Collection of Key Email Conversations with HDFC ERGO in The Case Judibility.

Consumer Court Barasat, West Bengal CC/353/2022, Edaakhil A22090004397, submitted on 30 March 2023.

35 min readApr 23, 2023

It is expected that the case will surface the need for the provision of User Experience Forensic Investigation and Judicial Investigation Friendly Digital Systems (Judibility) at the District Consumer Court level and Judiciary to address the tech-related retail problems in a digitally tech-savvy society. The court may also ponder promoting the concept of a digital repository to avoid printing a hard copy of a volume of digital cases every day in a digitally tech-savvy society. The following links are unclickable on paper.
Check the following link to find the gist of the case. Judicial Investigation Friendly Digital Systems, Judibility.
https://medium.com/@rat9/judicial-investigation-friendly-digital-systems-judibility-b121000a2280

Regards,
Ratul Aich
https://www.linkedin.com/in/ratulaich/

Please check the following two emails.

Mon, Jan 31, 2:35 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Mon, Jan 17, 3:18 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Further, HDFC ERGO also lied to the customer. Fri, Dec 3, 2021, 5:14 PM. RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered. We wish to inform you that, as per update received form the concern unit that under policy number 2805203553540501 stay active discount was not applicable in policy period of 2020 to 2021.
HDFC ERGO team is acting like my internet service provider. The fault is with the router, maybe the smart tv, maybe the app installed in the smart tv, maybe cleaning history is required, maybe connecting with LAN cable instead of wifi and checking again, maybe removing a wall in the house to receive a better wifi connection.
Mental Harassment, stress, and wastage of my time due to negotiation over 1.5 years with the HDFC ERGO team leads to no avail.

Email Conversations are as follows.

— — — — — — — — — — Email Sent — — — — — — — — — —

Nov 29, 2021, 3:10 PM
Discount on policy renewal for steps covered

Hello,
I have been told that I will receive discount in premium if I could cover a certain number of steps in a year. Today is the last day to renew my policy. I would like to know if I am entitled for any type of discount.

— — — — — — — — — — Email Received — — — — — — — — — —

Mon, Nov 29, 2021, 3:15 PM
RE:’Service ID=050–018–266' [EXT] Discount on policy renewal for steps covered

Dear Customer,
Thank you for writing to HDFC ERGO General Insurance and giving us an opportunity to serve you.
Please note the Interaction reference number 50018266 for future correspondence. We usually revert within 2 business days, but if your query requires further review, we will inform you the expected resolution time.

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Nov 29, 2021, 5:56 PM
Re: Discount on policy renewal for steps covered

Hello Everyone,
I’ve renewed policy because today is the last date. Nobody never called me regarding discount and now that today I enquired, I’ve been told it isn’t possible to receive the reply at such short notice. What is the point in creating discount packages if the benefits are not passed to the customers due to lack of communication? Automatic discount doesn’t reflects in the HDFC ERGO app too such that customers can avail the benefits at checkout. This is a grievance.
The renew policy number is as follows. 2805203553540502000

— — — — — — — — — — Email Received — — — — — — — — — —

Mon, Nov 29, 2021, 6:00 PM
RE:’Service ID=050–025–984' [EXT] Re: Discount on policy renewal for steps covered

Dear Customer,
Please note the Interaction reference number 50025984 for future correspondence. We usually revert within 2 business days, but if your query requires further review, we will inform you the expected resolution time.

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Nov 29, 2021, 6:37 PM
Re: ‘Service ID=050–025–984’ [EXT] Re: Discount on policy renewal for steps covered

If there is any discount then refund in the same bank account of renewable.

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Dec 1, 2021, 3:46 PM
RE:’Service ID=050–025–984'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
Greetings from HDFC ERGO General Insurance!!!
With reference to your email dated 29th November 2021 regarding the policy number 2805203553540502.
Kindly accept our sincere apologies, for the delay in response and inconvenience caused to you.
As per your telephonic conversation with our customer service representative, we request you to share us the screenshot of steps count page of your mobile application to enable us to check and respond you further.

