Grievance Redressal

INTRODUCTION

Sarla Insurance Broking Private Limited (hereinafter referred as “The Company/Sarlaib”) 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 for efficient & effective grievance redressal mechanism to policyholders, nominees and other persons claiming under policies and has been 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 remedy 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 and have a Continual improvement of the customer complaint handling process through the use of various tools and information technology available for business process improvement.

SCOPE

The policy shall cover all the complaints/grievances received from the policy holder/ its nominee/beneficiary/authorized person (with the written consent of the policy owner). The company will not accept any complaint from third party agencies on behalf of the customer unless we have written consent from the policy holder. Grievances received from consumer forums, ombudsman offices or court will be dealt separately by the legal team. Inquiry or Request are not covered under this policy.

DEFINITIONS

“Complainant” means a policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against the insurer or the company “Complaints” or “Grievance” means written expression (includes a communication in the form of electronic mail or other electronic scripts), if dissatisfaction by a complainant with insurer, company or other regulated entities about an action or lack of action about the standard of service or deficiency of service of such insurer, company or other regulated entities Explanation – An inquiry or request would not fall within the definition of the complaint or grievance. An Inquiry and Request would mean the following: An “Inquiry” is defined as any communication from a customer for the primary purpose of requesting information about a company and/or its services. A “Request” is defined as any communication from a customer soliciting a service such as a change or modification in the policy

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 channel: Step 1 : Channel for communication

Email : customercare@sarlaib.com or
Letter: Grievance Officer, SNo. 218-2/P6/2P5, Kanchana Automotive Building, Nittur, UDUPI – 576103
Contact Centre : Customer can Call us on Fill in 9702060354 from 10.00 am to 7.00 pm Monday to Sunday excluding public holidays
Branch: Customers can speak to the branch head for resolution of their issues or they can guide the customer to register the complaint. There is a Branch locator option that has also been provided on our website at https://jp.sarlaib.com/contact/in case the client wants to locate the address of the nearest branch to their locality.

Step 2 : Process for addressing the queries

All grievances will be given an acknowledgment receipt within 24 working hours of the receipt of complaint.
All couriers will be answered within 14 days from the date of receipt.
All grievances from walk-in customers will be acknowledged immediately and log shall be maintained in this regard.
Based on the type of grievance the company shall exercise all efforts to resolve the same within 14 working days from the date of receipt of complaint.
Once the complaint is resolved a closure mail shall be sent to the customer with the request of rating the same.

Step 3: Escalation Matrix If a client is not satisfied with the resolution provided through various channels, the client has the option to escalate the issues to a higher level, as per the escalation matrix given underneath

Level 1: In case the customer is not satisfied with the decision or has not have received any response Within 14 working days, he/she may escalate the matter to Grievance Redressal Officer,at grievance@Sarlaib.com.
Level 2: If still not satisfied after level 1. Please escalate the matter to the Principal Officer at po@sarlaib.com
Level 3: If after having followed Level 1 and Level 2 your issue remain unsolved, you may approach The Insurance Regulatory Development Authority of India (IRDAI) at http://www.policyholder.gov.in/report.aspx#or Ombudsman at https://cioins.co.in/Complaint/Online respectively, The maximum limit for the amount under dispute for which the Ombudsman can entertain a complaint is upto Rs. 30 lakhs.

Step 4: Resolution of Grievances Sarlaib endeavors to resolve all grievances to the satisfaction of the customers. In order to ensure fair resolution for the customer, the Regulator has set conditions for treating the grievances as closed. As per IRDAI regulations, a grievance shall be considered as disposed off and resolved:

When Sarlaib has acceded to the request of the complainant fully. or
Where the complainant has indicated in writing, acceptance of the response of the company. or
Where the complainant has not responded to the Company within 8 weeks of the Company’s written response.

GRIEVANCE OFFICER AT SARLAIB BRANCHES

The branch head will be the Grievance Officer for the particular branch. Kindly visit the link https://jp.sarlaib.com/contact/ for the details of the local branches. The complaint should be made in writing, duly signed by the complainant or by his/her legal heirs, with full details of the complaint and the contact information of the complainant.

REVIEW

This policy will be reviewed as and when required.

This privacy policy applies to every user including former & current visitors and online customer/s. By visiting or/and using our website/portal/mobile application, you agree to the Sarla Insurance Brokers Private Limited Privacy Policy.

