Grievance

Grievance Resolution Policy

Ensureti Insurance Brokers Private Limited (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.

Scope:

This policy covers complaints and grievances from policyholders, nominees, beneficiaries, and authorized persons (with written consent from the policy owner). Complaints from third parties or entities like consumer forums, ombudsman offices, or courts will be handled separately by the legal team. Inquiries or requests are excluded from the policy.

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.

Process:

The process followed for addressing queries shall be:

  • 1. For any grievance, please an email to the Grievance team on ‘grievance@policynation.com’ or to our Grievance Officer Mr. Bharani D at bharani.d@policynation.com
  • 2. You can also send a written complaint to our Registered Address: Policynation, Ensureti Insurance Broking Services Pvt Ltd. KJ Aditya Towers, 3rd Floor, L-14, 4th Street, Dr VSI Estate, Phase 2, Thiruvanmiyur, Chennai 600041, India.
  • 3. The grievance will be acknowledged within 2 working days of its receipt.
  • 4. The company will make every effort to handle the matter, which may involve promptly notifying the relevant insurance company for swift resolution.
  • 5. If the decision or resolution provided by the Grievance Officer is deemed unacceptable, kindly escalate the matter to the Principal Officer of the Company at po_ensureti@policynation.com
  • 6. Should the decision or resolution offered by the Principal Officer prove unsatisfactory, the grievance can be elevated further in accordance with the process outlined by the Insurance Regulatory and Development Authority of India (IRDAI) available at the following link: https://policyholder.gov.in/how-to-make-a-complaint
  • 7. In case of no reply from the Complainant, within 2 weeks from the date any clarification was provided, the Company shall treat the Complaint as Closed.

Please note that complaints should be in writing by the policyholder or their legal heirs, with full details and contact information.

Review: This policy will be reviewed as needed.