Reliassure Insurance Brokers Private Limited believes that excellence in customer service is the most important tool for sustained business growth. Therefore, the company follows a philosophy of providing resolution of customer complaints and grievances in a manner that effectively resolves the complaint to customer satisfaction while adhering to applicable IRDAI regulations and guidelines.
OBJECTIVE
The objective of this policy is to provide an efficient and effective grievance redressal mechanism to policyholders, nominees and other persons claiming under policies. It has been formulated taking into account the following:
- Complaints raised by customers are dealt with courteously and on time.
- Customers are treated fairly at all times.
- Complete transparency is maintained with customers.
- All complaints are dealt with efficiently and fairly.
- Customers are fully informed about avenues to escalate complaints within the organization.
- Customers are informed about their rights to alternative remedy if they are not satisfied with the Company's response.
- Quality and business goals go hand-in-hand through continual improvement of the customer complaint handling process.
SCOPE
The policy covers all complaints or grievances received from the policy holder, nominee, beneficiary, or authorized person with written consent of the policy owner. The company will not accept any complaint from third parties or agencies on behalf of the customer unless written consent from the policy holder is available.
Grievances received from consumer forums, ombudsman offices, or courts will be dealt with separately by the legal team.
Inquiry or request are not covered under this policy.
DEFINITIONS
"Complainant" means a policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against the insurer or the company. "Complaint" or "Grievance" means written expression, including communication in the form of electronic mail or other electronic scripts, of dissatisfaction by a complainant with the insurer, company or other regulated entities about an action or lack of action regarding the standard of service or deficiency of service.
Explanation - An inquiry or request would not fall within the definition of complaint or grievance.
An inquiry and request would mean the following:
- An inquiry is any communication from a customer primarily requesting information about a company and or its services.
- A request is any communication from a customer soliciting a service such as a change or modification in the policy.
COMPLAINT REDRESSAL PROCESS
If you have a grievance that you wish to redress, you may contact us with the details of your grievance through any of the following channels:
Step 1: Channel for communication
- Email: info@reliassure.in
- Contact Centre: Customer can call 9211893002 from Monday to Friday, excluding public holidays, between 10:30 am and 6:30 pm.
Step 2: Process for addressing the queries
- All grievances will be given acknowledgment receipt within 24 working hours of receipt.
- All complaints will be answered within 14 days from the date of receipt.
- All grievances from walk-in customers will be acknowledged immediately and logged.
- Based on the type of grievance, the company shall exercise all efforts to resolve the same within 14 working days from the date of receipt.
- Once the complaint is resolved, a closure mail shall be sent to the customer with a request for a rating.
Step 3: Escalation Matrix
- If a client is not satisfied with the resolution provided through various channels, the client has the option to escalate the issue to a higher level as per the escalation matrix below.
- Level 1: If the customer is not satisfied with the decision or has not received any response within 14 working days, the matter may be escalated to the Grievance Redressal Officer at grievance@reliassure.in.
- Level 2: If still not satisfied after Level 1, the matter may be escalated to the Principal Officer at po.reliassure@reliassure.in.
- Level 3: If the issue remains unsolved after Level 1 and Level 2, the client may approach IRDAI at http://www.policyholder.gov.in/report.aspx# or https://bimabharosa.irdai.gov.in/ or the Ombudsman at https://cioins.co.in/Complaint/Online. The maximum dispute amount that the Ombudsman can entertain is up to Rs. 30 lakhs.
Step 4: Resolution of Grievances
Reliassure Insurance Brokers Private Limited endeavours to resolve all grievances to the satisfaction of customers. To ensure fair resolution, the regulator has set conditions for treating grievances as closed. As per IRDAI regulations, a grievance shall be considered disposed-off and resolved:
- When Reliassure Insurance Brokers Private Limited has acceded fully to the request of the complainant.
- Where the complainant has indicated in writing acceptance of the Company's response.
- Where the complainant has not responded to the Company within 8 weeks of the Company's written response.
REVIEW
This policy will be reviewed as and when required.