Policy on Redressal of Policyholder Grievances. (Version 1.1)

Transcription

1 Policy on Redressal of Policyholder Grievances (Version 1.1) 1

2 Objective At Reliance Life Insurance Company Limited (RLIC), we believe in providing the best of services to our customers and channel partners. We provide easy access to information, products and services, as well as the means to get their grievances addressed. This grievance redressal policy is famed with the objective to strengthen the policyholder servicing mechanism and to reinforce Reliance Life Insurance Company Limited (RLIC) commitment of serving our customers and aims to a. Provide a resolution to all complaints (grievances) raised by policyholders b. To make the Policyholder aware of the alternate options in the event of discontent with any response from Reliance Life Customer Touch points Following are the various touch points of RLIC through which our Customers can get in touch with us Reliance Life Insurance Branch Network 24X7 Contact Centre (toll free) / (local charges) Website - rlife.customerservice@relianceada.com Snail Mail - Reliance Life Insurance Company Limited "H" Block, 1 st Floor, Dhirubhai Ambani Knowledge City, Navi Mumbai, Maharashtra, These details are mentioned explicitly in our Policy Document and also in all our customer communications 2

3 Classification of Customer Complaints Definition of Query, Request and Complaint (Grievance): As prescribed by the Regulatory Authority (IRDA) Grievances are clearly distinguished from Queries and Requests, which do not fall within the scope of these guidelines. Query: A Query is defined as any communication from a customer for the primary purpose of requesting information about a company and/or its services. Request: A Request is defined as any communication from a customer soliciting a service such as a change, modification or cancellation in the policy. Grievance/Complaint: 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. Customer complaint classification and the required Turn Around Time (TAT) for resolving the complaints would comply with IRDA Guidelines for Grievance Redressal by Insurance Companies (Ref: 3/CA/GRV/YPB/10-11 dated Jul 27, The same are a part of this policy as enumerated in Annexure A. Grievance Redressal Procedure Our Policyholder may approach our Branch, call us at the Contact Center or write to us with their requirement / query. The receiving unit will do the preliminary check by way of asking probing questions and according to the nature of the interaction categorize the interaction into a Query, Request or Complaint and either provide the information immediately or categorize the interaction correctly, so that they may be processed by the respective service unit. 3

4 Acknowledgement of Complaint - For all Complaints recorded, the Customers are provided with a system generated Service Request number from our CRM system- For his future reference To convey that we have acknowledged his Request or Complaint. This is provided either during the interaction by the branch/contact centre, or in the event where we have received the interaction through or snail mail - through a call back or by sending an interim response/ acknowledgement to the id or to the communication address within 3 working days from the receipt of the grievance. The interim response/ acknowledgement shall contain name and designation of the officer who will deal with the grievance. details of RLIC s grievance redressal procedure and the time taken for resolution of grievance All frontline contact points use our CRM tool for recording every interaction with the Policy Holder. The CRM is helpful in - Capturing the interaction in detail. Creating a record for any future reference. c). Ensuring correct queuing of the interaction for a speedy resolution. The CRM system helps to disseminate information regarding the categories and turnaround times of the Queries, Requests and Complaints captured, as prescribed by the Regulatory Authority (IRDA). 4

5 Turnaround Time for Resolution of a Complaint: 1. In case the complaint is resolved within the said period of 3 working days, a physical response will also be sent to the complainant along with the above acknowledgement. 2. For each customer complaint classification, RLIC shall offers a resolution within the timelines provided by Insurance Regulatory Development Authority (IRDA) but not exceeding 2 weeks of receipt of complaint/ grievance and communicate the resolution in writing In Favour or Not in Favour of the complainant. 3. Where, within 2 weeks, RLIC sends the complainant a written response which offers redress or Not in Favour resolution, RLIC shall also inform the complainant, the reasons behind the decision. about how the complainant may pursue the complaint, if dissatisfied c). that non receipt of reply from policyholder/ insured within 8 weeks from the date of receipt of response by the policyholder/ insured would render the complaint as closed Closure of Complaints: A complaint shall be considered as closed when - Reliance Life Insurance has acceded to the request of the complainant fully. The complainant has indicated in writing, acceptance of the response of the insurer. c). The complainant has not responded to the insurer within 8 weeks of the company s written response. d). The Grievance Redressal Officer has certified that the company has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint. 5

