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UI recently relocated from Kolkata to Bangalore using Agarwal Packers & Movers (APML). Upon delivery, I found the following items damaged:
1. OLED TV (2024 model, worth ₹1,00,000) — screen got a deep scratch in one place and some other marks on the screen
2. Electric scooter – rear fender broken, which I replaced and costed 1800/-
3. Photo frame – glass shattered
I had opted for insurance with 4,00,000 coverage, for which I paid ₹9,500 as premium as part of the total cost of shifting. I have documents for that. For the TV 60k was allocated.
Here’s how things have unfolded so far:
– I immediately reported the damages to their claims department with timestamped photographs. The TV powers on but the screen has visible damage in a specific area — I got it inspected at the authorised service centre, and they confirmed a full panel replacement is needed costing approximately 62,000 after discounts.
– Agarwal Packers initially tried to tone down the TV claim outright, saying the TV is in “working condition” and panel replacement “cannot be considered.”
– After multiple follow-ups, they sent an IRDA-approved loss assessor/surveyor to my residence. The surveyor conducted a joint inspection and prepared a report (signed by both parties) which clearly stated “Screen Damage” and that the TV was damaged during transit.
– Now, after their own surveyor’s report went against them, the surveyor’s boss called me and said they will rewrite the report as “TV in working condition with scratches on screen”, essentially trying to downplay the damage. They are now scheduling a second survey, which I believe is an attempt to replace the first report with a diluted version.
– I have filed a complaint on the National Consumer Helpline portal and have also posted on social media(but no response from them)
Documents/evidence I have:
– Signed Joint Inspection Report (first survey) documenting screen damage and mishandling
– Receipt where the insurance amount is documented (₹9,500 for ₹4L coverage)
– Timestamped damage photographs
– Complete email trail including their initial skepticism saying tv is in working condition, contact service center
– NCH complaint reference
My questions:
1. Is my evidence sufficient to file and win a case in the District Consumer Disputes Redressal Commission?
2. Should I allow the second survey or refuse it? If I attend, what precautions should I take?
3. Can I cite the first surveyor report as primary evidence even if they produce a contradictory second report?
4. What compensation can I realistically claim – just the repair costs, or also mental harassment, litigation costs, insurance premium reimbursement?
5. If they offer a lowball settlement (say 5-10K), should I reject it and go to consumer court directly?
I was thinking if they doesn’t provide a substantial amount for the damage, I will go to consumer court. I am ready to hire a lawyer for the same, I just want to see the end of this.
Any advice from people who have dealt with packers & movers damage claims or consumer court proceedings would be really helpful. Thanks in advance.
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