GRIEVANCE REDRESSAL POLICY

Timely redressal of grievances is crucial for enhancing customer confidence in the insurance industry. The grievance redressal mechanism and compliance requirements for insurers are stipulated in the IRDAI (Protection of Policyholders’ Interests, Operations and Allied Matters of Insurers) Regulations, 2024, alongside the IRDAI Master Circular on Operations and Allied Matters of Insurers 2024.

In response, Go Digit Life Insurance Limited has decided to establish an effective and robust grievance redressal system. This shall include enabling online submission of grievances, establishing mechanisms to register all grievances received through various channels such as the call Centre of Go Digit Life Insurance Limited, and implementing Internal Ombudsman Schemes. Go Digit Life Insurance Limited shall also undertake extensive publicity of these arrangements.

In light of the aforementioned statutory provisions and obligations, this policy has been formulated. 

The Company shall: 

4.1 have an appropriate system, including IT systems, and a procedure for receiving, registering and disposing of grievances in each of its offices. The Company shall publicize its grievance redressal procedure and ensure that it is specifically made available on its website;

4.2  have in place robust procedures and effective mechanisms to resolve grievances of policyholders and/ or claimants efficiently, effectively and in a timely manner;

4.3 not prohibit, bar or discourage any policyholder or claimant from lodging any grievance to the Authority; 

4.4 establish adequate Grievance Redressal Procedure in accordance with the prevalent regulatory prescriptions;

4.5 publish the availability of option to the complainant for taking up grievance with Insurance Ombudsman, in case the grievance is not resolved to the satisfaction of the complainant.  

5.1 The Company shall establish and maintain a centralized complaint process and complaint handling process aimed at achieving "Total Customer Satisfaction." This centralized system will ensure that all customer complaints, regardless of their nature or origin, are efficiently managed and resolved to the satisfaction of the complainant. By centralizing this process, the Company aims to streamline communication channels, minimize response times, and enhance overall customer experience.

5.2 The Company shall Utilize advanced technology to facilitate grievance redressal swiftly and effectively. The Company shall implement robust processes and procedures to ensure that complaints are addressed within specified turnaround times. This includes leveraging automated systems for complaint tracking, escalation, and resolution  

5.3 The complaint handling process shall acknowledge and address all types of complaints, whether they pertain to employee conduct, distribution channels, or issues related to the services or products of the Company. This inclusive approach ensures that every complaint is duly considered and resolved in accordance with established protocols and regulatory requirements

5.4 The complaint handling process shall enable comprehensive root-cause analysis to identify and address the underlying factors contributing to recurrent issues.

5.5 The Company shall make sure that the handling process is designed to progressively minimize grievances and achieve "zero grievances." The Process shall include adopting consumer-friendly practices, enhancing transparency in complaint handling procedures, and empowering customers through accessible and responsive grievance resolution mechanisms.

6.1 The Company shall implement a system to regularly gather customer feedback, especially after resolving grievances. This feedback should cover policyholders' experiences with the grievance redressal process and their satisfaction levels. 

6.2 The Company shall include contact details of relevant Insurance Ombudsmen in its resolution communications, allowing policyholders to escalate complaints if they are dissatisfied with the grievance resolution by the Company. 

6.3 The Company shall integrate its grievance portal with the Bima Bharosa portal to enable policyholders to register and track grievances online. The system shall include real-time mirroring to ensure synchronization of its grievance database with Bima Bharosa. 

6.4 The Company shall record grievances received from prospects and policyholders through various channels (such as telephone calls, emails, physical posts, in-person complaints) on the Bima Bharosa platform.  

6.5 The Company shall appoint a designated officer at every business location to handle grievances, along with a clear internal escalation matrix for unresolved complaints. Details of the grievance redressal mechanism shall be prominently displayed on the website of the Company and in all its offices. 

6.6 The Company shall prominently display the name, address, and contact details of the Insurance Ombudsman within the jurisdiction of each of their office. 

This Policy will be reviewed annually by the PPGR&CM committee and the Board and any modifications or improvements will be accordingly incorporated.The Managing Director and CEO of the Company is authorized to make changes in the foregoing policy as may be required from time to time, which shall be presented to the Board at its subsequent meeting for approval / ratification.

Any requirement under the law, to the extent applicable to the Company, that needs to be covered under the policy or any changes in the applicable laws, to the extent applicable, shall be deemed to be incorporated into this policy automatically. The Policy, along with changes, if any, shall be reviewed by the Board of Directors on annual basis.