Introduction
LocalBima Insurance Brokers Private Limited (“The Company / LocalBima”) 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 customers’ complaints/grievances in a manner that effectively resolves the complaint to the 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. This policy 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 about avenues to escalate their complaints/grievances within the organization.
- Customers are informed about their rights to alternative remedies if they are not fully satisfied with the company’s response.
Scope & Definitions
This policy covers all complaints/grievances received from the policyholder, nominee, beneficiary, or authorized person. The company will not accept complaints from third parties without written consent from the policyholder.
Grievance / Complaint
A written expression of dissatisfaction regarding standard of service or deficiency of service from insurer or broker.
Inquiry or Request
Communications seeking information or requesting routine policy endorsements/modifications are handled via standard customer service.
Complaint Redressal Process
1Communication Channels
Grievance Officer, LocalBima, Office-119 Center Point, Vapi I.E., Valsad-369195, Gujarat
2Resolution Timelines
- All grievances will be acknowledged within 24 working hours of receipt.
- All written complaints will be addressed and resolved within 14 working days from the date of receipt.
- Grievances from walk-in customers are acknowledged immediately and logged in our system.
3Escalation Matrix
Level 1: Grievance Redressal Officer
Mr. Sujit Nair — grievance@localbima.com | Ph: +91 9427515194
Level 2: Principal Officer
Mr. Manoj Vyas — principalofficer@localbima.com
Level 3: Regulatory / External Portals
- IRDAI Bima Bharosa Portal: bimabharosa.irdai.gov.in
- Insurance Ombudsman: cioins.co.in/Complaint/Online