Customer Grievance Redressal Mechanism for Insurance Business

Introduction

OnEMI Technology Solutions Limited is a company incorporated under the provisions of the Companies Act, 2013, with Corporate Identification Number (CIN) U72900MH2016PTC282573. The company has its registered office at 10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West Mumbai 400070 Maharashtra India.

OnEMI holds a Composite Corporate Agency license, Registration No. CA0644, granted by the Insurance Regulatory and Development Authority of India (IRDAI) to carry on the business of retail and institutional distribution of the schemes of Insurance.

Purpose

The objective of this policy is to provide efficient and effective grievance redressal mechanism to policyholders, nominees and other persons claiming under policies. This policy has been formulated taking into account the following principles:

1. Complaints raised by customers are dealt with courtesy and on time
2. Customers are treated fairly at all times
3. Complete transparency is maintained with the customers
4. All complaints are dealt with efficiency and fairness
5. Customers are fully informed about avenues to escalate their complaints/grievances within the organization
6. Customers are informed about their rights to alternative remedy if they are not fully satisfied with the response of the Company to their complaints

Grievance Redressal Process

If you have a grievance that you wish to redress, you may contact us through the following escalation levels:

Level 1: Customer Service Desk and Customer Service Manager

All complaints/grievances received from various channels are catered to by the customer service desk as per the grievance redressal procedure. If the complaint is not resolved within the given TAT (Turn Around Time), the same will be escalated by the customer service desk on official e-mail to the Customer Service Manager of the Company.

Customer-Initiated Escalation:

The customer can also request the customer service desk (by using touch points like call, e-mail or Live Chat) to arrange a callback directly from the Customer Service Manager of the Company for escalating his/her issue.

Response Timeline:

• Within minimum 1 (one) hour to maximum 24 (twenty-four) hours of receipt of such request/escalation, the Customer Service Manager shall call the respective customer
• The Customer Service Manager will speak to the customer to provide a final resolution or further resolution timeline on the complaint/grievance
• In cases where the Customer Service Manager needs to co-ordinate with a particular department for resolving a complaint, he/she needs to inform the customer that he/she will get back to the customer with a final resolution or further resolution timeline in not more than 2 (two) business days

Note: If there is no response/resolution given by the Customer Service Manager within the above TAT, then the customer service desk shall escalate the case to the Grievance Redressal Officer of the Company on official e-mail for taking necessary action.

Level 2: Grievance Redressal Officer

If the customer is not satisfied with the response/resolution given by the Customer Service Manager, he/she can write directly to the Grievance Redressal Officer of the Company.

Contact Details:

Reefat Shaikh
Grievance Redressal Officer
OnEMI Technology Solutions Limited
10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070

• Email: [email protected]
• Contact Number: 08044745952

Level 3: Nodal Officer

If the grievance is not redressed by Grievance Redressal Officer within a period of 30 (thirty) days, then the customer may appeal to the Nodal Officer.

Contact Details:

Zaffar Khan
Nodal Officer
OnEMI Technology Solutions Limited
10th Floor, Tower 4, Equinox Park, LBS Marg, Kurla West, Mumbai, Maharashtra 400070

• Email: [email protected]
• Contact Number: 08044745951

Level 4: Registration of Complaints with IRDAI

Policyholders can register complaints directly with the Insurance Regulatory and Development Authority of India (IRDAI) through the following channels:

1. Bima Bharosa System (Online Portal):

• IRDAI Portal Link: https://bimabharosa.irdai.gov.in/
• Customers can register complaints themselves and monitor the status of the complaints

2. Email:

• Send complaints to: [email protected]

3. Toll-Free Numbers:

• Call: 155255 or 1800 4254 732

4. Physical Communication:

If it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:

General Manager
Insurance Regulatory and Development Authority of India (IRDAI)
Policyholder's Protection & Grievance Redressal Department – Grievance Redressal Cell
Sy.No.115/1, Financial District, Nanakramguda, Gachibowli
Hyderabad – 500 032

Review of the Policy

The policy shall be reviewed annually and any changes made in the policy shall be referred to the Board of Directors of OnEMI for approval.

Omnibus Clause

All extant and future Master Circulars/Directions/Guidelines/Guidance Notes issued by IRDAI from time to time would be the directing force for the policy of the Company and will supersede the contents of this Policy.

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Contact Information

OnEMI Technology Solutions Limited

• Email: [email protected]
• Phone: 080 44745884 / 080 62816309
• Address: Mumbai, Maharashtra

Frequently Asked Questions

What is the first step to resolve a grievance?

All complaints/grievances should first be directed to the customer service desk through available channels (call, e-mail, or Live Chat). The customer service desk will handle the complaint as per the grievance redressal procedure.

How long does the Customer Service Manager take to respond?

The Customer Service Manager will call the customer within minimum 1 hour to maximum 24 hours of receipt of the escalation request. If coordination with other departments is needed, a final resolution or timeline will be provided within 2 business days.

What should I do if I don't receive a response from the Customer Service Manager?

If there is no response/resolution from the Customer Service Manager within the specified TAT, the customer service desk will automatically escalate the case to the Grievance Redressal Officer.

How long does the Grievance Redressal Officer have to resolve my complaint?

If the grievance is not redressed by the Grievance Redressal Officer within 30 days, you may escalate to the Nodal Officer.

Can I directly contact IRDAI with my complaint?

Yes, policyholders can register complaints directly with IRDAI through the Bima Bharosa portal (https://bimabharosa.irdai.gov.in/), email ([email protected]), toll-free numbers (155255 or 1800 4254 732), or by sending physical communication to their office in Hyderabad.

What is OnEMI's insurance license registration number?

OnEMI holds a Composite Corporate Agency license, Registration No. CA0644, granted by the Insurance Regulatory and Development Authority of India (IRDAI).