Background
At PhonePe Insurance Broking Services, we are committed to delivering a seamless, transparent, and satisfactory experience to all our customers. While we strive to resolve all concerns proactively, we recognize that issues may occasionally arise.
We recommend you to carefully go through our in-app support and self-help resources available on the PhonePe Insurance app. For queries and concerns that are not addressed through the help pages, you can contact our customer support team through the PhonePe Insurance App or phone. In rare circumstances where, owing to various human, network or system errors, some issues arise requiring a more focused and customised redressal, customers may refer to this Grievance Redressal Policy.
Definitions
Grievance/ Complaint: “Complaint” or “Grievance” means written expression (includes communication in the form of electronic mail or voice based electronic scripts) of dissatisfaction by a complainant with respect to solicitation or sale or purchase of an insurance policy or related services by insurer and /or by distribution channel.
An inquiry or service request would not fall within the definition of the “complaint” or “grievance”.
“Complainant” means a policyholder or prospect or nominee or assignee or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer and /or distribution channel.
Scope
This policy outlines the structured process available to customers for raising and resolving complaints relating to various insurance products offered through the PhonePe platform. The customers are requested to follow the escalation structure to ensure timely redressal of their issues. Customers can escalate an issue to the next level if it has not been resolved within the specified time or if they are not satisfied with the resolution provided by the preceding level.
Service Levels
Grievance or complaints can be raised directly with the insurance service providers or with PhonePe Insurance Broking Services. Complainants can follow the below mentioned escalation process for redressal.
Level 1 – Customer Support
- You can raise your grievance with PhonePe Insurance Customer Support by selecting the respective insurance transaction from the “History” section on the PhonePe app and tapping “Contact PhonePe Support”.
- You can also raise a grievance request with PhonePe Insurance Customer Support by tapping the (?) icon on the home page of the PhonePe App.
- Alternatively, you can raise your grievance request by calling our Insurance customer support on 080-68727888 / 022-68727888
Resolution
- Your grievance will be assigned a unique ticket ID.
- PhonePe Insurance Broking Services and the insurance provider shall take adequate steps for the redressal of customer grievance.
- We aim to resolve all grievances within 14 business days.
- If any complaint requires additional time to be resolved because of insurer dependencies, or any other reasons, you will be updated on the delays and expected resolution times.
Level 2- Complaints Registration
In case the grievance remains unresolved or you are dissatisfied with the resolution provided at the previous level, you can choose to escalate your concern to the grievance desk by clicking here – https://grievance.phonepe.com/
Resolution of Complaints:
- We are committed to providing a first response within 24 hours of receiving the complaint.
- Depending on the root cause of the grievance, it is escalated to the respective team or insurance provider for resolution.
- We aim to resolve all grievances within 14 business days.
Level 3- Grievance officer
In case the grievance remains unresolved or you are dissatisfied with the resolution provided at the previous level, you can choose to escalate your concern to the grievance officer.
Grievance Officer: Gowrishankar Subramanian
Phone: 080-68727888
Address: PhonePe Insurance Broking Services Pvt. Ltd., Office-2, Floor 2, Wing A, Block A, Salarpuria Softzone, Service Road, Green Glen Layout, Bellandur, Bangalore – 560103
Working hours: Mon-Fri 10 am to 7 pm.
In accordance with IRDAI regulations and rules made thereunder, the name and contact details of the Grievance Officer of PhonePe Insurance Broking are provided.
IRDAI’s Bima Bharosa Portal
If you are dissatisfied with the resolution provided at the above levels, you may approach the Insurance Regulatory and Development Authority of India (IRDAI).
IRDAI Bima Bharosa Portal Link- https://bimabharosa.irdai.gov.in/
(for registering the complaints yourself and to monitor the status of the complaints)
Insurance Ombudsman
If your concern is not resolved to your satisfaction after levels 1, 2, and 3 you may seek assistance from the Insurance Ombudsman. Click on the link below for more details.
https://cioins.co.in/Complaint/Online