At Shrinithi Insurance Broking Private Limited we provide superior experience to Customers by providing the best-in-class service both for selecting the right insurance product as well as aftersales service. Creativity, Integrity, Customer service are core to our business. While we value and respect our customers, it is possible that sometimes the customer expresses concern or dissatisfaction on the product purchased or the services rendered before or after purchase of the Insurance Policy
The Policy outlines the Company’s approach towards handling Customer Grievances till a resolution is provided to the Customer. The word Customer includes Policyholder, Nominees (in the case of death related claims), Assignees or any other beneficiary legally entitled to the Policy. The Company interacts with its customers directly and do not entertain any third parties complaining on behalf of the Customers.
Grievances or complaints are expression of dissatisfaction by a customer on the product purchased or on any of the practices or processes relating to pre or post solicitation of insurance business from the Customer. For example, terms and conditions of the product as per Policy document not as per the expectations of the Customer
If a Customer has a Grievance he or she has the following options:
A complaint is considered as valid only if the email is received from the registered email id of the customer. For this purpose, the email ID mentioned at the time of purchasing insurance (eg. Proposal form) will be considered as valid.
We also expect the Customer to call only from the registered Mobile number. However, if the customer has changed his/her mobile number, after due verification, the complaint can be accepted from new Mobile numbers.
Customer has the option to write to the Insurance company directly also, with or without a copy to our Company.
An enquiry or Request may be a clarification required about product, service or processes or may be a Service request like change of address. While Enquiries and Requests are not considered as Grievances, we will provide the clarifications required by the Customer and will handle the service requests as per the Company’s processes
A customer can raise a complaint with the Company through any one of the following modes:
If the Customer is not satisfied with the resolution provided through various channels, the Customer has the option to escalate the issues to a higher level, as per the escalation matrix given underneath
The Company endeavours to resolve all grievances to the satisfaction of the customers. In order to ensure fair resolution for the customer, the Regulator has set guidelines for closure of grievances. As per IRDAI guidelines, a grievance shall be considered as disposed-off and resolved:
The Customer can exercise freelook cancellation of the Policy in case he is in disagreement with terms and conditions of the Policy within a period of 15/30 days, as specified in the Policy document issued to the Customer.
This policy will be reviewed once every year.