Thanks and Regards,
Nisha Govindan
Customer Experience Management Team

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 1, 2021, 4:01 PM
Re: ‘Service ID=050–025–984’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
There is no way to take screenshot of step count of last one year. Attaching the visible app screenshot.
Attachment link https://drive.google.com/drive/folders/1L1E_ucyKVHLZrspACTIaPfAQahQyMqx6?usp=sharing

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Dec 1, 2021, 5:36 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
This is with reference to your e-mail dated 1st December’2021 with regards to stay active discount of policy number:- 2805203553540502000.
Kindly accept our sincere apologies, for the inconvenience caused to you.
We wish to inform you that your concern has been highlighted to the respective unit for resolution with case ID 50097286.
We shall reply with the status within 2 working days.

Thanks & Regards,
Akriti Rai
Customer Experience Management Team

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Dec 1, 2021, 7:09 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
This is with reference to your e-mail dated 1st December’2021 with regards to stay active discount of policy number:- 2805203553540502000.
As per confirmation received from respective team with case ID 50097286, we regret to inform you that we are unable to fetch available stay active discount percentage from shared screenshot.
Hence please find enclosed HDFC ERGO mobile application manual and refer stay active discount procedure for your reference and share discount % screenshot to enable us to process the request further.

Thanks & Regards,
Akriti Rai
Customer Experience Management Team

PDF attachment download link https://drive.google.com/file/d/1nSeghAqfsrNWhdJxfl-HMEW_X-6LVq0z/view?usp=sharing

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 1, 2021, 7:55 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
The app is already linked to the policy. You can also check it in the screenshot sent earlier. Although the data on page number 10 of the pdf shared by you is not showing up in the app. I have sent the screenshot in the earlier email.

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Dec 1, 2021, 8:50 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Thanks & Regards,
Akriti Rai
Customer Experience Management Team

— — — — — — — — — — Email Received — — — — — — — — — —

HDFC ERGO Customer Care Representative Officially Blatantly Lied to Me on Email.

Fri, Dec 3, 2021, 5:14 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
With reference to your e-mail dated 3rd December 2021 regarding stay active discount under policy number 2805203553540501.
Kindly accept our sincere apologies, for the inconvenience caused to you.
We wish to inform you that, as per update received form the concern unit that under policy number 2805203553540501 stay active discount was not applicable in policy period of 2020 to 2021.

Thanks and Regards,
Bittu Kumar Shah
Customer Experience Management Team

— — — — — — — — — — Email Sent — — — — — — — — — —

Fri, Dec 3, 2021, 5:46 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I’ve requested a policy copy last year. The policy copy has been sent to me on Dec 14, 2020, 11:26 AM with the Subject RE:’Service ID=040–411–279'[EXT] Policy Wording. Policy Wording — 1 clearly mentions about 8% discount under Renewal Benefit, Stay Active clause. I’ll forward the same for your reference.

— — — — — — — — — — Email Received — — — — — — — — — —

Fri, Dec 3, 2021, 7:00 PM
RE:’Service ID=050–097–286' [EXT] Re: Discount on policy renewal for steps covered

Dear Sir/Madam,
Your query/request registered with us under Service Id 50097286 is currently being reviewed and is expected to be processed soon.
We believe in providing prompt responses to our customer however, some queries/requests may require more time to complete the processing accurately. We feel sorry for taking longer than usual to respond and would like to assure that, we are committed to provide an update within 3 business days.

Regards,
Team HDFC ERGO

— — — — — — — — — — Email Received — — — — — — — — — —

Fri, Dec 3, 2021, 8:45 PM
RE:’Service ID=050–097–286' [EXT] Re: Discount on policy renewal for steps covered

Regards,
Team HDFC ERGO

— — — — — — — — — — Email Received — — — — — — — — — —

Sat, Dec 4, 2021, 2:10 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
With reference to your mail dated 3rd November, 2021 regarding policy number :- 2805203553540502000.
Kindly accept our sincere apologies, for the inconvenience caused to you.
We wish to inform you that, your concern has been highlighted to the respective unit for resolution with case id: 50097286.
We are reviewing the matter and will respond to you within 2–3 days.

