Grievance Redressal Policy
Grievance Redressal Policy
Heritance Insurance Broking Private Limited (herein referred to as “Beyond Today”) is concerned about the complaint/grievance of the users and/or clients.
Beyond Today aims at minimising the instances of customer complaints and grievances through proper mechanism to ensure prompt redressal of customer complaints and grievances. The review mechanism is aimed at helping in identification of shortcomings in service delivery, if any, and compliance with the stipulations of IRDAI Regulations.
Heritance Insurance Broking Private Limited (herein referred to as “Beyond Today”) is concerned about the complaint/grievance of the users and/or clients.
Beyond Today aims at minimising the instances of customer complaints and grievances through proper mechanism to ensure prompt redressal of customer complaints and grievances. The review mechanism is aimed at helping in identification of shortcomings in service delivery, if any, and compliance with the stipulations of IRDAI Regulations.
DEFINITIONS
“Complainant” means any person who has a grievance against an insurance company or insurance broker, as the case maybe make a complaint in writing by himself or through his legal heirs, nominee or assignee against the insurer or the company.
“Complaint” or “Grievance” means written expression (includes communication in the form of electronic mail or other electronic scripts), of dissatisfaction by a complainant with insurer, distribution channels, intermediaries, insurance intermediaries or other regulated entities about an action or lack of action about the standard of service or deficiency of service of such insurer, distribution channels, intermediaries, insurance intermediaries or other regulated entities.
Explanation: An inquiry or request would not fall within the definition of the “complaint” or “grievance”.
An “Inquiry” is used to refer to instances where a client/customer seeks information about a company and/or its services.
A “Request” is used to refer to instances where a client/customer solicit a service such as a change or modification in the policy.
COMPLAINT REDRESSAL PROCESS
For any compliant/grievance, please contact us with the details by sending an email to our Grievance Officer Surendra Kumar Kharwas on [ surendra.kumar@beyondtoday.in](mailto:surendra.kumar@beyondtoday.in).
You can also write to Beyond Today, Heritance Insurance Broking Private Limited, B-425, ORM , Royal Palms Estate, Goregaon-E, Mumbai – 400065 .
The company shall exercise all possible efforts to address the complaint/grievance, including intimation to the respective Insurance company for quick redressal.
If the decision/resolution provided by the Grievance Officer is not satisfactory/acceptable, you may approach the Principal Officer of the Company at [compliance@beyondtoday.in](mailto:compliance@beyondtoday.in).
If the decision/resolution provided by the Principal Officer is not satisfactory/ acceptable, the complaint/grievance may be further escalated as per the process specified by the Insurance Regulatory Development Authority of India (IRDAI) in the below mentioned link:
[https://policyholder.gov.in/integrated-grievance-management-system ](https://policyholder.gov.in/integrated-grievance-management-system ) provided.
In case of no objection/reply from the complainant within two weeks from the date of receipt of redressal from the company, the Company shall treat the complaint/grievance as Closed.