost. She asked the doctor to send it from his end. Within 24 hours, things shifted. The insurer released the payment link. The surveyor reversed his rejection. The claim came back to life.
Claim Outcome
- Final Claim Settled: Within 16 days from claim intimation to final resolution, the claim has been settled with ₹1,42,290, which was a Cashless Mode. The Out-of-Pocket Cost for a Doctor was only the standard deductible
Impact:
CLAIM SETTLLED OF 142290 INSTANTLY ON CASHLESS MODE
On May 17, 2025, the vehicle was released. The doctor didn’t need to go to court or didn’t threaten escalation. He simply needed someone to stand by him and keep the pressure where it mattered. This wasn’t just about a car but about respect, for time, profession, and for the people who serve others without pause.
At CoverYou, we believe doctors shouldn’t have to fight two battles: one in the operating theatre and one in an insurance queue. This case reminded us that even a small delay can snowball into something unjust. We didn’t just move a bumper. We helped restore peace of mind to someone who gives his everyday to saving others.
Disclaimer:
Client identity has been anonymised to protect privacy. All facts and timelines remain true to the incident.