Thanks & Regards,
Radhika Rawat
Customer Experience Management Team

— — — — — — — — — — Email Received — — — — — — — — — —

Mon, Dec 6, 2021, 2:16 PM
RE:’Service ID=050–097–286' [EXT] Re: Discount on policy renewal for steps covered

Regards,
Team HDFC ERGO

— — — — — — — — — — Email Received — — — — — — — — — —

Mon, Dec 6, 2021, 4:16 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Sir/Madam,
Thank you for your e-mail dated 3rd December 2021.
As per the confirmation received from our concerned team we wish to inform you that, as per our record your device were not connect to HDFC ERGO application and no stay active data found hence No discount is applicable.

Sincerely,
Ganesh More
Customer Experience Management Team

— — — — — — — — — — Email Sent — — — — — — — — — —

Dec 6, 2021, 4:45 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I had send the following screenshots earlier too. The screenshots clearly showing 224 steps 1005 calories. Where is it getting the data? The technical problem is in your software.
Attachment link https://drive.google.com/drive/folders/1-unAvCTlPNVqTq4z9g4abrwa1LfoSsuO?usp=sharing

— — — — — — — — — — Email Sent — — — — — — — — — —

Thu, Dec 9, 2021, 5:02 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I’m looking forward to your response.

— — — — — — — — — — Email Sent — — — — — — — — — —

Fri, Dec 10, 2021, 3:04 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

I’m looking forward to your response.

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Dec 13, 2021, 7:29 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

I am looking forward to the response.

— — — — — — — — — — Email Sent — — — — — — — — — —

Tue, Dec 14, 2021, 12:37 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Waiting for your reply.

— — — — — — — — — — Email Sent — — — — — — — — — —

Tue, Dec 14, 2021, 4:26 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Any updates on this?

— — — — — — — — — — Email Received — — — — — — — — — —

Tue, Dec 14, 2021, 4:46 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Sir/Ma’am,
This is with the reference to your policy no. 2805203553540501000. Please be informed that your request has been lodged with case id — 50097286.
We wish to inform you that your request is under process under service request id 50225239 . The same will be processed within 3–5 working day.

Warm Regards,
Nikita Bisht
Customer Experience Management

— — — — — — — — — — Email Received — — — — — — — — — —

Thu, Dec 16, 2021, 12:42 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
This is in reference to your mail dated 7-Dec-2021 with regards to getting stay active discount on policy renewal.
We have thoroughly reviewed your case in detail with concern team and noted that stay active date is not synced with policy no 2805203553540501.
Further, we would suggest you to uninstall then re-install the HDFC ERGO insurance application and then login with mobile number 9738****** and connect 2805203553540501 policy with wearable device for syncing step data from wearable device to HEI mobile application. Once the process gets complete and step count synced with application, we will calculate the entitled discount.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Sat, Dec 18, 2021, 5:09 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Looking for updates since 6th December. On 14th December, I’ve been asked to wait for another 3–5 days. Any updates yet?

— — — — — — — — — — Email Received — — — — — — — — — —

Sat, Dec 18, 2021, 5:51 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Sir/Ma’am,
This is in reference to your mail dated 7-Dec-2021 with regards to getting stay active discount on policy renewal.
We have thoroughly reviewed your case in detail with concern team and noted that stay active date is not synced with policy no 2805203553540501.
Further, we would suggest you to uninstall then re-install the HDFC ERGO insurance application and then login with mobile number 9738****** and connect 2805203553540501 policy with wearable device for syncing step data from wearable device to HEI mobile application. Once the process gets complete and step count synced with application, we will calculate the entitled discount.

