PolicyCounter is committed to providing exceptional customer service. We believe in resolving customer complaints promptly and effectively to ensure your satisfaction. This policy outlines the process for filing and resolving grievances with PolicyCounter.
This policy establishes a fair and efficient grievance redressal mechanism for policyholders, nominees, and beneficiaries with claims under policies. It aims to:
This policy covers complaints received from policyholders, nominees, beneficiaries, or authorized representatives (with written consent from the policyholder). We will not accept complaints from third parties or agencies unless authorized by the policyholder.
Grievances received from consumer forums, ombudsman offices, or courts will be handled by our legal team through a separate process.
This policy does not cover inquiries or requests for information or service changes.
**Complainant:** A policyholder, nominee, beneficiary, or someone authorized by the policyholder who has filed a complaint against PolicyCounter.
**Complaint/Grievance:** A written expression (including email or electronic communication) of dissatisfaction with PolicyCounter's actions or lack of action regarding service standards or service deficiencies.
If you have a grievance, you can contact us through the following channels:
We will acknowledge receipt of your complaint within 24 business hours.
We will aim to resolve your complaint within 14 business days from receipt.
Upon resolution, you will receive a closure notification along with a request to rate your experience.
If you are not satisfied with the initial resolution, you can escalate your complaint through the following steps:
PolicyCounter strives to resolve all grievances to your satisfaction. The regulator establishes criteria for considering a grievance closed as per IRDAI regulations: