Complaint

COMPLAINT HANDLING PROCESS

Need
Complaint?

'Complaint' or 'Grievance' means the written expression (including communication in the form of electronic mail or other electronic scripts) of the complainant's dissatisfaction with an action or lack of action regarding the service standard or insurance policy deficiency purchased by him or her using JaikaInsurance services.

Who is a
Complaint?

"Complainant" means an insurance policyholder or prospect or any beneficiary who has made a complaint or grievance against an insurer or a distribution channel.

Relevant
Complaint?

This complaint Policy is governed by The Insurance Regulatory and Development Authority of India Protection of Policyholders’ Interests Regulations, 2017.

Guiding Principles of Effective Complaints Handling

VISIBILITY

The Complaints Handling Policy is available on the JaikaInsurance Website and also internally.

ACCESSIBILITY

JaikaInsurance’s Complaints Handling Policy is easily accessible and available to all customers, employees and partners. The policy is easy to understand and the customers get to know on how to make complaints and get them resolved.

RESPONSIVENESS

Each complaint’s receipt is acknowledged to the complainant immediately. We strive to ensure that the complaints are handled in an efficient and effective manner. We would treat all complaints courteously and keep complainants informed of the progress of their complaint throughout the complaint-handling process.

OBJECTIVITY

Each complaint is addressed in an objective and unbiased manner.

CONFIDENTIALITY

We maintain complete confidentiality of the client unless expressly permitted by him or her.

How a complaint may be made?

Where a complaint involves a specific commitment or an individual with whom you are acquainted, you may wish to resolve your complaint directly by electronic or other contact to admin@JaikaInsurance.com with a copy thereof.

This is best that the allegations be submitted in writing, so that the complaint specifics are accurate and complete.

Please write directly to: admin@JaikaInsurance.com if you are not sure who to refer your complaint to, or feel it is inappropriate to submit your complaint to a member of the engagement team.

What information is required when making a complaint ?

Please Provide the following information

  • Your name and contact details
  • • Your partnership with JaikaInsurance (i.e. the essence of your loyalty to JaikaInsurance, whether you are an actual or prospective customer)
  • • Your contact person during your last engagement within JaikaInsurance
  • • The essence of the complaint (including when the complaint emerged in the conduct)
  • • Description of the employee involved at JaikaInsurance (if applicable)
  • • Copies with any relevant evidence of the complaint.

Assistance

ASSISTANCE WITH MAKING A COMPLAINT
If you need assistance in formulating or lodging a complaint, please contact customer care at customercare@JaikaInsurance.com with a copy to admin@JaikaInsurance.com.

ACKNOWLEDGEMENT OF COMPLAINTS
We are committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint. We will endeavour to resolve complaints within four weeks of receiving the complaint, but this will not be possible on all occasions. Where our review exceeds four weeks, we will contact you to inform you of the reasons for the delay, and indicate to you when we expect to be in a position to complete our review of the complaint.

YOUR RIGHTS DURING THE COMPLAINT PROCESS
You have the right to enquire as to the status of your complaint by contacting person who has been identified to you as handling your complaint.

RESPONSE TO A COMPLAINT
Once we have reviewed your complaint, we will provide you with a written response.

Making Complaint with IRDAI

If you are unhappy with your insurance company in particular:

• Approach the Grievance Redressal Officer of its branch or any other office that you deal with. Click here for mail ids of Grievance Redressal Officers, GRO, of all insurance companies

• Give your complaint in writing along with the necessary support documents

• Take a written acknowledgement of your complaint with the date. The insurance company should resolve your complaint within a reasonable time.

IN CASE IF IT IS NOT RESOLVED WITHIN 14 DAYS OR IF YOU ARE UNHAPPY WITH THEIR RESOLUTION YOU CAN:

Approach the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI

Call Toll Free Number 155255 (or) 1800 4254 732 or Send an e-mail to complaints@irda.gov.in

Send a letter to IRDAI with your complaint:
Click here to download Complaint Registration Form
Fill and send the Complaint Registration Form along with any letter or enclosures, if felt necessary, by post or courier to:

The General Manager,
Consumer Affairs Department - Grievance Redressal Cell, Insurance Regulatory and Development Authority of India
(IRDAI) Sy No. 115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad – 500032