[Pursuant to 384th Meeting of Board of Directors dated 8th February, 2013 Agenda No: A-15]
CUSTOMER GRIEVANCE REDRESSAL POLICY
1. The Grievance redressal mechanism of an organization is the gauge to measure its efficiency and effectiveness as it provides important feedback on the working of the Organization. The main purpose of a Grievance Policy is to place an appropriate mechanism whereby the Customer who believe(s) that he/ she has been wronged by any act of the Company is afforded a fair opportunity to redress his/ her Grievance. Objectives: 2. The objectives of the Grievance Redressal Policy are: (a) To develop an organizational framework to promptly address and resolve customer Grievances fairly and equitably; (b) To provide enhanced level of customer satisfaction; (c) To provide easy accessibility to the customer for an immediate Grievance redressal.
(d) To educate the customers about their responsibilities to access benefits due under the policies; (e) To ensure that the customers are treated fairly at all times; (f) To identify systemic flaws in the operational functions of the organization and products suggesting corrective measures; (g) To put in place a monitoring mechanism to oversee the functioning of the Grievance Redressal Policy. Definition of “Grievance / Complaint” (I R D A provided) 3. A “Grievance / Complaint” is defined as any communication that expresses dissatisfaction about an action or lack of action, about the standard of service/ deficiency of service of an insurance company and/or any intermediary or asks for remedial action. Structure of Grievance Redressal Mechanism 4. The company shall have four tiers Grievance redressal machinery with designated Grievance Officer at each level viz. Branch Manager is the Branch level Grievance Officer, Regional Manager is the Regional level Grievance Officer General Manager (Grievances) is the Head Office level Grievance Officer...