ACUVISOR GRIEVANCE REDRESSAL MECHANISM

As part of our Vision, the Customer is central to our Operations. The Company’s total focus is to ensure that is experience in simple and straightforward.

Once he has purchased an Insurance Policy through ACUVISOR, the Policyholder becomes a part of the ACUVISOR family, and it is the primary concern of the Company’s Officers to address any grievance the person may have.

On the Company website as well as the App, a ‘GRIEVANCE REDRESSAL’ Button will be displayed at the bottom of the home page. Clicking it will take you to the relevant page with the Policy listed out. The page will also have a box to directly email the Grievance Officer of the Company from the page itself. His email id grievance@acuvisor.com will also be listed as well as his landline and mobile number. This information will also be available is all email communications at the bottom of any emails sent to customers. The Customer can also access the Grievance Officer through his POS.

If the Customer calls the dedicated number, the call would be recorded, with permission from the Customer.

As soon as the Complaint is received, a Ticket Number will be generated. The Ticket Number will be used by the Company to track the progress of the Redressal process. If the Ticket is not closed within 10 working days, an auto alert will be sent to the company CEO to help him personally monitor the issue.

Complaints can also be sent to the Company by mail/courier.

The Grievance Process would be as follows:

• • Email received by Grievance Officer.
• • Grievance Officer will acknowledge receipt of the Complaint within 2 working days for emails; 7 working days for postal and courier, and immediate for walk-ins.
• • Grievance Officer to examine complaint with a view to resolve any issue of the Customer. Dispute Resolution will be the guiding principle.
• • Based on type of grievance, the Officer will try and address the same immediately, including intimation and follow-up with the respective Insurer for quick redressal where necessary. The Officer will communicate progress to the Customer regularly if redressal requires redressal by an Insurance Company.
• • All disputes to be resolved within 14 days.
• • Company will close any Complaint that has been addressed and not responded to within 14 days after receipt of Redressal Letter from the Company.
• • If the Customer is dissatisfied with the decision/resolution to the complaint provided the Grievance Officer, he/she may approach our Principal Officer at the address mentioned below:
• • Principal Officer. Acuvisor Insurance Brokers (India) Pvt. Ltd., Pune.

In case Customer is not satisfied with the response he/she may write to Insurance Regulatory and Development Authority at complaints@irda.gov.in or call Toll Free Number 155 255 or 1800 4254 732.