GRIEVANCE REDRESSAL MECHANISM
INTRODUCTION
A Grievance Redressal Mechanism is crucial for Experiya Insurance Broker LLP to address and resolve any concerns or complaints raised by their clients and stakeholders effectively and efficiently. Experiya Insurance Broker LLP ("the Company") is committed to providing high-quality insurance brokerage services to our customers. This Grievance Redressal Policy outlines the procedures for the submission, handling, and resolution of grievances to ensure transparency, fairness, and prompt resolution.
DEFINITIONS
- Complainant: A person or entity raising a grievance or complaint.
- Grievance: Any expression of dissatisfaction, whether justified or not, from a customer or stakeholder concerning the Company's services.
OBJECTIVE
The primary objective of our grievance redressal mechanism is to ensure that all grievances are addressed promptly, fairly and with the utmost professionalism to maintain the trust and satisfaction of our clients and stakeholders.
STAGES OF GRIEVANCE REDRESSAL
Stage 1: Informal Resolution
- Clients and stakeholders are encouraged to contact their respective Relationship Manager or Customer Service Representative to resolve minor issues informally.
- The concerned staff member will acknowledge the grievance and make efforts to resolve it within seven (7) working days.
- If the issue is not resolved satisfactorily within this timeframe, the complainant may proceed to the next stage.
Stage 2: Formal Resolution
- To initiate a formal complaint, the complainant should submit a written complaint via email or postal mail to the Grievance Redressal Officer (GRO) appointed by Experiya Insurance Broker LLP.
- The GRO will acknowledge the complaint within three (3) working days and initiate an investigation.
- The GRO will make all efforts to resolve the grievance within fifteen (15) working days.
- Upon resolution, the GRO will provide a written response to the complainant.
Stage 3: Appellate Authority
- If the complainant is not satisfied with the resolution provided at Stage 2, they can escalate the matter to the Appellate Authority.
- The Appellate Authority will acknowledge the appeal within three (3) working days and conduct an independent review.
- A final response will be provided within fifteen (15) working days.
- The decision of the Appellate Authority will be considered binding and final.
CHANNELS FOR GRIEVANCE REDRESSAL
- Email: support@experiya.in
- Escalation Email: grievance@experiya.in
- Contact Number: +91-7769000095
- Postal Address: SCO-3, Sector 1, Rohtak, Haryana – 124001
CRITERIA OF LODGING A GRIEVANCE
- Full Name
- Contact Information (phone number, email address, postal address)
- Policy Number (if applicable)
- Description of the grievance
ESCALATION
If you are dissatisfied with the resolution provided at the initial stage, escalate your grievance by sending a mail at grievance@experiya.in along with the initial mail.
GRIEVANCE RECORDS
The Company will maintain records of all grievances, including details of the grievance, actions taken, and resolutions provided, in accordance with applicable laws and IRDAI regulations.
REPORTING TO REGULATORY AUTHORITIES
The Company will comply with all regulatory requirements regarding the reporting of grievances to the relevant authorities including IRDAI.
FEEDBACK AND CONTINUOUS IMPROVEMENT
We value your feedback in helping us improve our services and grievance handling process.
CONTACT US
E-Mail: support@experiya.in
Fraud Reporting: fraudinvestigation@experiya.in
Grievance: grievance@experiya.in
Contact Number: +91-7769000095
Working Days: Monday to Saturday
Working Hours: 10:00 to 18:00
Address: SCO-3, Sector 1, Rohtak, Haryana – 124001