As per the privacy policy, by using and/or registering yourself on our website – www.sarlaib.com you authorize Sarla Insurance Broker Private Limited (including its representatives, affiliates, and its business partners) to contact you via email or phone call or SMS and offer you our services and products.

In addition to it, you hereby agree that you authorize Sarla Insurance Brokers to contact you for the above mentioned purposes even if you have registered yourself under DND or DNC or NCPR service(s). Your authorization, in this regard, shall be valid as long as your account is not deactivated by either you or us.

Collection of Data

Personal Identification Information

Collection of personal identification information in ways including but not limited to when you visit, register, transact, fill out a form on our website/mobile application respectively and in connection with other activities, services, features, or resources which we make available on our website/mobile application. You may be asked for, as appropriate, name, email address, mailing address, phone number. You may, however, visit our website/mobile application anonymously. We will collect personal identification information from you only if you voluntarily submit such information to us. You can always refuse to provide personal identification information, which may keep you from engaging in certain website/mobile application-related activities.

Non-Personal Identification Information

Collection of non-personal identification information whenever you interact with our website. Non-personal identification information may include the browser name, the type of computer and technical information about your means of connection to our website/mobile application, such as the operating system, the Internet service providers utilized, and other similar information.

Purposes of collection of your data

We use your information to:

Solve queries submitted by you.
Process applications submitted by you.
Anticipate and resolve problems with any services supplied to you.
Administer or otherwise carry out our obligations in relation to any agreement with our business partners.
To make our website and the services offered better. We may combine the information we get from you with information about you we get from our business partners or third parties.
Send notices, communications relevant to your use of the services offered on the website.

Security

We take complete care to protect the information collected from you by employing appropriate technical and security measure at all instances. We ensure complete protection against unauthorized/unlawful use/alteration of information and any accidental loss, destruction or damage to information by deploying multiple physical, procedural and electronic security measures.

In spite of all these measures, no electronic storage method or transmission method can be considered as completely secure and neither can we guarantee you ultimate security. It is highly recommended that even you take the responsibility of maintaining the confidentiality and security of your login, id and password and avoid disclosing these credentials to any third party.

Information Sharing and Disclosure

The information or data which you have submitted on the Sarla website/mobile application might be shared to any third party or business provider or service provider without obtaining your consent under the following situations:

If the information is required or requested by law or by any court or governmental agency/authority to disclose for identity or verification purpose. Moreover, the disclosures are made to these bodies for prevention, detection, investigation or prosecution and punishment of offences. However, the disclosures made are done in good faith and belief such that it is reasonably necessary for enforcing these Terms and Conditions for complying with the applicable laws and regulations.
Sarla proposes to share such information within its company, officers, employees for processing personal information on its behalf. We also ensure that the recipients of this information agree to process such information based on our instructions and in compliance with this Privacy Policy and any other appropriate confidentiality and security measures.
Sarla shall transfer information about you in case we are merged or acquired by another company.

Collection of cookies

Our site may use cookies to enhance your experience.

A piece of data stored on the user’s computer tied to user’s information is a cookie. Sarla might use both sessions: Persistent Cookies (used by PRP to store whether, for example, you want your password remembered or not, and other information)

Note: Cookies used on the PRP website do not contain personally identifiable information and ID cookies (wherein once you close your browser or log out, the cookie terminates and is erased).

A persistent cookie is a small text file stored on your computer’s hard drive for an extended period. Session ID cookies may be used by PRP to track user preferences while the user is visiting the website. They also help to minimize load times and save on server processing.

Links to other websites

There might be affiliates or other sites linked to Sarla Insurance website – Sarlaib.com/mobile application. Any kind of personal information that you provide to those sites is not our property. These affiliated sites may have different privacy practices and we encourage you to read their privacy policies of this website when you visit them.

Modifications/changes/Update in the privacy policy

Sarla Insurance holds the right to make changes in the policy from time to time, at its sole discretion. We may update this privacy policy to reflect changes to our information practices and encourage you to periodically review.

Acceptance of the Privacy Policy

By using Sarla Insurance website/mobile application, you accept the terms of this Privacy Policy. If you do not agree with the terms mentioned above, we request you to not use this website/portal/mobile application. Your continued use of the website/mobile application following the posting of changes to this privacy policy terms will be deemed your acceptance of the changes made.Sarla Insurance understands the significance of maintaining every user’s information privacy and is committed to maintaining the integrity, confidentiality and security of their information/data. Hence, it has in place the Privacy Policy which protects the personal information that it collects from its users.