Grievance Redressal Policy

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 customers’ complaints/grievances and driving appropriate adjustments to business practices to improve customer service and enhance risk management. All complaints shall be handled promptly, fairly, and without prejudice. No complainant shall be subjected to any form of discrimination, bias, or retaliation for having lodged a complaint.”

This policy applies to all customer complaints arising from our interactions and services, including but not limited to:

• Product and service-related concerns
• Billing and payment issues
• Policy adherence disputes
• Communication and information discrepancies
• Misconduct by our employees or representatives
• Customer grievances

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

• forcefully exercising undue influence, use of dominance position or otherwise; or
• knowingly making a false or misleading statement or misrepresenting the facts or benefits, or
• knowingly concealing or omitting facts, features, benefits with respect to products, or
• not taking reasonable care to ensure suitability of the policy to the policyholders.

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:

1. Source of Communication (Email, Call, Letter or a Visit at Touchpoint)
2. Type of Communication (Query, Request, Feedback, and Notices which include communication from Ombudsman, Consumer Forum, Legal Bodies etc.)
3. Nature & Severity of complaint.

Where the policyholder is not satisfied with the services of the distribution channel, he/ she can lodge the complaints directly with the distribution channel by using any one of the following mode as listed below:

• By visiting their nearest branch offices
• Through letters at Jio Insurance Broking Ltd. 1st floor, Building 4NA, Maker Maxity, Bandra Kurla Complex, Bandra East, Mumbai 400 051 or at 1st floor, B-Wing, Building no 25, DAKC, MIDC, Koparkhairane, Navi Mumbai - 400710
• Through email at customer.care@jioinsure.in
• By calling at our Toll Free Number - 18008898730
• The policyholder or the claimant also has the option to register the complaint on-line at IRDAl's Bima Bharosa by visiting https://bimabharosa.irdai.gov.in/ .

Any feedback, query, or complaint received from customers on social media platforms shall be treated as a valid grievance under the Company’s Grievance Redressal framework and handled with due diligence in compliance with the IRDAI PPHI Regulations, 2024 and applicable Master Circulars.

Acknowledgement : All such grievances must be acknowledged publicly (or via direct message) within 2 hours of receipt, indicating that the matter is being looked into.

Internal Registration & Tracking : Complaints received on social media must be captured in the grievance management system (or CRM) under a unique ticket ID and duly tracked. They shall form part of the Company’s official grievance register.

Customer Contact / Information Collection: If customer contact details (name, policy number, phone/email) are not available, the customer shall be requested (privately) to send an email to customer.care@jioinsure.in (or alternate official channel), providing relevant information to enable follow-up.

First Communication / Response : Within T+1 working day, the customer shall receive a formal response (via email, DM, or social media handle) with a acknowledgment, reference to next steps or clarifications sought (if any).

Public Communication / Updates : If updates must be provided via the social media handle (because direct contact is unavailable), only high-level status may be shared (e.g. “Your grievance is under investigation”) — no PII, policy numbers, or transaction details. All publicly visible content must comply with fair disclosure and non-misleading communication as required under PPHI Regulations 2024.

Resolution TAT : The grievance (including social media complaints) shall be resolved within 14 calendar days, unless extended for legitimate reasons (e.g. dependency on third parties), subject to informing the complainant of reason and revised timeline.

Dependency / Escalation / Closure : If resolution depends on inputs from the customer, insurer, or third parties, the dependencies must be recorded in the ticket notes with dates and reminders. If unresolved within the TAT, the complainant must be informed of escalation options, including recourse to the Insurance Ombudsman (without cost).

Audit, Reporting & Oversight : All social media complaints must be included in periodic grievance reports to Senior Management / Board. The Grievance Redressal Officer will review compliance with TATs, recurring root causes and ensure continuous improvement.

1. Upon receiving the Complaint, a written acknowledgement to the complainant will be sent within 24 hrs of the receipt of the grievance.
2. Conduct an initial investigation and gather relevant information.
3. Strive to resolve the complaint within 14 days through communication and fair consideration.
4. 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 :

1. the company has acceded to the request of the complainant fully.
2. where the complainant has indicated in writing , acceptance of the response.
3. where the complainant has not responded within 8 weeks of the company’s response.
4. 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 5. is the responsibility of the insurer to respond back within the similar timelines.
5. 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.

Policyholders/Customers may also lodge and track their complaints through IRDAI’s Bima Bharosa / Integrated Grievance Management System (IGMS) portal. The Company shall extend full cooperation in resolving such complaints when routed through the said portal, including providing timely updates and resolution status to the insurer and/or IRDAI as required.

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:-

Identification: All grievances received will be screened to identify those related to mis-selling.

Acknowledgment: Grievances related to mis-selling will be acknowledged immediately, as per the standard procedure.

Investigation: A thorough investigation will be conducted by the Internal Audit Team to understand the nature of the mis-selling which may involve the following process:

• Reviewing the sales process and documentation.
• Interviewing the sales personnel involved.
• Consulting with the customer for additional information.

Resolution: Based on the investigation, appropriate action will be taken, which may include:

• Offering a suitable alternative product in discussion with the Insurer
• Refunding the premium paid by the customer.
• Disciplinary action against the sales personnel involved.

Communication: The resolution will be communicated to the complainant within 14 days. If additional time is required for investigation, the complainant will be informed of the reasons for the delay and the expected time for resolution.

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 :-

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.

(i) In case the complainant is not satisfied with the resolution of grievance provided by the insurer, they can escalate the unresolved / partially resolved complaints to Insurance Ombudsman of concerned jurisdiction, in case the claim amount is up to Rs. 50 lakhs.

(ii) A policyholder has the option to take up the matter before insurance ombudsman of competent jurisdiction without any charge/ fee in any of the following manner:

• In person;
• Online by visiting https://cioins.co.in/Complaint/Online;
• In writing, by post or by email by giving complete details.

(iii) Details such as name and address of the Insurance Ombudsman of competent jurisdiction shall be available in the policy document. It shall also be provided in the resolution letter given by the insurer. It is also available at https://cioins.co.in/Complaint/Online.

The Company shall take the following preventive measures:

Training: Regular training programs for Broker Qualified Persons /Sales personnel to ensure ethical sales practices and understanding of the products.

Monitoring: Regular audits and monitoring of sales practices to detect and prevent mis-selling.

Customer Education: Providing clear and detailed information to customers about the products to help them make informed decisions.

The Company shall maintain records of grievances in the format prescribed by IRDAI, capturing details such as complainant particulars, policy number, nature of grievance, date of receipt, action taken, and date of resolution/closure. Such records shall be preserved and made available on demand for internal review, internal audit, inspection by IRDAI or any other competent authority.

A summary of grievances received, redressed, pending, and escalated shall be placed before the Board of Directors and the Managing Director/Chief Executive Officer on a periodic basis, as per regulatory requirements. The Board shall oversee the functioning of the grievance redressal mechanism to ensure its effectiveness.”

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.