6 Grievance Redressal Mechanism The Grievance Redressal Mechanism, which is approved by the Board of Directors of RLIC is displayed at our Branches, printed on the policy documents dispatched to every policyholder and published on our website and will be in effect for all Customer interactions pertaining to redressal of policyholders grievances. LEVEL - I In case you are dissatisfied with any of our services, please feel free to contact us - 24x7 Contact Centre: (Local call charges apply) & (Toll free). You can also us at rlife.customerservice@relianceada.com Or Contact the Customer Service Executive at your nearest branch of the Company Or Write to: Reliance Life Customer Care, Reliance Life Insurance Company Limited, H Block, 1st Floor, Dhirubhai Ambani Knowledge City, Navi Mumbai, Maharashtra, India. LEVEL II If your complaint is unresolved for more than 10 days Please contact our Branch Manager, who is also the Local Grievance Redressal Officer at your nearest branch. 6

7 LEVEL III If you are unhappy with the solution offered - Write to Mr. Amitabh Aich - Head of Customer Care at rlife.headcustomercare@relianceada.com or at the address mentioned above If you are still not happy with the solution offered - Write to our Grievance Redressal Officer, Sameer Karekatte Head of Legal & Compliance at rlife.gro@relianceada.com or at the address mentioned above. If the issues remain unresolved; a further reference may be made to the Insurance Ombudsman in terms of Rule 12 & 13 of the Redressal of Public Grievance Rules, 1998 Procedure for filing complaint with Ombudsman: The insurance Ombudsman may receive and consider any complaints under Rule 12 & 13 of the Redressal of Public Grievance Rules, 1998; which relates to any partial or total repudiation of claims by RLIC, any dispute in regard to premium paid or payable in terms of the policy, any dispute on the legal construction of the policies insofar as such disputes relates to claims; delay in settlement of claims and non-issue of any insurance document to customers after receipt of premium. On the above grounds, any person may himself or through his legal heirs make a complaint in writing to the insurance Ombudsman within whose jurisdiction the RLIC branch is located. The complaint shall be in writing duly signed by the complainant or through his legal heirs and shall state clearly the name and address of the complainant, the name of the branch, the fact giving rise to complaint supported by 7

8 documents, if any, the nature and extent of the loss caused to the complainant and the relief sought from the Ombudsman. However as per Provision of Rule 13(3) of the Redressal of Public Grievance Rules, 1998 the complaint to the ombudsman can be made: 1. Only if the grievance has been rejected by the Grievance Redressal Machinery of the Insurer or the complainant had not received any reply within a period of one month from date of lodgment of complaint or complainant is not satisfied with the reply given to him by the insurer. 2. The Complaint has been filed within one year from the date of rejection by the Company if it is not simultaneously under any litigation. Role of Policyholder Protection Committee With a view to addressing the various compliance issues relating to the protection of the interests of policyholders, as also relating to keeping the policyholders well informed of and educated about insurance products and complaint handling procedures, RLIC has also set up Policyholder Protection Committee which directly reports to the Board of RLIC. The Committee shall review periodically the procedures and mechanism to address complaints and grievances of policyholders including misselling by intermediaries. the status of complaints to the policyholders and shall also be responsible for ensuring compliance with the statutory requirements as laid down in the regulatory framework adequacy of disclosure of material information to the policyholders. These disclosures shall, for the present, comply with the requirements laid down by the Authority both at the point of sale and at periodic intervals. 8

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