The organization shall strive towards a customer service approach that prevents customers from feeling aggrieved. Policies 365 shall conduct its business in an open, transparent, and customer-centric manner, wherein the customer receives options, best advice, and exercises discretion to choose both the provider of insurance and coverages. The sale & service of insurance shall lead to a satisfactory and trustworthy long-term relationship.
If, due to any unforeseeable reason, the customer feels aggrieved, Policies 365 and its employees must accept this as a customer’s basic right and address the grievance as quickly as possible with full commitment, striving to restore confidence and satisfaction.
The organization shall take adequate steps for redressal of grievances of its clients within 14 days of receiving such complaints and will keep the Authority informed about the number, nature, and particulars of complaints received from clients, in a format and manner as specified by the Authority.
A grievance shall not be handled by the person who provided the service initially; instead, it will be managed by their line manager or a step-up - the 1st level of escalation. The concerned employee may participate in addressing the issue along with the line manager.
The grievance shall be acknowledged on the same working day or at the latest by the next working day.
The acknowledgment shall mention the time period within which the organization will respond to the customer with possible solutions or relevant information, ideally not exceeding 7 working days.
If the matter is resolved at level ‘1,’ it stands closed. If, for any reason, it remains unresolved within 7 working days, it shall escalate to level 2. Even if the grievance is deemed non-genuine and cannot be resolved, it must be escalated to level 2, where efforts will be made to address the issue and satisfy the customer. This level is the final authority for a decision on the matter within the next 7 working days. Level ‘1’ escalation – Head of Business
Level ‘2’ escalation – PO/CEO
The PO/CEO serves as the Grievance Manager, overseeing all reported grievances and their resolutions, ensuring accountability.
If a customer escalates the matter to the IRDAI/Ombudsman/Consumer Court/Civil Court and Policies 365 is notified, the issue shall be attended to as a priority. Immediate acknowledgment is required, with management at level 1 of escalation, while level 2 escalation remains accountable for resolution. The Board shall be informed immediately and kept in the loop until resolution.
If the matter remains unresolved at escalation level 2, the Board will be informed to make a final decision on the matter.
The Board must also be notified of any penalties, adverse court decisions, ombudsman awards, etc. Beyond complying with the directives of IRDAI/Ombudsman/Consumer Court/Civil Court, the Board may also initiate action against relevant employees and implement process or procedural changes to prevent recurrence.