This case highlights the complexity of motor insurance claims where visible damage doesn’t align with the insured’s explanation. A routine parking situation turned into a major mechanical repair with no clear cause, but with the consistent efforts of CoverYou, a difficult claim was finally approved, offering a smooth life to the vehicle owner.
Case Background
In May 2025, a non-doctor client from Jammu approached CoverYou with an unusual problem: her Honda City’s rear axle tube was bent, but there were no visible signs of impact on the car. Believing the damage occurred while the vehicle was parked, the insured decided to initiate a claim. However, the lack of visual evidence made the approval process highly challenging. Despite repeated follow-ups and limited cooperation from the surveyor, the CoverYou team ensured the primary damaged part was approved under the existing policy.
Claim Timeline
1: 17 May 2025: Case received via WhatsApp. The client informed us that the car was at the workshop due to rear axle misalignment.
2: 21 May 2025: Claim officially intimated after internal discussions with the insurer and local team.
3: 26 May 2025: Partial work approval granted by insurer.
4: 04 June 2025: Final tax invoice prepared by the workshop.
5: 05 June 2025: Vehicle delivered to the insured after successful claim processing and satisfaction confirmation.
Challenges
The insured claimed the rear axle tube was bent, likely due to someone hitting the parked vehicle. However, there were no visible signs of external damage on the tire or alloy, only minor scratches. We reviewed the photos and found no evidence to justify how such a strong component could be damaged. Despite multiple follow-ups, the explanation remained unchanged. The surveyor also remained unconvinced, as the damages did not align with the claim.
Support from CoverYou
1: Maintained constant communication with the client and their Relationship Manager (RM)
2: Escalated the case internally and with the insurer despite limited evidence
3: Attempted multiple times to engage with the assigned surveyor for four straight days
4: Finally managed to get the axle tube approved, even though the alloy was excluded due to old damage
5: Provided the insured with clear guidance and realistic expectations about policy limitations
6: Ensured regular updates were shared with the client and RM until vehicle delivery
Final Outcome
The claim was successfully paid under the cashless facility, with an approved amount of ₹14,398 against the requested ₹25,916. The reduction in the settlement was due to the limitations of the basic Own Damage (OD) policy held by the insured. The claim was officially settled on 05 June 2025.
Disclaimer
All personal identities and sensitive details have been anonymized to maintain privacy. This case study has been presented by CoverYou to illustrate our commitment to supporting even the most complex motor claims with diligence, care, and unwavering follow-through.
