Complaint Handling Process
- Complaint Handling Process
“Complaint” or “Grievance” means written expression (includes communication in the form of electronic mail or other electronic scripts) of dissatisfaction by a complainant about an action or lack of action about the standard of service or deficiency of service regarding insurance policies bought by him or her using Klaim Insurance services.
“Complainant” means a policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer or a distribution channel
This complaint Policy is governed by The Insurance Regulatory and Development Authority of India Protection of Policyholders’ Interests Regulations, 2017
The Complaints Handling Policy is available on the Klaim Insurance Website and also internally.
Klaim Insurance’s Complaints Handling Policy is easily accessible and available to all customers, employees and partners. The policy is easy to understand and the customers get to know on how to make complaints and get them resolved.
Each complaint’s receipt is acknowledged to the complainant immediately. We strive to ensure that the complaints are handled in an efficient and effective manner. We would treat all complaints courteously and keep complainants informed of the progress of their complaint throughout the complaint-handling process.
Each complaint is addressed in an objective and unbiased manner.
We maintain complete confidentiality of the client unless expressly permitted by him or her.
All of us at Klaim Insurance, including the key management personnel, remain committed to efficient and fair resolution of complaints. We actively solicit feedback on a regular basis to keep improving our complaint handling policy.
Where a complaint is about a particular engagement or an employee with whom you are familiar, you may wish to address your complaint directly through electronic or otherwise communication with a copy to PO@klaiminsurance.com
We prefer that the complaints are made in writing so that the details of the complaint are clear and complete.
If you are not sure to whom to refer your complaint, or feel it is inappropriate to address your complaint to a member of the engagement team, please write directly to: PO@klaiminsurance.com
Please provide the following information when you are making a complaint,
A complaint shall be considered as disposed of and closed when
If you are dissatisfied with the manner in which your complaint has been handled, you have the right to ask Klaim Insurance to let you know the details of the name and address of the Ombudsman of competent jurisdiction.
If you are unhappy with your insurance company in particular:
The insurance company should resolve your complaint within a reasonable time.
Approach the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI
Make use of IRDAI's online portal - Integrated Grievance Management System (IGMS):
Send a letter to IRDAI with your complaint:
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