Warm Regards,
Jatin Kumar
Customer Experience Management

— — — — — — — — — — Email Sent — — — — — — — — — —

Sat, Dec 18, 2021, 6:17 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
The earlier policy number was 2805203553540501000. My policy has been renewed and the current policy number is 2805203553540502000. During the renewal I’ve not been given any stay active discount due to missing data in your server. The conversation in this email chain since 1st Dec is about the same. As you are suggesting me to uninstall then re-install the HDFC ERGO insurance application and then login with mobile number 9738******. Do I need to connect 2805203553540501000 earlier policy or 2805203553540502000 active policy with the app? FYI 2805203553540502000 active policy is already connected with the HEI mobile application.

— — — — — — — — — — Email Sent — — — — — — — — — —

Sat, Dec 18, 2021, 6:46 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

This is with the reference to your policy no. 2805203553540501000. Please be informed that your request has been lodged with case id — 50097286.
We wish to inform you that your request is under process under service request id 50225239 .

— — — — — — — — — — Email Sent — — — — — — — — — —

Sat, Dec 18, 2021, 6:51 PM
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
As discussed on the call received from you today, I’ve replied to the grievance@hdfcergo.com received on 16th December.
Subject RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

— — — — — — — — — — Email Sent — — — — — — — — — —

Sat, Dec 18, 2021, 7:02 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
The earlier policy number was 2805203553540501000. Screenshots of the app connected to the earlier policy has been already shared with the care team.
My policy has been renewed and the current policy number is 2805203553540502000. Attaching the current policy screenshots taken today.
Attachment link https://drive.google.com/drive/folders/18mXbfjt5NhSUFWsO4ZYfOtgjcAn_7-Jx?usp=sharing

— — — — — — — — — — Email Received — — — — — — — — — —

Sat, Dec 18, 2021, 7:10 PM
RE:’Service ID=050–097–286'[EXT] Re: Discount on policy renewal for steps covered

Dear Sir/Ma’am,
This is with the reference to your application number 2805203553540502000.
We have noted your request and forwarded to the concerned department you will get the resolution within 3–5 working days. Your patience will be highly appreciated.

Warm Regards,
Jatin Kumar
Customer Experience Management

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Dec 20, 2021, 12:38 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I am waiting for your instructions based on the communication in the last 2 emails as follows.

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 22, 2021, 8:23 AM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I am waiting for your instructions based on the following communication.

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 22, 2021, 12:51 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello HDFC ERGO,
Update me on the following communication.

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Dec 22, 2021, 6:23 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
In continuation of your email, we would like to inform that your previous policy’s all step data was not synched with HDFC mobile application due to which stay count data is not available, since you already have renewed your policy and same is auto linked to HEDC mobile application.
Hence, we regret to inform that stay active data of previous policy cannot be calculated.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 22, 2021, 7:11 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I shouldn’t be hold responsible for the missing data due to technical error at your side as my earlier policy was connected by OTP approval with the app properly. So, I had no reason to worry about data collection from my part. Further, I can’t know if data has been collected by your server or not unless some kind of error message has been sent to me or reflect in my app. The screenshots of earlier policy connected with the app was provided to you on 1st December and resend on 6th December. You should take the responsibility of the error prone application released & your technical team’s incapability, further provide me the discount that I’m entitled to receive.

— — — — — — — — — — Email Received — — — — — — — — — —

Thu, Dec 23, 2021, 5:32 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
In continuation of your mail, we would request you to provide the screen shot showing stay active data synced with HEI application of the old policy and enable us to review for further analysis.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Thu, Dec 23, 2021, 6:25 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I’ve already shared the screenshots of earlier policy connected with the app on 1st & 6th December. I’ve also shared the screenshots of renewed policy connected with the app on 18th December. Request you to coordinate with the HDFC ERGO care team. I’m forwarding the 1st December email to grievance.
Re: ‘Service ID=050–025–984’[EXT] Re: Discount on policy renewal for steps covered
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

— — — — — — — — — — Email Sent — — — — — — — — — —

Thu, Dec 23, 2021, 6:30 PM
Fwd: ‘Service ID=050–025–984’[EXT] Re: Discount on policy renewal for steps covered

