Customer Grievance Redressal Mechanism for Insurance Business
Introduction
OnEMI Technology Solutions Private Limited is a company (‘herein after referred as the Company’), incorporated under the provisions of the Companies Act, 2013, Corporate Identification Number (CIN) U72900MH2016PTC282573 and having its registered office at 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West Mumbai 400070 Maharashtra India (“OnEMI” / “Company”) and also holds a Composite Corporate Agency license, Registration No. CA0644, granted by the Insurance Regulatory and Development Authority of India (IRDAI) to carry on the business of retail and institutional distribution of the schemes of Insurance.
Purpose
The objective of this policy is to provide efficient & effective grievance redressal mechanism to policyholders, nominees and other persons claiming under policies and has been formulated taking into account the following:
- Complaints raised by customers are dealt with courtesy and on time.
- Customers are treated fairly at all times.
- Complete transparency is maintained with the customers.
- All complaints are dealt with efficiency and fairness.
- Customers are fully informed about avenues to escalate their complaints / grievances within the organization.
- Customers are informed about their rights to alternative remedy if they are not fully satisfied with the response of the Company to their complaints.
If you have a grievance that you wish to redress, you may contact us with the details of your grievance as below:
Level 1:
All complaints/grievances received from various channels are catered to by the customer service desk as per the grievance redressal procedure. If the complaint is not resolved within the given TAT the same will be escalated by the customer service desk on official e- mail to the customer service manager of the Company (“Customer Service Manager”).
In addition to this, the customer can also request the customer service desk (by using touch points like call, e-mail or Live Chat) to arrange a callback directly from the Customer Service Manager of the Company for escalating his/her issue. Within minimum 1 (one) hour to maximum 24 (twenty-four) hours of receipt of such request/escalation, the Customer Service Manager of the Company shall himself/herself call the respective customer and speak to him/her in order to provide a final resolution or further resolution timeline on the complaint/grievance. In cases were the Customer Service Manager of the Company needs to co-ordinate with a particular department for resolving a complaint, he/she needs to inform the customer that he/she will get back to the customer with a final resolution or further resolution timeline in not more than 2 (two) business days.
Note: If there is no response/resolution given by the Customer Service Manager of the Company within the above TAT, then the customer service desk shall escalate the case to the Grievance Redressal Officer of the Company on official e-mail for taking necessary action.
Level 2:
If the customer is not satisfied with the response/resolution given by the Customer Service Manager of the Company, he/she can write directly to the Grievance Redressal Officer of the Company on the below mentioned contact details:
Abhishek Yadav
OnEMI Technology Solutions Private Limited,
10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070.
E-mail Id: care@kissht.com
Contact No: 08044745952
Level 3
If the grievance is not redressed by Grievance Redressal Officer , within a period of 30 (thirty) days, then the customer may appeal to Nodal Officer on the below mentioned contact details:
Zaffar Khan
OnEMI Technology Solutions Private Limited,
10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai,
Maharashtra 400070
E-mail Id: escalation@kissht.com
Contact No: 08044745951
Level – 4
Registration of Complaints with the IRDAI by Policyholders:
- Can make use of the Bima Bharosa system – IRDAI Portal Link: https://bimabharosa.irdai.gov.in/ (for registering the complaints themselves and to monitor the status of the complaints)
- Can send the complaint through E-mail to: complaints@irdai.gov.in.
- Can call Toll Free No. 155255 or 1800 4254 732.
Apart from the above options, if it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:
General Manager
Insurance Regulatory and Development Authority of India(IRDAI)
Policyholder’s protection & Grievance Redressal Department – Grievance Redressal Cell.
Sy.No.115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad – 500 032.
Review of the Policy
The policy shall be reviewed annually and any changes made in the policy shall be referred to the Board of Directors of OnEMI for approval.
Omnibus Clause
All extant & future Master Circulars/Directions/Guidelines/Guidance Notes issued by IRDAI from time to time would be the directing force for the policy of the Company and will super cede the contents of this Policy.