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Sectors Covered :
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Insurance :
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Overview:

The economic reforms initiated in the early 90s paved the way for the growth and opening up of the financial sector, which led to a sustained period of economic growth. The insurance industry was opened up for private players in 2000, and has seen tremendous growth over the past decade with the entry of global insurance majors. India is fast emerging as one of the world’s most dynamic insurance Markets with significant untapped potential. A growing middle-class segment, rising disposable income, increasing insurance awareness, increasing investments and infrastructure spending, have laid a strong foundation to extend insurance services in India The escalating cost of insurance is of concern to all consumers. Senior citizens, however, feel the greatest impact, since rising costs can put a significant dent in their fixed retirement income.

Frequently Occurring Problems

• Delay in policy document delivery
• Non receipt of the claim amount
• Rejection of claim
• Non Cancellation of the Policy
• Rejection of providing cashless service
• Requested service not provided
• Less maturity amt. paid than entitled
• Refusal of payment of money back policy
• Unsatisfactory redressal

Redressal System:

Each insurance company has a designated grievance Redressal officer of a senior management level. Insurance companies shall also have a system and procedure for receiving, registering and disposing of grievances in each of its offices.

At present, redressal is through

Tier-1 i.e. the Divisional or Zonal Office and Grievance Redressal officer (GRO) of the company concerned, at

Tier-2 through the Insurance Ombudsman whose decision on settlement is final and binding on the insurance company. However, in case the consumer is not satisfied about the amount and the entitlement of the claim, he can make a comprehensive representation to the Insurance Regulatory and Development Authority (IRDA). Finally

Tier-3 entails approaching consumer courts.

IRDA has recently introduced the IRDA Greivance Call Centre (IGCC) that provides for a toll free number 155255. A consumer can lodge his complaint with the insurance companies first and if need be escalate them to the IRGA grievance Cell.

Convergence:

Under our Convergence initiative we have offered to forward to all insurance companies details of all complaints received at our call centre in respect of their respective companies which are compiled and forwarded to them through electronic mail periodically. All they are required to do is to have these complaints addressed /redressed as per their internal systems and send us regular feedback.

 Apollo Munich Insurance
 IFFCO TOKYO General Insurance
 Bajaj allianz General Insurance
 Max Bupa Health Insurance Limited
 HDFC Ergo General Insurance
 Relianc Capital Insurance

Birla Sun Life general Insurance
 HDFC Ergo General Insurance 
 ICICI Lombard
 Tata AIG General Ins
 TATA AIG Life
Bharti Axa General Insurance
SriRam General Insurance Co. Ltd
Star Health and allied General Insurance
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