Hello Team,
Forwarding the screenshots as discussed in the following email.
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered
This is with the reference to your policy no. 2805203553540501000. Please be informed that your request has been lodged with case id — 50097286.
We wish to inform you that your request is under process under service request id 50225239 .
Attachment link https://drive.google.com/drive/folders/1QRJY0lsLkshmu3zbXGjCqvAxAssQ7R_Q?usp=sharing

— — — — — — — — — — Email Received — — — — — — — — — —

Sat, Dec 25, 2021, 4:06 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
We would like to inform that, the attached screen shot is showing that ‘Loading your data.. please wait’, which means syncing of data from a wearable device to an application.
We would request you to let sync the data to the application from the wearable device to get the earned discount.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Sat, Dec 25, 2021, 4:24 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Team,
Once the app has been connected with Google Fit by OTP, no further instructions has been given to me by the app. Loading of data generally means, loading the data on screen. Syncing of data generally happens in the background. Either the data has been loaded, synced or not isn’t my concern unless the app has clearly instructed me to not close the app unless the data is loaded. There is no such instruction provided by the app. Also there was no error alert given by the app at any point in time to inform the user about synced status. Attaching the recent screenshot of connected and not connected policy. Renewed policy screenshots has been sent to you on 18th Dec in the same e-mail chain. Looking forward to hearing from you.

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 29, 2021, 9:39 AM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Looking for update.

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 29, 2021, 11:52 AM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
Stay Active discount related issue. PFB for the detailed conversation.

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Dec 29, 2021, 12:09 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I’ve already shared the screenshots of earlier policy connected with the app on 1st & 6th December. I’ve also shared the screenshots of renewed policy connected with the app on 18th December. Request you to coordinate with the HDFC ERGO care team and grievance team to collect details.
Re: ‘Service ID=050–025–984’[EXT] Re: Discount on policy renewal for steps covered
Re: ‘Service ID=050–097–286’[EXT] Re: Discount on policy renewal for steps covered
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

— — — — — — — — — — Email Received — — — — — — — — — —

Thu, Dec 30, 2021, 2:30 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
In continuation of your mail, we would like to inform that our IT wants to speak with you the discuss the case thoroughly.
Hence, we would request you to confirm the convenient date and time for further discussion.

Regards
Sonu Sharma

— — — — — — — — — — Email Sent — — — — — — — — — —

Fri, Jan 7, 1:14 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Any update on this?

— — — — — — — — — — Email Received — — — — — — — — — —

Mon, Jan 10, 4:06 PM
RE:’Service ID=051–061–226' [EXT] Re: Discount on policy renewal for steps covered

Dear Sir/Madam,
Thank you for writing to us. We acknowledge the receipt of your email with Service Id 51061226.
We will review/investigate the issue internally and will share our response with you within 5 business days. In case we need more time to resolve your query, we will inform you via email.

Regards,
Grievance Redressal Team

— — — — — — — — — — Email Received — — — — — — — — — —

Tue, Jan 11, 6:01 PM
RE:’Service ID=051–061–226'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
In continuation of your mail, we would request you to re-install the HDFC mobile application and than re-connect with the wearable device for syncing the step data for stay active discount. (please make sure your wearable device must have the compete step data of last year)
Post completion of process, we will move your case for further processing.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Tue, Jan 11, 6:25 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
My device has the complete step data of last year. Hope you remember the last time you put me in touch with the IT team over a conference call. I explained that the app automatically updated and connected to the renewed policy, when the IT team member clarified that she won’t be able to retrieve the data of last one year because they have permission to retrieve data only till the renewal date of the renewed policy. No further instruction has been given to me.

— — — — — — — — — — Email Sent — — — — — — — — — —

Tue, Jan 11, 6:27 PM
Re: ‘Service ID=051–061–226’[EXT] Re: Discount on policy renewal for steps covered

Hello,
This is to avoid creating multiple email chain for the same discussion, I’ve replied you in RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Jan 12, 7:29 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
In continuation of your mail, we would request you to re-install the HDFC mobile application and than re-connect with the wearable device for syncing the step data for stay active discount and let us know post completion of process for data synching.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Thu, Jan 13, 11:06 AM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
The earlier policy number was 2805203553540501000.
My policy has been renewed and the current policy number is 2805203553540502000. The app automatically switched to the current policy. Screenshot attached again. Do you want me to connect Google Fit with the earlier policy or current policy after reinstallation of HDFC ERGO application? Is it possible to connect Google Fit with the earlier policy after reinstallation of the application?

