Shriram 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.

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

The company's service strategy is to enable the customer to avail the services through multiple avenues. The avenues available to the customer are:

Shriram general insurance co. Ltd. (in partnership with sanlam, south africa) e-8, epip, riico industrial area, sitapura, jaipur - 302022 (raj.)

Customer help desk- Toll free: 1800-300-30000

Fax:- fax no: 0141-2770692, 2770693

Toll free number: 1800 3003 0000/ 1800 180 3009

Website: www.Shriramgi.com

Customer can leave his contact details online - http://www.Shriramgi.com/contactus.aspx

Customer also has the option to visit the nearest Shriram general insurance branch.

 

Shriram general insurance company limited has put in place a mechanism administered by the complaints / grievance Co-ordinator who can be reached at the registered office at the address mentioned herein below:

Contact person: hemant kumar sharma,

Chief grievance officer

Contact address: shriram general insurance co. Ltd. E-8, epip, riico industrial area, sitapura, jaipur - 302022

Contact no.: 91-0141-3928400, 1800-180-7474,1800-300-30000

E-mail id: md@shriramgi.com, Hemantkumar.Sharma@shriramgi.com

Fax no.: 91-141-2770693

Customized grievance settlement machinery: in case, the customer is not satisfied with the decision Taken by the office in respect of a service, he/she can appeal against the decision in the following manner:

(a) if not satisfied with the decision Taken by the dealing officer, can appeal to the branch manager.

(b) in case not satisfied with the Reply given by the branch manager, Matter may be brought to the notice of grievance cell, ho, headed by chief grievance officer who is directly under the control of the policyholder protection committee.

You can also reach the insurance company by email or register their complaints on the website of the company. You may please take note that in case you are not satisfied with the complaint redressal procedure or complaint /resolution from the company, you can approach the insurance ombudsman located in your region. The time-frames to be adopted in handling grievances are as under:

(a). The company shall send a written acknowledgement to a complainant within 3 working days of the receipt of the grievance.

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

(c). It shall also contain the details of the insurer's grievance redressal procedure and the time taken for resolution of disputes.

(d). If company resolves the complaint within 3 days, it may communicate the resolution along with the acknowledgement.

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

(g). Where, within 2 weeks, the company sends the complainant a written response which offers redress or rejects the complaint and gives reasons for doing so,

(h). The company shall inform the complainant about how he/she may pursue the Complaint, if dissatisfied.

(i). The company will regard the complaint as closed if it does not receive a reply within 8 weeks from the date of receipt of Response by the insured/policyholder.

In Case the issue is not resolved or there is no response from the insurance company or the chief grievance officer then the customer may approach irda - insurance regulator development authority or ombudsman for further clarification

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/ Policy holder 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

Objective of the grievance redressal:

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