Grievance Redressal Policy for PolicyCounter

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.

Objective

This policy establishes a fair and efficient grievance redressal mechanism for policyholders, nominees, and beneficiaries with claims under policies. It aims to:

  • Address customer complaints promptly and courteously.
  • Ensure fair and transparent treatment for all customers.
  • Resolve complaints effectively to your satisfaction.
  • Provide clear avenues for escalation within PolicyCounter.
  • Inform you of alternative dispute resolution options if unsatisfied with our response.
  • Continuously improve our customer complaint handling process.

Scope

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.

Definitions

**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.

Complaint Redressal Process

Step 1: Channels for Communication

If you have a grievance, you can contact us through the following channels:

  • Email: [Insert your support email address]
  • Online Form: (If you have a dedicated online complaint form, include the link here)
  • Phone: You can call us at [Insert phone number] (Monday-Friday, [Business Hours]).

Step 2: Addressing Your Concerns

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.

Step 3: Escalation Matrix

If you are not satisfied with the initial resolution, you can escalate your complaint through the following steps:

  • **Level 1:** If you haven't received a response or are unsatisfied with the resolution within 14 days, escalate your complaint to the Grievance Redressal Officer at [Insert Grievance Officer email address].
  • **Level 2:** If you remain unsatisfied after Level 1, escalate your complaint to the Head of Customer Service at [Insert Head of Customer Service email address].
  • **Level 3:** If you have exhausted all internal channels, you may seek external redressal from:

Step 4: Resolution of Grievances

PolicyCounter strives to resolve all grievances to your satisfaction. The regulator establishes criteria for considering a grievance closed as per IRDAI regulations: