Grievance Redressal Policy

1  Scope

1.1 This Grievance Redressal Policy (“Policy”) shall be applicable to all customers, prospective customers and any beneficiary of an insurance policy distributed by Marsh India Insurance Brokers Private Limited (“Marsh India” or “We” or “Our” or “Us”). In case You have any service concern, by way of any Grievance or Complaint, You may please reach out to Us through any of the options as discussed below in this Policy.

1.2 For the purpose of this Policy:

1. “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, distribution channels, intermediaries, insurance intermediaries or other regulated entities about an action or lack of action about the standard of service or deficiency of service of such insurer, distribution channels, intermediaries, insurance intermediaries or other regulated entities;
   
   Explanation: An inquiry or request would not fall within the definition of the “complaint” or “grievance”.
2. “Complainant” or “You” or “Your” “Yourself” means a policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer or a distribution channel.

2  Grievance Redressal Process

2.1 In case You have any Grievance, You may contact Us with the details of Your Grievance through any of the below options:

Step 1:

• Email Us at [x]; or
• Call on Our toll-free number [X] (Monday to Sunday: 10:00 AM to 7:00 PM excluding public holidays); or
• Write a letter to Us at [Address of Registered Office/Grievance Redressal Cell]; or
• Visit Our nearest branch and meet our Grievance Officer/Branch Head who will assist You to redress your Grievance/ lodge your Complaint. Click here [Marsh India may provide the link of the branch details page] to locate Our nearest branch to You.

Step 2:

• In case You are not satisfied with the decision provided at Step 1 or if You have not received any response post completion of 14 days, You may write an email to Grievance Redressal Officer - [Name of the Grievance Redressal Officer] at [x] or write a letter to Grievance Redressal Officer at [Address of Grievance Redressal Officer].
• If You are still not satisfied with the decision/resolution to the Complaint provided by Our Grievance Redressal Officer, You may approach our Principal Officer by writing an email at [x] or by writing a letter to Principal Officer at [Address of Principal Officer].

Step 3:

• If after following Step 1 and Step 2 above, Your issue remains unresolved or You are not satisfied with the resolution, You may approach the Insurance Regulatory Development Authority of India (IRDAI). You may directly lodge a Complaint through the IRDAI’s grievance redressal mechanism available on the Bima Bharosa System Portal at https://bimabharosa.irdai.gov.in/ or You can call on toll-free number 1800 4254 732/155255 or write an e-mail at [email protected]; or
• You may directly approach the Insurance Ombudsman for redressal. Find Your nearest Ombudsman office at http://www.cioins.co.in/ombudsman.

3 General

3.1 A Complaint/Grievance shall be considered as disposed of and closed on the occurrence of any of the following:

1. We have acceded to the request of the Complainant fully; or
2. Where the Complainant has indicated in writing, the acceptance of Our response; or
3. Where the Complainant has not responded to Us within 8 weeks of Our written response.

3.2 Marsh India shall duly review Your Grievance with the help of respective insurance company(ies) and shall exercise all efforts for a quick redressal.