A: The organization shall strive towards a customer service, which does not lead customer to feel aggrieved. NIBPL shall conduct its business in an open transparent and customer centric manner wherein the customer receives options, best advice and exercise its discretion to choose both the provider of the insurance and coverages. The sale & service of insurance shall lead to a satisfactory and trustworthy long term relationship.
B: If due to any unforeseeable reason, the customer feels aggrieved, NIBPL and its employee must accept that as a customer’s basic right on the matter and shall address his grievance soonest, with all seriousness and this time around must strive towards gaining confidence & satisfaction.
C: The Organization shall take adequate steps for redressal of grievances of its clients within 14 days of receipt of such complaint and keep the Authority informed about the number, nature and other particulars of the complaints received from such clients in format and manner as may be specified by the Authority.
D: A grievance shall not be handled by a person who has provided the service at the first instance, it shall be handled at a step up or his line manager – 1st level of escalation. The concerned employee can participate in addressing the issue along with line manager.
E: The grievance shall be acknowledged on the same working day or maximum the next working day.
F: The acknowledgment shall mention the time period within which the organization will revert to the customer with possible solutions or facts. This shall not be ideally longer than 7 working days.
G: If matter gets resolved at the level ‘1’, it stands closed. Due to any reason the matter does not get closed in 7 working days, it shall be escalated to level 2. Even if it was revealed that the grievance is not genuine and it cannot be resolved, it shall not be closed without escalation to level 2. It must be escalated to level 2, who will strive to address the issue and satisfy the customer and shall be the final authority to take decision on the matter in next 7 working days.
Level ‘1’ escalation – Head of Business
Level ‘2’ escalation – PO/CEO
The PO/CEO is the Grievance Manager, who will keep an eye on all reported Grievances and its satisfactory resolutions and be accountable for it.
H: If the customer has reported a matter to IRDAI/Ombudsman/Consumer Court/Civil Court and NIBPL has been intimated of the same by the respected authority, this shall be attended to at utmost priority. There shall be an immediate acknowledgement and it shall be handled at level 1 of escalation all the time and the person at the escalation level 2 is overall accountable for its resolution. The Board must be informed of this immediately and shall be kept in loop throughout the period of resolution.
I: If the matter is not getting resolved at the escalation level 2, the board must be apprised of the case which will have a final say on the matter.
J: The Board must also be informed if there is any penalty imposed, adverse court decision, ombudsman award etc. The Board apart from complying with the directive of IRDAI / Ombudsman/ Consumer court/ Civil court may also initiate action against any concerned employees and bring process / procedural changes so as to avoid recurrence of the case.
