Finzoomers Services Private Limited (“Company/We”) believes that customer service is crucial for business growth. We aim to ensure that customers receive the best possible experience when using our services. Our grievance redressal system is designed to acknowledge, assess, and resolve all customer grievances in real-time, making our redressal method more effective and meaningful. We will try our best to have your complaints/queries resolved in an appropriate manner within the given framework of rules and regulations, but the final resolution shall only be provided by respective insurance partners
OBJECTIVE
The objective of this policy is to ensure that customer complaints and grievances are handled effectively, fairly, and transparently. We aim to ensure that customers are fully aware of their rights and informed of avenues to escalate their complaints within the organization
We strive to ensure that customers are fully aware of their rights and fully informed of avenues to escalate their complaints / grievances within the organization
General Definitions
a. “Complaint” or “Grievance”: means written expression (includes communication in the form of electronic mail or other electronic scripts), of dissatisfaction by a complainant with insurer, company or other regulated entities about an action or lack of action about the standard of service or deficiency of service of such insurer, company or other regulated entities
Please note that: An inquiry or request would not fall within the definition of the complaint or grievance. An Inquiry and Request would mean the following:
“Inquiry”: An Inquiry is defined as any communication from customer for the primary purpose of requesting information about a company and/or its service
“Request”: A “Request” is defined as any communication from a customer soliciting a service such as a change or modification in the policy
b. “Complainant/s”: Refers to the policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer or a distribution channel
Grievance Redressal Mechanism
This policy shall cover all the complaints/grievances received from the policy holder/ its nominee / authorized person (with the written consent of the policy holder).
Lodging of Complaint:
If you have a grievance that you wish to redress, you may contact us with the details of your grievance through below mentioned channel of communication:
Channel for communication
Please note that it shall be the primary responsibility of customers to ensure that they quote their registered email id/ registered contact no. complaint reference no. in every correspondence with the Company regarding their complaint. The Company shall neither entertain any anonymous complaint, nor it shall entertain any complaint from third parties unless and until we have received any written approval from the concerned user
Grievances received from consumer forums, ombudsman office or court will be dealt with separately by the legal team. Inquiry or Request are not covered under this policy.
Acknowledgment of Complaint
Resolution of Complaint
The team will review and investigate the complaint and resolution shall be provided within 14 working days from the date of receipt of the complaint. If additional time is required, the complainant will be informed of the reasons for the delay and the expected time for resolution
Escalation of Complaints
If the complainant is not satisfied with the resolution provided, the complaint can be escalated to the next level of management. The escalation matrix will be as follows:
Level 1: In case the customer is not satisfied with the decision or not have received any response within 14 working days, he/she may escalate the matter to Grievance Redressal Officer, Ms. Aayushi Agarwal at the following email address: grievanceofficer@finzoomers.in
Level 2: If still not satisfied after level 1. You may escalate the matter to the Principal Officer of the Company at po@finzoomers.in
Level 3: If after having followed Level 1 and Level 2 your issue remains unsolved, you may approach to Insurance Regulatory and Development Authority Ombudsman https://www.cioins.co.in/Ombudsman
Closure of Complaint:
Company endeavors to resolve all grievances to the satisfaction of the customers. To ensure fair resolution for the customer, the Regulator has set certain conditions for considering the grievances as closed
As per IRDAI regulations, a grievance shall be considered as disposed off and resolved:
a. The Company has acceded to the request of the complainant fully, or
b. Where the complainant has indicated in writing, acceptance of the response of the insurer, or
c. Where the complainant has not responded to the insurer within 8 weeks of the insurer’s written response.
Please note that while the Company will do everything possible to assist customers in obtaining the desired resolution, the final decision shall rest with the respective Insurance Companies
Record Keeping
All the records pertaining to complaint received by us shall be recorded in our internal system along with the redressal/ decision provided.
REVIEW
This policy shall be reviewed as and when need arises or as per the regulatory requirements.
The Policy would be available on the Company’s website.