Complaint Handling Process

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Introduction

  • What is a complaint?

    “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.

  • Who is a complainant?

    “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

  • Relevant Regulations

    This complaint Policy is governed by The Insurance Regulatory and Development Authority of India Protection of Policyholders’ Interests Regulations, 2017

Guiding principles of effective complaints handling

Visibility

The Complaints Handling Policy is available on the Klaim Insurance Website and also internally.

Accessibility

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.

Responsiveness

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.

Objectivity

Each complaint is addressed in an objective and unbiased manner.

Confidentiality

We maintain complete confidentiality of the client unless expressly permitted by him or her.

Customer focused approach

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.

How a complaint may be made

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

What information is required when making a complaint?

Please provide the following information when you are making a complaint,

  • Your name and contact details
  • Your relationship with Klaim Insurance (i.e. the nature of your engagement with Klaim Insurance, if you are a prospective or existing customer)
  • Your contact person within Klaim Insurance during your last engagement
  • The nature of the complaint (including when the conduct giving rise to the complaint occurred)
  • Details of the Klaim Insurance employee involved (if applicable)
  • Copies of any documentation supporting the complaint.

Closure of Complaint

A complaint shall be considered as disposed of and closed when

  • The insurer has acceded to the request of the complainant fully (or)
  • Where the complainant has indicated in writing, acceptance of the response of the insurer. (or)
  • Where the complainant has not responded to the insurer within 8 weeks of the insurer’s written response.

Further Action

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.

Making Complaint with IRDAI

If you are unhappy with your insurance company in particular:

  • Approach the Grievance Redressal Officer of its branch or any other office that you deal with. Click here for mail ids of Grievance Redressal Officers, GRO, of all insurance companies
  • Give your complaint in writing along with the necessary support documents
  • Take a written acknowledgment of your complaint with the date.

The insurance company should resolve your complaint within a reasonable time.

In case if it is not resolved within 15 days or if you are unhappy with their resolution you can:

  • 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:

    • Click here to download Complaint Registration Form
    • Fill and send the Complaint Registration Form along with any letter or enclosures, if felt necessary, by post or courier to:
      1. The General Manager,
      2. Consumer Affairs Department - Grievance Redressal Cell, Insurance Regulatory and Development Authority of India (IRDAI) 3-5-817/818, United India Towers, 9th Floor, Hyderguda, Basheerbagh, Hyderabad – 500 029

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