Health insurance provider is not providing the copy of proposal form
A relative bought health insurance from Apollo Munich in 2018 via Coverfox. He has renewed it twice is since then and the policy is in the third year now. Last year, HDFC Ergo acquired Apollo Munich and the policy was converted to HDFC Ergo accordingly. Policy name and features remained the same just the name was changed.
Recently when he was organizing his insurance documents, he realized that the company never sent him the copy of the proposal form which they are supposed to do.
After raising the request with them for receiving the copy of the proposal form they have responded saying that they are unable to locate it due to technical reasons.
That proposal form is an important document and the responsibility of locating it is on the company. If the company fails to provide this document, then how will they handle the future claims as most of the medical history of the person is mentioned in the proposal form.
In such case what should one do do? How far one should go in resolving this complaint? Raise a grievance and follow up further complaint resolution levels? If that is also unsuccessful then what next?