Jio Insurance Broking Limited (the “Company”) believes that an integral part of excellence in Customer Service is to have a prompt & responsive mechanism to address customer grievances. The Company has a robust mechanism in place to address the grievances of its customers across various product streams it offers, including life, general, and health insurance. The Company has processes and systems in place to address the grievances of their customers to their satisfaction.
The Policy aims at minimizing instances of customer complaints and grievances through a proper service delivery and review mechanism to ensure prompt redressal of customer complaints and grievances ensuring transparency and fairness throughout the process. The review mechanism is aimed at identifying any shortcomings in service delivery and ensuring adequate redressal of customer grievances within the defined Regulatory TATs as stipulated under IRDAI Regulations.
To ensure that the Company's grievance redressal mechanism is more meaningful and effective, a system/process has been designed. These systems ensure that the redressal provided is prompt, fair and permissible within the given framework of rules and regulations. Grievance redressal is available at all regional offices/branch offices of the Company, and employees at respective branch offices are made aware of the complaints/grievance handling process.
The objective of the Policy is to ensure that:
Ensure prompt and fair resolution of grievances raised by customers or stakeholders. All customers are treated fairly and without bias at all times. All issues raised by customers are dealt with courtesy and resolved within regulatory TAT. Enhance customer satisfaction and trust in the Company's services. Comply with regulatory requirements regarding grievance redressal process. The timely and effective handling of customer complaints/grievances is fundamental to the Company's commitment to treating customers fairly. The Company is committed to promptly responding to and resolving customer's complaints/grievances and driving appropriate adjustments to business practices to improve customer service and enhance risk management.
This policy applies to all customer complaints arising from our interactions and services, including but not limited to:
Complaint or Grievance: means a written expression (includes communication in the form of electronic mail or other electronic scripts) of dissatisfaction by a complainant with respect to solicitation or sale of an insurance policy or related services by insurer and /or by Company.
Explanation: An inquiry or service request would not fall within the definition of the “Complaint or Grievance”.
Complainant: means a policyholder or prospect or nominee or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer and /or distribution channel.
Mis-selling: means sale or solicitation of policies by the insurance intermediary directly or indirectly by -
Complaint Classifications are instituted to understand the nature, type and the origin of the complaint. A complaint is classified on the basis of the following:
The various channels through which our customers can contact us for any assistance or redressal of their grievances are listed below:
a. Upon receiving the Complaint, a written acknowledgement to the complainant will be sent within 24 hrs of the receipt of the grievance.
b. Conduct an initial investigation and gather relevant information.
c. Strive to resolve the complaint within 14 working days through communication and fair consideration.
d. Communicate the response clearly and concisely, outlining the resolution or further steps involved.
A complaint shall be considered as disposed of and closed under the following cases :
a. The company has acceded to the request of the complainant fully.
b. Where the complainant has indicated in writing , acceptance of the response.
c. Where the complainant has not responded within 8 weeks of the company's response.
d. The customer has the opportunity to re-open his complaint in case he/she is not satisfied with the redressal. Each time the complaint reopens it is the responsibility of the insurer to respond back within the similar timelines.
e. Where the Grievance Redressal Officer has certified that the company has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint.
As part of its Grievance Mechanism, the Company has its own system whereby a customer can log any complaint / grievance on the platform itself. We will be coordinating with our insurance partners to have an integrated grievance redressal system whereby the customer/insured can directly login and register a complaint and can be accessed three ways i.e. by the customer, Intermediary, and Insurance Partner.
All complaints will be recorded in the complaint system/register, and due acknowledgement will be issued to the customer with a unique reference number for tracking complaints. All personnel across the Company who directly or indirectly deal with customers will be provided training to handle insurance-related complaints. The complaints of the customers will be duly reviewed and if required, investigated suitably and adequately.
The Company shall follow the following process for tracking and resolving Mis-Selling Grievances:-
If customers are not satisfied with the response that customers receives from the above access channels or if customers do not hear from us within the above prescribed TAT, customer can escalate their complaint by :-
Level | Officer Designation | Email ID | TAT for Response |
---|---|---|---|
1 | Grievance Redressal Officer (GRO) | grievance.officer@jioinsure.in | 5 Working Days |
2 | Appellate Authority | principal.officer@jioinsure.in | 7 Working Days |
If the decision/resolution provided by the Grievance Officer is not acceptable, please make use of IRDAI's online portal - Integrated Grievance Management System (IGMS): Register and monitor your complaint at igms.irda.gov.in or approach Insurance Ombudsman - For details refer http://ecoi.co.in
In case of no reply from the Complainant, within 2 weeks from the date any clarification was provided, the Company shall treat the Grievance/request as Closed.
The Company shall take the following preventive measures:
All grievance records will be maintained systematically for at least three years, including:
This Policy shall be effective from the date of approval by the Board of Directors (“the Board”).
The policy will be reviewed for its effectiveness on an ongoing basis and will be amended as and when required in case of change in regulatory requirements.