Bajaj allianz general insurance company has the responsibility to put in place proper procedures and effective mechanism to address complaints and grievances of policyholders including mis-selling by different intermediaries and to ensure compliance with the statutory requirements.

In case the insurance/ policyholder has any complaints/grievance regarding services, product or process of ecgc insurance, they may approach the insurance company/ grievance redressal cell at the below mentioned details.

Complaints pertaining to the sales conduct of agents, brokers and other sales intermediaries such as:-

• Mis-selling
• Mis-representation
• Rebating
• Misappropriation of funds
• Fraud
• Forgery
• Lack of service
• Theft
• Commission schemes/ sharing
• Fictitious policies

Below given are the sources where you can register your complaint/ grievance:

Toll free number: 1800 22 4500

Customer has the option to register a complaint at the link - http://119.226.14.43/ecgc/grievance/login.aspx

List of officers handling public/ staff grievance - please click on the link - http://www.ecgcindia.in/en/publicgrievancedoclibrary/grievance_officers-21_10_13.pdf

Customer also has the option to contact the ecgc company branch directly for any further clarification.

The company's service strategy is to enable the customer to avail the services through multiple avenues. The company shall have four tiers grievance redressal machinery with designated grievance officer at each level viz.

• Branch manager is the branch level grievance officer
• Regional manager is the regional level grievance officer
• General manager is the head officer level grievance officer

The principal function of branch level grievance officer would be to redress the grievance complaints received by the branch. It is expected that the grievance officers at the regional level and head office level to play a more proactive role in not only redressing grievances, but in minimizing the incidence.

The apex customer grievance committee (acgc) at ho

Acgc is a committee constituted under the chairmanship of the chairman - cum - managing director and comprising of such members as may be provided from time to time.

The grievance redressal procedure/ system: irda stipulates a maximum time limit of 15 days for disposal of a customer grievance.

If the channels above have still not met your expectations, you may approach the insurance ombudsman or irda for further clarification:

Idra grievance details:

Irda grievance call centre (igcc)Toll free no : 155255

Email id:complaints@irda.gov.in

You can also register your complaint online athttp://igms.irda.gov.in

Address for communication for complaints by fax/paper:

Consumer affairs department

Insurance regulatory and development authority

9th floor, united india towers, basheerbagh

Hyderabad - 500 029, telangana

Fax no: 91- 40 - 6678 9768

In case the insured/ policyholder is not satisfied with decision/ resolution of the company, they may approach the insurance ombudsman of their state or an appropriate judicial/ quasi- judicial authority having jurisdiction over the matter for redressal of your grievance.

Details related to insurance ombudsman have been provided in the policy documents.

The insured or policyholder may approach the insurance ombudsman if the grievance pertains to:

• Insurance claims 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 documents

The complaint should be made in writing and duly signed by the complainant or by his legal heirs with full details of the complaint and the contact information of complainant.

The address of the insurance ombudsman may be obtained from the following link on the internet www.irdaindia.org.in.

As per provision 13(3) of the redressal of public grievances rules 1998, the complaint to the ombudsman can be made:

• Only if the grievance has been rejected by the grievance redressal machinery of the insurer
• Within a period of one year from the date of rejection of the insurer
• If it is not simultaneously under any litigation

The objectives of the grievance redressal policy are:

1. To develop an organizational framework to promptly address and resolve customer grievances fairly and equitably
2. To provide enhanced level of customer satisfaction
3. To provide easy accessibility to the customer for an immediate grievance redressal
4. To educate the customers about their responsibilities to access benefits due under the policies
5. To ensure that the customers are treated fairly at all times
6. To identify systemic flaws in the operational functions of the organization and products suggesting corrective measures

To put in place a monitoring mechanism to oversee the functioning of the grievance redressal policy.