We're here to listen and resolve.
Ensureti Insurance Broking Pvt. Ltd. (policynation.com), referred to as “The Company,” prioritizes customer service excellence as a pivotal tool for sustained business growth. The company adheres to a philosophy that aims to address and resolve customer complaints and grievances effectively, ensuring customer satisfaction.
Ensureti Insurance Broking Pvt. Ltd. (policynation.com), referred to as “The Company,” prioritizes customer service excellence as a pivotal tool for sustained business growth. The company adheres to a philosophy that aims to address and resolve customer complaints and grievances effectively, ensuring customer satisfaction.
- Fair & Transparent
- 2 Working Days Ack SLA
- Customer First
- Multi-Level Escalation
What can you raise a grievance about?
You can raise a grievance related to any of our services, including:
- Policy Purchase & Advice
- Policy Servicing (Changes, Renewals, Documents)
- Claims Support & Assistance
- Payments & Refunds
- Website / App Usage Issues
- Any Other Concern
Grievance Resolution Policy
Our clear framework to ensure all policyholder concerns are registered, handled, and resolved with utmost integrity.
Policy Coverage
Scope
This policy covers complaints and grievances from policyholders, nominees, beneficiaries, and authorized persons (with written consent from the policy owner).
Note: Complaints from third parties or entities like consumer forums, ombudsman offices, or courts will be handled separately by the legal team. Inquiries or routine requests are excluded from the grievance policy.
Standard Terminology
Definitions
Complainant
Refers to a policyholder, prospect, or any beneficiary who has filed a complaint or grievance against the insurer or the company.
Complaint or Grievance
Involves a written expression of dissatisfaction by a complainant with the actions or lack of action, standard of service, or deficiency of service by the insurer, company, or other regulated entities.
Step-by-Step Procedure
Grievance Resolution Process & Escalation Matrix
The process followed for addressing queries and resolving complaints is structured across distinct escalation levels:
Raise Grievance / Email
Send an email to grievance@policynation.com or Grievance Officer Ms. Unaiza Farheen N at unaiza.n@policynation.com.
Written Complaint Option
You may also send a written complaint with full details to our Registered Office at Chennai.
Acknowledgement
The grievance will be formally acknowledged within 2 working days of its receipt.
Insurer Coordination
The company will promptly handle the matter, including notifying the relevant insurance company for swift resolution.
Principal Officer Escalation
If the resolution provided by the Grievance Officer is unacceptable, escalate to po_ensureti@policynation.com.
IRDAI Escalation
If the Principal Officer resolution proves unsatisfactory, elevate to IRDAI via policyholder.gov.in.
Closure Timeline
In case of no reply from the Complainant within 2 weeks from clarification date, the complaint will be treated as closed.
Mandatory Requirement & Review
Important Instructions for Complainants
Please note that complaints should be in writing by the policyholder or their legal heirs, with full details and contact information.
Policy Review: This policy will be reviewed as needed.
Ensureti Insurance Broking Pvt. Ltd.
Acknowledgement within 2 working days & swift insurer coordination.
In case of no reply from the Complainant within 2 weeks from clarification date, the Company shall treat the Complaint as Closed.
Contact Grievance Redressal Team
Reach out through any of our official grievance channels below:
Email Grievance Team
grievance@policynation.comGrievance Officer: Ms. Unaiza Farheen N (unaiza.n@policynation.com)Send your complaint with complete details and policy information.
Principal Officer
po_ensureti@policynation.comLevel 2 Escalation AuthorityEscalate unresolved grievances directly to the Principal Officer.
Write to Registered Address
Ensureti Insurance Broking Pvt. Ltd.Registered & Corporate OfficeKJ Aditya Towers, 3rd Floor, L-14, 4th Street, Dr VSI Estate, Phase 2, Thiruvanmiyur, Chennai 600041, India.
Statutory Escalation
Not satisfied with our response?
If the resolution offered by the Principal Officer proves unsatisfactory, you may escalate your grievance to the Insurance Regulatory and Development Authority of India (IRDAI) or the Insurance Ombudsman.
Insurance Ombudsman
& IRDAI Grievance Channel
The Insurance Ombudsman and IRDAI provide an independent mechanism to resolve insurance disputes if grievances remain unresolved.
- IRDAI Portal: policyholder.gov.in/how-to-make-a-complaint
- Ombudsman Toll Free: 1800 103 9298 / 1800 22 424
- Ombudsman Email: ombudsman@cioins.co.in
Your trust matters to us.
We value your feedback and are committed to providing a fair, timely, and transparent resolution.
- Fair & Transparent
- 2-Day Ack Resolution
- Confidential Process
- Customer First