Grievance Redressal Policy

1. Introduction

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.

2. Definition of Grievance

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

3. Methods of lodging a Grievance

If a Customer has a Grievance he or she has the following options:

  • (1) Writing to us to the email ID: grievances@shrinithiinsure.com
  • (2) Calling us at the Call Center: 7066270660 (Timing: 10 am to 6 pm from Monday to Friday excluding Public Holidays)
  • (3) Writing to the official address of the Broking through courier or post: 1st Floor, Siyat House, No.961, Poonamallee High Rd, Purasaiwakkam, Chennai - 600084, Tamilnadu, India.
  • (4) Writing to the concerned Insurance company directly – either through email or through courier or post
  • (5) Emailing to the Grievance redressal officer of the concerned Insurance company

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.

4. Enquiry or Request

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

5. Methods of lodging a Grievance

A customer can raise a complaint with the Company through any one of the following modes:

  • • Email : grievances@shrinithiinsure.com or
  • • Letter: Grievance Officer, office address or 1st Floor, Siyat House, No.961, Poonamallee High Rd, Purasaiwakkam, Chennai - 600084, Tamilnadu, India
  • • Contact Centre: Customer can call us on 7066270660 from Monday to Saturday 10 am to 6 pm (excluding public holidays) or
6. Acknowledgement of grievances
  • i. All grievances received by the Company will be acknowledged within 24 hours of receipt of complaint
  • ii. All grievances from walk in customer will be acknowledged immediately and log shall be maintained in this regard.
7. Process for addressing the grievances
(a) Timelines for redressal of Grievances:
  • i. Based on type of grievance, the company shall exercise all efforts to resolve the grievances within 14 working days from the date of receipt of complaint.
  • ii. Once the complaint is resolved, a closure mail shall be sent to the customer with the request of rating the resolution provided.
(b) Escalation Matrix

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

  • i. Level 1: In case the customer is not satisfied with the decision or has not received any response within 14 working days, he/she may escalate the matter to the Grievances Redressal Officer at grievances@shrinithiinsure.com
  • ii.Level 2: If still not satisfied after level 1, please escalate the matter to the Principal Officer at po@shrinithiinsure.com
  • iii. Level 3: If after having followed Level 1 and Level 2 your issue remains unsolved, you may approach The Insurance Regulatory Development Authority of India (IRDAI) at http://www.policyholder.gov.in/report.aspx# or Ombudsman at https://cioins.co.in/Complaint/Online respectively, The maximum limit for the amount under dispute for which the Ombudsman can entertain a complaint is up to Rs. 30 lakhs. Customer has the option to approach the Consumer Court beyond the said limit. Further, Customer can also approach the Insurance company if the Customer is not satisfied with the resolution provided by the Company.
8. Resolution of Grievances

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:

  • • If the Company has acceded to the request of the complainant fully. or
  • • here the complainant has indicated in writing, acceptance of the response of the company. or
  • • Where the complainant has not responded to the Company within 8 weeks of the Company’s written response

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.

9. Review

This policy will be reviewed once every year.