Introduction
Zanifest Insurance Broker Private Limited (hereinafter referred to as “The Company / Zanifest”) believes that excellence in customer service is the most important tool for sustained business growth. Therefore, the company follows a philosophy of providing resolution of the customers' complaint/grievance in a manner that effectively resolves the complaint to customer's satisfaction.
Objective
The objective of this policy is to provide an efficient and effective grievance redressal mechanism to policyholders, nominees, and other persons claiming under policies, formulated taking into account the following:
- Complaints raised by customers are dealt with courtesy and on time.
- Customers are treated fairly at all times.
- Complete transparency is maintained with the customers.
- All complaints are dealt with efficiently and fairly.
- Customers are fully informed of avenues to escalate their complaints / grievances within the organization.
- Customers are informed of their rights to alternative remedies if they are not fully satisfied with the response of the Company to their complaints.
- Recognize that our quality and business goals go hand in hand, driving continual improvement of the customer complaint handling process through available business process tools and information technology.
Scope
The policy shall cover all complaints/grievances received from the policyholder, nominee, beneficiary, or authorized person (with written consent of the policy owner). The company will not accept any complaint from third-party agencies on behalf of the customer unless supported by written consent from the policyholder.
Grievances received from consumer forums, the insurance ombudsman office, or courts will be dealt with separately by the legal team.
Inquiries or requests are not covered under this policy.
Definitions
“Complainant” means a policyholder, prospect, or beneficiary of an insurance policy who has filed a complaint or grievance against the insurer or the company.
“Complaints” or “Grievance” means a written expression (including electronic mail or electronic scripts) of dissatisfaction by a complainant with the insurer, company, or other regulated entities about an action, lack of action, or deficiency of service.
Explanation: An Inquiry (requesting information about the company or services) or a Request (soliciting a service change or policy modification) does not fall under the definition of a complaint or grievance.
Complaint Redressal Process
If you have a grievance that you wish to redress, you may contact us with the details of your grievance through any of the following channels:
Step 1: Channels for Communication
Email: support@zanifestinsurance.com
Phone: 01762-496934
Postal Address: Grievance Redressal Officer, Zanifest Insurance Broker Private Limited, SCF No. 8, First Floor, Old Ambala Road, Gazipur, Zirakpur, Mohali, Punjab — 140603
Website: https://zanifestinsurance.com
Step 2: Process for Addressing Queries
- All grievances will be issued an acknowledgment receipt within 24 working hours of receipt.
- Written letters or postal queries will be responded to within 14 days from receipt.
- Walk-in customer grievances will be acknowledged immediately, and an entry logged in our grievance register.
- Based on the nature of the grievance, Zanifest will exercise all efforts to resolve the issue within 14 days of receipt.
- Upon resolution, a formal closure communication will be sent to the customer along with a request for rating the service.
Step 3: Escalation Matrix
Level 1: If you do not receive a response within 14 working days, or are dissatisfied with the response, you may escalate the matter to the Grievance Redressal Officer at support@zanifestinsurance.com.
Level 2: If still not satisfied after Level 1, please escalate the matter to the Principal Officer at mandeep.rathee@zanifestinsurance.com.
Level 3: If your grievance remains unresolved after Level 1 and Level 2, you may approach the IRDAI Bima Bharosa Portal at https://www.bimabharosa.irdai.gov.in or the Insurance Ombudsman at https://cioins.co.in/Complaint/Online (maximum dispute limit entertained by the Ombudsman is up to ₹30 Lakhs).
Step 4: Resolution Criteria
As per IRDAI guidelines, a grievance shall be considered disposed of and resolved when:
- Zanifest has fully acceded to the request of the complainant; or
- The complainant has indicated acceptance of the Company's response in writing; or
- The complainant has not responded to the Company within 8 weeks of the written response.
Review
This policy will be reviewed periodically as and when required in accordance with regulatory guidelines.
