Complaint

For any grievance assistance contact our team at 1800 212 123123 or write to us at grievance@bajajcapitalinsurance.com or you can also visit your insurer's office or website.

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To achieve complete client satisfaction through courteous complaints resolution process and to improve the organization’s operations Bajaj Capital Insurance Broking Ltd is dedicated to developing lasting relationships with clients and we strive to fulfill all their needs and expectations at all times. We understand that sometimes things can go wrong and when this happens, we encourage our clients to tell us about it. We further believe that excellent client service is the hallmark of a good organization.

We take complaints and feedback as a tool to improve our quality of service and we never tire of learning from our mistakes. We also treat complaints and suggestions as valuable insight into our client’s wants and needs.

We take complaints and feedback as a tool to improve our quality of service and we never tire of learning from our mistakes. We also treat complaints and suggestions as valuable insight into our client’s wants and needs.

Objectives

The objective of the Client Grievance Redressal Policy is to ensure that:

  • All aggrieved Customers are treated fairly at all times.
  • All complaints /grievances raised by Customers are dealt courteously, accurately and are resolved in a timely manner to their satisfaction.
  • Provide guidance to the individuals who are responsible for handling and resolving complaints within the Company;
  • Incorporate the learning's gained through resolution of the customer complaints in the form of re engineering of the process
Principles of Grievance Redressal:

The guiding principles to our Grievance Redressal policy are as follows:

  • (I) Visibility: BCIBL complaints handling procedure is well publicized to clients, personnel and other interested parties and information about the right to complain is readily available
  • (II) Accessibility: BCIBL enables its clients to contact its Complaint Cell through our toll free number at 1800-212-123-123 or through email at info@bajajcapital.com. Alternatively, Clients may fill up the Complaints Form on our website (www.bajajcapitalinsurance.com). Client may also choose to write to us at Complaints Cell, Bajaj Capital Ltd. 97, Bajaj House, Nehru Place, New Delhi - 110019.
  • (III) Responsiveness: All complaints are dealt with as promptly as possible and complainants are treated with due respect.
  • (IV) Objectivity: Each complaint shall be addressed in an equitable, objective and unbiased manner through the complaints handling process
  • (V) Customer-focused approach: The organization shall adopt a customer-focused approach, shall be open to feedback including complaints, and shall show commitment to resolving complaints by its actions.
  • (VI) Review: BCIBL has forums at various levels to review its client grievances so as to enhance the quality of client servicing that is offered. A standing committee has been made that mandates the operations of the Complaints Cell and audit their performances for best complaints resolution.
(A) Registration of complaints: BCIBL enables its client’s to register grievances through multiple channels. The various channels available to clients for registering complaints are as follows:
  • Complaint Cell: Clients can contact our Complaints Cell officers over the phone for redressal of their issues. The toll free number to lodge any complaints is 1800-212-123-123 (Toll free).
  • Bajaj Capital’s Insurance Broking Ltd website: Clients can lodge their grievances by filling in the "Complaint Form" available on the home page of the Bajaj Capital Insurance Broking Ltd.website (www.bajajcapitalinsurance.com).
  • Branch: Client can speak to branch officials for resolution of their issues or they can register their grievances through the complaint form available in the branches. Clients can give their complaint/feedback through boxes made available at the branch. There is a Branch locator option that has also been provided on our website in case the client wants to locate the address, phone numbers of the nearest branch to their locality.
(B) Resolution of Complaints:

Time frame for response: The turn-around-time for the responding to a complaint is:-

  • (1) The maximum time for the responding to a complaint is Seven working days but we will try to get it resolved at the earliest.
  • (2) If any case needs additional time, Bajaj Capital will inform the client and regulators the(if applicable) reasons for delay in resolution and provide an expected time lines for resolution of the issue.
(C) Escalation of complaints:

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.

Escalation matrix
If an interaction is not acted upon in 5 Days of receipt Escalated to Team Leader: insurancecomplaint@bajajcapital.com
If an interaction is not acted upon in 6 Days of receipt Escalated to the Grievance Redressal Officer: insurancegrievance@bajajcapital.com
If an interaction is not acted upon in 7 Days of receipt Escalated to the Principal Officer Mr. Venkatesh Naidu: venkatesh.naidu@bajajcapital.com with a copy to the CEO(ceo@bajajcapital.com)
Closure of Complaint

A complaint shall be considered as disposed off and closed when:

  • (a) The Company has acceded to the request of the complainant fully.
  • (b) Where the complainant has been indicated in writing of the acceptance of the response of the Company
  • (c) Where the complainant has not responded to the Company within 8 weeks of the Company’s written response.

Bajaj Capital Insurance Broking Ltd follows ISO 10002:2004 norms & conditions dedicated to:

The objective of the Client Grievance Redressal Policy is to ensure that:

  • Enhancing client satisfaction by fostering a client - centric environment
  • Recognizing and addressing the needs and expectations of complainants and clients
  • Providing complainants with an open, effective and easy-to-use complaints process
  • Analyzing and evaluating complaints in order to improve the product and customer service quality
  • Auditing of the complaints-handling process
  • Reviewing the effectiveness and efficiency of the complaints-handling process.
Disclaimer:

This policy document is the property of Bajaj Capital Insurance Broking Limited and is for use only by Bajaj Capital Insurance Broking Limited or any of its group companies. It must not be copied, disclosed, circulated or referred to in correspondence with external parties or discussed with any other third party other than for any regulatory requirements without prior written consent from Head of Complaints or any other nominated personnel.