— — — — — — — — — — Email Received — — — — — — — — — —

Sat, Jan 15, 6:17 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
In continuation of your mail, we would suggest you to re-connect your old policy as well with HDFC ERGO mobile application and sync the entire step count data available in your wearable device.
Once the step count data got synched, we would be able to calculate the entitled discount.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Jan 15, 2022, 6:32 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
I’ve reinstalled HDFC ERGO application and connected my old policy with Google Fit as per your instructions. Sending the screenshot for your reference.
Attachment link https://drive.google.com/drive/folders/1slZqIVVctcWv-q7nrOnqc0GdX4V6qCqa?usp=sharing

— — — — — — — — — — Email Sent — — — — — — — — — —

Sat, Jan 15, 7:08 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
Data of a large period is missing from the HDFC ERGO application.
09/11/2021 to 29/11/2021 data is available
19/01/2021 to 08/11/2021 data is missing
30/11/2020 to 18/01/2021 data is available

Q1 30/11/2020 to 27/02/2021
Q2 28/02/2021 to 28/05/2021
Q3 29/05/2021 to 26/08/2021
Q4 27/08/2021 to 25/09/2021

All the above data is available in my google fit.
Attachment link https://drive.google.com/drive/folders/1qNcDCF6raUqh_OtBf9UIEB-I9DPAmYqH?usp=sharing

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Jan 17, 3:18 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
Send this email to your HDFC ERGO CEO. He / She may find the company in a hefty compensation settlement if I as a Principal Consultant UX decides to proceed to the court with this user experience issue by pulling in The Health Insurance Portability and Accountability Act of 1996 (HIPAA) & International Electrotechnical Commission (IEC) type bodies. The HDFC ERGO application is an ‘essential application’ because it provides monetary benefits through discounts on meeting certain commitments by the customer. This invariably also positions it under HIPAA and IEC. The customers can not escape the app and service. The app doesn’t merely provide only information but it is responsible for monetary benefit. The issue of stay-active discounts and the technicality of the HDFC ERGO application that we have been negotiating for 1.5 months over the phone and email with every attempt by HDFC ERGO team to pass the ball in my court, somehow blame me for the problem and in lieu of it escape from the responsibilities. Think of an elderly customer facing the same issue. A non-tech savvy customer. A layman customer has no chance to stand against the tactful technical arguments HDFC ERGO team is throwing in their defense to get away from their responsibilities. The customer could be silenced over the terms ‘loading’ and ‘syncing’. It is likely that a non tech savvy customer won’t challenge, that an appropriate error message alert by the app must be sent to grab the attention of the users. Whereas, the technical team didn’t implement the error identification and prevention mechanism appropriately that resulted in failure of the system to collect data & timely alert the user by the user interface about failure of updates. A layman customer may not be able to anticipate the amount of information asked by the HDFC ERGO team. Like asking for the screenshot of last one year missing data from Google Fit or HDFC ERGO app that is not possible. Check all my email chains and recordings with care and grievance subject line ‘Discount on policy renewal for steps covered’. A layman customer should be able to utilize the system designed for the layman (persona) to receive the benefits from the system. In today’s digital era the digital systems are promoted as the primary mode of interaction. As, much of the interactions are happening digitally that has also been normalized as the standard customary practice in the society, a digital platform can’t escape it’s responsibilities to provide optimal user experience.

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Jan 19, 6:29 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
We would like to inform that, the attached screen shot is showing that ‘Loading your data.. please wait’, which means syncing of data from a wearable device to an application. Once the data is synched you will be able to view your steps and discount.
We would request you to let sync the data to the application from the wearable device to get the earned discount.
Assuring you of our best services at all times.

Sincerely,
Nisha Wagh

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Jan 19, 6:47 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

What is the status against email sent on 15 Jan 2022?

