Grievance Redressal

Introduction

Turtlemint Insurance Broking Services Private Limited (Company), is concerned about the complaint/grievance of their policyholder/ prospect/ nominee/ assignee or any beneficiary of an insurance policy and therefore there is a need to lay down procedures for redressal of complaints.

Objectives

This grievance redressal policy aims at prompt redressal of the Complainant’s grievances and to review the process gap, if any and to bring efficiency and transparency in the system.

Scope

To ensure that the company’s grievance redressal mechanism is effective, a process has been designed to ensure that the redressal provided is just and fair and is permissible within the given framework of the rules and regulations.

Definitions

• “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.
  Explanation: An inquiry or service request would not fall within the definition of the “complaint” or “grievance”.
• “Prospect” means any person who is a potential customer and likely to enter into an insurance contract either directly with the insurer or through the distribution channel involved.
• “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.

Process

• The process followed for addressing Grievance shall be:
  • Sending an email to the Grievance team, on ‘Complaints@turtlemint.com‘ OR
  • Write to Turtlemint Insurance Broking Services Pvt Ltd. The ORB – Sahar, 4B, 1st Floor, A Wing, Marol Village, Andheri (East), Mumbai – 400 099, Maharashtra, India OR
  • Visit the nearest branch/office
  • Call our toll-free number 1800 267 6010
  • You can also register the complaint online at IRDAl’s Bima Bharosa by visiting the below link: https://bimabharosa.irdai.gov.in/
• The Company will record and duly acknowledge your grievance. The company shall exercise all efforts to address it, including intimation to the respective Insurance company.
• The Company shall take adequate steps for redressal of grievances of its clients within 14 days of receipt of such request
• The Company will share with you the response/resolution as shared by the insurer
• If the decision/resolution provided is unsatisfactory, to the Complainant, the Complainant
  may:
  • Send an email to our Grievance Officer Mr. Jagdeepsingh Lugani on grievanceofficer@turtlemint.com
  • If still not satisfied with the resolution provided the Complainant may use IRDAI’s online portal – Integrated Grievance Management System (IGMS): Register and monitor your complaint at https://irdai.gov.in/igms1 Or approach Insurance Ombudsman – For details refer https://cioins.co.in/.

In case of no reply from the complainant, within 2 weeks from the date of any clarification or requirements, the company shall treat the complaint as ‘Closed’.