Policyholders can now air their grievances through this Integrated Grievances Management System (IGMS) and keep a track of the same. The insurer promises to respond to insurance complaints, raised by unhappy customers within a specified timeframe.
IGMS is a standard platform to all insurance companies for resolving policyholder grievances. It also enables all the stakeholders to analyze complaints data and make systematic changes. This new move is aimed to bring more transparency in the whole system.
As mandated by the insurance regulator, all insurance companies are required to set up infrastructure that will comply with the grievance settlement procedures.
The first private sector general insurance company licensed to operate in India, Royal Sundaram Alliance Insurance Company Limited is a joint venture between Sundaram Finance (74%) and RSA Insurance plc, UK (26%).
Royal Sundaram offers a range of non-life insurance products which includes motor insurance, health insurance, personal accident insurance, travel insurance and home insurance. The company has received ISO 9001-2008 certification for effective customer service delivery for their Accident & Health claims process. They also have a grievance cell linked with a 24x7 customer service number, website and branches.
“We at Royal Sundaram vouch for quality customer service and believe it to be the key growth driver of profitable business. Integration to the IGMS now, has our full interest, as we view customer grievances as an opportunity to bring operations and management practices in line with our philosophy of customer service brilliance. Company’s advancement will allow it to service wider audiences,” said Ajay Bimbhet, Managing Director of Royal Sundaram.