Griev­ance Re­dres­sal Mech­a­nism

Consumer Voice - - Insurance For Your Two-wheeler -

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 (ac­cess­dain­ and­buds­man.html).

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