Grievance Redressal Policy

INTRODUCTION

In2Fin Insurance Brokers Private Limited (“In2Fin”/“bimaguide”) is concerned about the complaint/grievance of the users and/or clients.
In2Fin aims at minimising the instances of customer complaints and grievances through proper mechanism to ensure prompt redressal of customer complaints and grievances. The review mechanism is aimed at helping in identification of shortcomings in service delivery, if any, and compliance with the stipulations of IRDAI Regulations.

To ensure that the company’s grievance redressal mechanism is more meaningful and effective, a system/process has been designed to provide just and fair redressal subject to the rules and regulations of IRDAI. This grievance redressal would be made available at all regional offices/branch offices of the company. The concerned employees in the respective branch offices shall be made aware about the complaints/grievance handling process.

DEFINITIONS

“Complainant” means any person who has a grievance against an insurance company or insurance broker, as the case maybe make a complaint in writing by himself or through his legal heirs, nominee or assignee against the insurer or the company.

“Complaint” or “Grievance” means written expression (includes communication in the form of electronic mail or other electronic scripts), of dissatisfaction by a complainant with insurer, distribution channels, intermediaries, insurance intermediaries or other regulated entities about an action or lack of action about the standard of service or deficiency of service of such insurer, distribution channels, intermediaries, insurance intermediaries or other regulated entities. 
Explanation: An inquiry or request would not fall within the definition of the “complaint” or “grievance”.

An “Inquiry” is used to refer to instances where a client/customer seeks information about a company and/or its services.

A “Request” is used to refer to instances where a client/customer solicit a service such as a change or modification in the policy.

COMPLAINT REDRESSAL PROCESS

For any compliant/grievance, please contact us with the details by sending an email to our Grievance Officer Ms Priya Galani on support@bimaguide.com.
You can also write to In2Fin Insurance Brokers Private Limited, F-84-B, Gali No. 4, Laxmi Nagar, East Delhi, Delhi- 110092.
The company shall exercise all possible efforts to address the complaint/grievance, including intimation to the respective Insurance company for quick redressal.
If the decision/resolution provided by the Grievance Officer is not satisfactory/acceptable, you may approach the Principal Officer of the Company at anuj@bimaguide.com.
If the decision/resolution provided by the Principal Officer is not satisfactory/ acceptable, the complaint/grievance may be further escalated as per the process specified by the Insurance Regulatory Development Authority of India (IRDAI) in the below mentioned link: 

https://policyholder.gov.in/integrated-grievance-management-system provided.

In case of no objection/reply from the complainant within two weeks from the date of receipt of redressal from the company, the Company shall treat the complaint/grievance as Closed.

Last updated on 09/04/2024