Grievance Redressal

Introduction

Turtlemint Insurance Broking Services Private Limited (TIB), is concerned about the complaint/grievance of their clients and therefore there is an urgent need to lay down procedures for redressal of complaints.

Objectives

This grievance redressal policy aims at prompt redressal of customer grievances and to revive the process gap through root cause analysis in order to bring efficiency and transparency in the system.

Our focus on quality and business shall be aligned towards continuous improvement of various processes. In this regard customer feedback shall be one of the inputs for business process improvement.

Acknowledge that our quality and business objectives are closely aligned, with a focus on continuously improving the customer complaint handling process by leveraging various tools and information technology to enhance business processes.

Scope

To ensure that the company’s grievance redressal mechanism is more meaningful and effective, a system / process has been designed. Such a system would ensure that the redressal provided is just and fair and is permissible within the given framework of the rules and regulations. This grievance redressal would be made available at all branch offices of the company. The concerned employees in the respective branch offices shall be made aware of the complaints/ grievance handling process.

Definitions

• “Complaint” or “Grievance” means written expression (includes communication in the form of electronic mail or voice based electronic scripts) of dissatisfaction by a complainant with respect to solicitation or sale or purchase of an insurance policy or related services by insurer and /or by distribution channel.
  Explanation: An inquiry or service request would not fall within the definition of the “complaint” or “grievance”.
• “Prospect” means any person who is a potential customer and likely to enter into an insurance contract either directly with the insurer or through the distribution channel involved.
• “Complainant” means a policyholder or prospect or nominee or assignee or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer and /or distribution channel.

Process

• The process followed for addressing Grievance shall be:
  • Sending an email to the Grievance team, on ‘Complaints@turtlemint.com‘ or to our Grievance Officer Mr. Jagdeepsingh Lugani on grievanceofficer@turtlemint.com
  • Writing to Turtlemint Insurance Broking Services Pvt Ltd. The ORB – Sahar, 4B, 1st Floor, A Wing, Marol Village, Andheri (East), Mumbai – 400 099, Maharashtra, India
  • By visiting the nearest branch office
  • Call our toll-free number 1800-266-0101.
• You can also register the complaint online at IRDAl’s Bima Bharosa by visiting the below link: https://bimabharosa.irdai.gov.in/
• TIB will acknowledge your grievance immediately on itsreceipt. The company shall exercise all efforts to address it, including intimation to the respective Insurance company for a quick redressal.
• TIB will share with you the response/resolution shared by the insurer
• If the decision/resolution provided is not acceptable, you may:
  • Send an email to the Principal Officer of the Company at po_turtlemintinsurance@turtlemint.com.
  • If you are not satisfied with the resolution provided by the Insurer and if the claim amount is up to Rs. 50 lakhs then you can escalate the unresolved/partially resolved complaints to Insurance Ombudsman of concerned 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, giving complete details.
• Details such as the name and address of the Insurance Ombudsman of competent jurisdiction shall also be available in the policy document.

In case of no reply from the complainant, within 2 weeks from the date of any clarification/requirements, the company shall treat the complaint as ‘Closed’.