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Jan 19, 7:05 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

We already had the conversation on loading & syncing of data on 1 Dec 2021.
Hello Everyone,
The app is already linked to the policy. You can also check it in the screenshot sent earlier. Although the data on page number 10 of the pdf shared by you is not showing up in the app. I have sent the screenshot in the earlier email.

— — — — — — — — — — Email Received — — — — — — — — — —

Wed, Jan 19, 7:36 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Sir,
We wish to inform you that we have a note of your concern and shall update you for the same shortly.

Sincerely,
Nisha Wagh
Grievance Redressal Team

— — — — — — — — — — Email Sent — — — — — — — — — —

Thu, Jan 20, 6:26 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello,
My HDFC ERGO app is connected with the previous policy since 15 Jan 2022 as you have asked me to do. How long will it take to calculate the last year’s data? I am taking walk everyday. I hope when I’ll reconnect again to the recent policy, these inbetween days will be synced from Google Fit.

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Jan 24, 1:26 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello,
My HDFC ERGO app is connected with the previous policy since 15 Jan 2022 as you have asked me to do. How long will it take to calculate last year’s data? I am taking walk every day. I hope when I reconnect again to the recent policy, these inbetween days will be synced from Google Fit.

— — — — — — — — — — Email Sent — — — — — — — — — —

Tue, Jan 25, 12:42 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Awaiting your response.

— — — — — — — — — — Email Received — — — — — — — — — —

Sat, Jan 29, 10:51 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
This is in reference to your mail and details shared with us for synching of step count data.
We have thoroughly reviewed your case and noted that under policy no 2805203553540501 step data is still not synced and as per process, a customer must have to sync all step data prior two months of policy renewal for taking stay active discount in HDFC ERGO mobile application.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Jan 31, 2:35 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hello Everyone,
On 15th Jan 2022, you’ve sent me the following message. I followed the procedure accordingly.

— — —

HDFC ERGO Communication
In continuation of your mail, we would suggest you to re-connect your old policy as well with HDFC ERGO mobile application and sync the entire step count data available in your wearable device.
Once the step count data got synched, we would be able to calculate the entitled discount.

— — —

Now you are changing your stand and stating the following.

— — —

HDFC ERGO Communication
We have thoroughly reviewed your case and noted that under policy no 2805203553540501 step data is still not synced and as per process, a customer must have to sync all step data prior two months of policy renewal for taking stay active discount in HDFC ERGO mobile application.

— — —

The Apollo Munich app has been discontinued with the takeover of HDFC ERGO. Earlier when the HDFC ERGO app was newly launched the screen used to look like the following, screenshot taken around 13 March 2021.

Then the screen changed to the following, maybe with a version update.

The widespread general conception of the word ‘Loading’ is ‘Loading of Web Page’ on the user device. The widespread general conception of the word ‘Syncing’ is ‘Syncing of data with the cloud server’. Mostly syncing happens in the background. In some cases like Whatsapp specifically inform the user during the restoration of data to not close the app while it is syncing the data partially now and the rest in the background. UX Writing is a field dedicated to it. HDFC ERGO can’t miscommunicate to users and put the blame on the user for not following the instruction. There was no error alert intimidation at any point in time to inform the user that the data has not synced. In lack of any alert the two successive confirmation (Level 1 & Level 2) marked in the images satisfactorily create general conception for the user that, ‘the app has connected with the policy successfully (level 1)’ and the ‘data of that day is reflecting on the screen (level 2)’.
Everytime, I have formatted my phone and reinstalled the HDFC ERGO app, I awaited for a while for the data to load but because it was written ‘Loading’ instead of ‘Syncing’, as a user with general conception, I was assured everything has synced properly and I thought anyways, I can view the same data in Google Fit app (with that the HDFC ERGO app is connected) so the loading of the screen never bothered me similar to loading of a web page.
On 1 December 2021 on receiving the app installation procedure pdf, I’ve communicated the following already.

