Grievance Redressal Mechanism
Our study reveals that only a few insurance companies have posted a robust GRM system on their website. These are summarised below. Firstly, what is your grievance? It may be one or the other of the following: • Any partial or total repudiation of claims by the insurance company • Any dispute in regard to premium paid or payable in terms of the policy • Any dispute on the legal construction of the policy in so far as such disputes relate to claims • Delay in settlement of claims • Non-issue of any insurance document to consumer after receipt of the premium • Any other grievance (not specified above) Stage 1: Call the company’s toll-free number or customer care number and lodge your grievance. Follow this up by sending an email and a hard copy to ensure that your complaint is on their desk. Stage 2: If dissatisfied with the reply, escalate your grievance to the company’s AVP or the company’s customer service desk at apex level. Follow the same process as stated above.
♦ Stage 3: If the issue still remains unresolved, approach the insurance ombudsman pertaining to your jurisdiction (access www.irdaindia.org and www.gbic.co.in/ombudsman.html).