a). The Company will issue a written acknowledgement to a complainant within 3 working days of the receipt of the grievance.
(b)The acknowledgement will contain the name and designation of the officer who will deal with the grievance.
(c). The acknowledgement will also contain the details of the grievance redressal procedure of the company and the time required for resolution of dispute(s).
(d). For complaints which are resolved within 3 days, no separate acknowledgement shall be sent by the Company. It will be communicated along with the resolution.
(e). Where the grievance is not resolved within 3 working days, Company shall resolve the grievance within 2 weeks of its receipt and send a final letter of resolution.
(f). Within 2 weeks, the company will send the complainant a written response which offers redress or rejects the complaint and gives reasons for doing so..
(i) The Company will inform the complainant about how he/she may pursue the complaint, if not satisfied. Company, when the complaint of customer/policyholder has not been acceded to, will write to complainant that he may approach Claims Review Committee of the Company (in respect of repudiated Death Claims) or Office of the Ombudsman for redressal of the complaint.
(ii). The Company shall inform that it will regard the complaint as closed if it does not receive a reply within 8 weeks from the date of receipt of response by the insured /policyholder.
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