— — —

The app is already linked to the policy. You can also check it in the screenshot sent earlier. Although the data on page number 10 of the pdf shared by you is not showing up in the app. I have sent the screenshot in the earlier email.

— — —

Also take note of the 17 Jan 2022 communication, where I’ve stated clearly that non tech savvy and elderly complaining about such a complicated tech scenario.

— — —

Attachment link https://drive.google.com/drive/folders/1QUIoDHt1wpiP4NAcQ2yxldTnFpnB3oyX?usp=sharing

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Jan 31, 2:42 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

I’d request you to give me a call back on my registered mobile number 9738******.

— — — — — — — — — — Email Sent — — — — — — — — — —

Tue, Feb 1, 7:33 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

What is the concluding take on this matter that has been discussed over 2 months?

— — — — — — — — — — Email Sent — — — — — — — — — —

Fri, Feb 4, 2:28 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

What is the final concluding remark on this matter that we have been discussing for over 2 months?

— — — — — — — — — — Email Sent — — — — — — — — — —

Sun, Feb 6, 5:02 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

— — — — — — — — — — Email Received — — — — — — — — — —

Mon, Feb 7, 10:21 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Dear Ratul,
In continuation of your mail, we would like to inform that, we had tried to contact you along with our IT, so that a detailed discussion can be done to resolve your issues, however your contacted number was not connected. We would request you to confirm the convenient date and time of further discussion.

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58
Noida, Uttar Pradesh 201301

— — — — — — — — — — Email Sent — — — — — — — — — —

Mon, Feb 7, 10:55 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hi,
I already had a detailed conferance call with your IT department on 28 December 2021. Nothing came out of it. I’ll prefer email communication. Please ask your IT Department to connect with me over email keeping you in CC.

— — — — — — — — — — Email Sent — — — — — — — — — —

Wed, Feb 9, 3:01 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Hi,
I already had a detailed conferance call with your IT department on 28 December 2021. Nothing came out of it. We are back to the square one again. This time I’ll prefer email communication. Such that everything is record on email. Please ask your IT Department to connect with me over email keeping you in CC. I’m expecting to reach to the conclusion speedily. It is already over 2 months since we’ve been discussing the issue.

— — — — — — — — — — Email Received — — — — — — — — — —

Thu, Feb 10, 5:45 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58

— — — — — — — — — — Email Sent — — — — — — — — — —

Thu, Feb 10, 7:30 PM
Re: ‘Service ID=050–225–239’[EXT] Re: Discount on policy renewal for steps covered

Google Fit data sync in real time with HDFC ERGO app as the screenshots depicts, that has been sent to you in previous e-mails. You have been sending me the copy pasted communication since last few times. I’m approaching legal assistance in this matter.

— — — — — — — — — — Email Received — — — — — — — — — —

Thu, Feb 17, 8:28 PM
RE:’Service ID=050–225–239'[EXT] Re: Discount on policy renewal for steps covered

Sincerely,
Sonu Sharma
Grievance Redressal Team
Thanks and Regards,
Officer-Grievance Management team,
HDFC ERGO health insurance
1st Floor, A-100, A Block, Sector 58

— — — — — — — — — — End of Email Chain — — — — — — — — — —

You will notice that HDFC ERGO has no way to retrieve the data so they were trying to avoid the situation by sending the same statement again and again.

Check the following link to find the gist of the case. Judicial Investigation Friendly Digital Systems, Judibility.

https://medium.com/@rat9/judicial-investigation-friendly-digital-systems-judibility-b121000a2280

Regards,
Ratul Aich
https://www.linkedin.com/in/ratulaich/

The first in this series is Judicial Investigation Friendly Digital Systems, Judibility. (Link)

The previous in the series, Replied HDFC ERGO on 30 March 2023. (Link)

Next in the series is No Improvement in HDFC ERGO Policy Renewal User Flow even a year later. (Link)

Collection of Key Email Conversations with HDFC ERGO in The Case Judibility.

Consumer Court Barasat, West Bengal CC/353/2022, Edaakhil A22090004397, submitted on 30 March 2023.

Email Conversations are as follows.

Written by Ratul Aich