Page 18 - Life Insurance Today February 2018

systems and a procedure for receiving, 5. Closure of complaint/grievance:
registering and disposing of grievances in each of i. A complaint shall be considered as disposed of
its offices. Every insurer shall publicize its and closed when
grievance redressal procedure and ensure that it a. The insurer has acceded to the request of
is specifically made available on its website. the complainant fully
ii. All insurers shall necessarily form part of the (or)
Integrated Grievance Management System b. Where the complainant has indicated in
(IGMS) put in place by the Authority to facilitate writing, acceptance of the response of the
the registering/ tracking of complaint on-line by insurer.
the policyholders. The Insurer’s system, shall
involve, mirroring of the Grievance database, of (or)
Insurers with IGMS and shall also facilitate c. Where the complainant has not responded
analysis of complaints, mitigation, improvement to the insurer within 8 weeks of the
of processes and system, through constant insurer’s written response.
review. ii. Where the grievance is not resolved in favour of
iii. Insurers shall also have in place system to receive the policyholder or partially resolved in favour of
and deal with all kinds of calls including voice/e- the policyholder, the insurer shall inform the
mail, relating to grievances, from prospects and complainant of the option to take up the matter
policyholders. The system shall enable and before insurance ombudsman giving details of
facilitate the required interfacing with the the name and address of the Ombudsman of
Authority’s system of handling calls/e-mails competent jurisdiction.
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18 February 2018 Life Insurance Today

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