Bajaj Allianz

Definition

A "Grievance/Complaint" is defined as any communication that expresses dissatisfaction about an

action or lack of action, about the standard of service/deficiency of service of company and or any
intermediary or asks for remedial action.

Process of receiving grievances

Bajaj Allianz believes in providing prompt and efficient handling of customer complaints to this effect
the following is implemented.
1. Channels for complaints
a. Customer Care Centre: 24X7 120 seater call center with 4 toll free lines from each
different provider; where their complaints can be resolved by our Customer Care Executives.
IVR implementation also tracks customers who could not speak with our customer care
executive
b. Branch: Customers can approach any branch for resolution of their complaints
c. E-mail: Customers can e-mail their complaints to irda.nonlifecomplaints@bajajallianz.co.in
d. Letters: Customers can also write to us; name & address given on every policy document.
2. Complaints from customer are dealt in a timely fashion and response is given to each and
every complaint.
3. Customers are provided information on escalation within the organization if they are not
satisfied with the response of the customer service officer.
4. After all escalations the customer may also want to write to our CEO.
5. Information on the Insurance Ombudsman is also provided should this be required by the
customer.
6. We endeavour to close all complaints within 10 working days.

Registering: Monitoring & Reporting

1. I-Track tool is used to register all complaints; transcript stored; voice logging; customer care
officer allocated to resolve and track each complaint.
2. MIS on all outstanding open complaints are tracked and placed daily to Head of Operations and
weekly to the CEO
3. Escalation complaints are specifically tracked for response and closure

Escalation Matrix

In case you are not satisfied with the decision of the above office, or have not received any response
within 10 days, you may contact the following Grievance Redressal Officer of the Company for
resolution:

1) First Escalation Mr. Shyam Yadav, Head - Grievance Redressal, 3rd Floor, Bajaj Finserv,
Survey No: 208/1-B Behind Weik Field IT Park, Viman Nagar, Pune - 411014 Tel.No: (+91
20)30514724. Fax: (+9120) 40111502 Email ID: shvam.vadav@baiaiallianz.co.in
2) Second Escalation Mr. Pawan Mahajan, Head - Customer Service & Grievance Redressal
Officer, 3rd Floor, Bajaj Finserv, Survey No: 208/1-B Behind Weik Field IT Park, Viman Nagar,
 Pune -411014 Tel.No: (+91 20) 30514749. Fax (+91 20) 40111502 Email ID:
pawan.mahaian@baiaiallianz.co.in
3) The customer may, on being dissatisfied with the response provided by the Grievance
Redressal Officer or do not receive any response on their complaint or enquiry, write to the
Chief Executive Officer (CEO) of the Company.
4) In case you are not satisfied with the decision/resolution of the Company, you may approach
the Insurance Ombudsman if your grievance pertains to: - Insurance claim that has been
rejected or dispute of a claim on legal construction of the policy - Delay in settlement of
claim - Dispute with regard to premium - Non-receipt of your insurance document
5) The complaint should be made in writing duly signed by the complainant or by his legal
heirs with full details of the complaint and the contact information of complainant.

Service Recovery

Complaints are analysed to find root cause and measures are taken to reduce / mitigate cause for
complaint. Examples are:

a. Address verification started at the policy login stage to ensure maximum delivery of policy bonds.
b. All documentation, including proposal form; BI; address; age proofs; AML submitted by the
customer is printed on the back of the policy to reduce mis selling complaints.

c. Policy Welcome letter / Renewal letter is being printed in multiple languages (vernacular) to
ensure we are able to reach maximum of our customer base.

d. Communication to customers with contact details of the Customer Focus Unit (CFU) in all
communications.
 Aviva Life Insurance

Definition

A “Grievance/Complaint” is defined as any communication that expresses dissatisfaction about an

action or lack of action, about the standard of service/deficiency of service of an insurance company
and/or any intermediary or asks for remedial action.

Grievance Redressal Procedure:

Aviva has a system and a procedure for receiving, registering and disposing of grievances in each of
its offices. Company ensures that the following minimum time-frames are adopted:

(a) It is mandatory to send a written acknowledgement to a complainant within 3 working days of

the receipt of the grievance.

(b) The acknowledgement contains the name and designation of the officer who will deal with the
grievance.

(c). It contains the details of the insurer’s grievance redressal procedure and the time taken for
resolution of disputes.

(d). Where the complaint gets resolved within 3 days, the resolution is communicated along with the
acknowledgement.

(e). Where the grievance is not resolved within 3 working days, it is mandatory to resolve the
grievance within 2 weeks of its receipt and send a final letter of resolution.

(f). Within 2 weeks, we send the complainant a written response which offers redress or rejects the
complaint and gives reasons for doing so.

(g). we inform the complainant about how he/she may pursue the complaint, if dissatisfied.

(h) We inform the complainant that we will regard the complaint as closed I we do not receive a
reply within 8 weeks from the receipt of response by the insured/policyholder.

(i) Grievance Redressal Procedure is also publicized on the company’s website i.e.
www.avivaindia.com for easy approach by the customers.

5x7 Complaints management system:

This refers to media types through which a complaint can be registered i.e. eMail, Voice,Letter and
Fax. IRDA ( IGMS)

7 step processes to track the registration of the complaint, its resolution and finally elimination of
the very cause of the complaint to ensure it does not reoccur. These steps are:-
Escalation Matrix: