Grievance Redressal and Customer Support Policy
This policy outlines the process followed by Treasure Insurance Broking to address customer grievances and provide timely support. It ensures transparent complaint handling, prompt resolution, and compliance with IRDAI regulations to maintain trust and service excellence.
Grievance Redressal Policy
Treasure Insurance Broking
1. Our Commitment
At Treasure Insurance Broking, customer satisfaction is our highest priority. We are committed to providing fair, transparent, and efficient services to all our clients. Any dissatisfaction regarding our services will be handled promptly through a structured grievance redressal mechanism.
2. Objective
The objective of this Grievance Redressal Mechanism is to:
- Ensure prompt resolution of customer complaints
- Provide a transparent complaint handling process
- Strengthen customer trust through fair practices
- Comply with IRDAI regulations applicable to Insurance Brokers
3. Regulatory Compliance (IRDAI)
This Grievance Redressal Policy is framed in accordance with guidelines issued by the Insurance Regulatory and Development Authority of India (IRDAI). Treasure Insurance Broking follows fair conduct practices and maintains records of grievances as required under applicable Insurance Broker Regulations.
4. What Can Be Reported as a Grievance
A grievance may include complaints related to:
- Policy issuance delays or errors
- Incorrect policy details or endorsements
- Claims handling or claim delays
- Service deficiencies
- Miscommunication or advisory concerns
- Premium or documentation issues
- Any dissatisfaction with services provided by Treasure Insurance Broking
5. How to Register a Grievance
Email: Care@treasureinsurance.in
Phone: +91-9995553181
Office Address: Treasure Insurance Broking, 233/10, Padassery, Puthenthode, Kochi - 682008
Broking Reg Number: IRDAI/DB/1268/2025
6. Grievance Redressal Process
- Acknowledgement within 48 working hours.
- Investigation by concerned department and insurer coordination.
- Resolution aimed within 14 working days.
- Communication of resolution via email or phone.
7. Escalation Matrix
| Level | Contact Person | Phone | |
|---|---|---|---|
| Level 1 | Customer Support Team | caretreasureinsurance.in | +91-9995553181 |
| Level 2 | Grievance Redressal Officer (GRO) | Alfred.augustine@treasureinsurance.in | +91-9633500566 |
| Level 3 | Principal Officer | Sajan.nair@treasureinsurance.in | +91-8433706711 |
8. Regulatory Escalation
If the grievance remains unresolved, customers may approach IRDAI through the Integrated Grievance Management System (IGMS) or contact the Insurance Ombudsman as per applicable rules.
9. Record Maintenance
All grievances will be recorded, tracked, and periodically reviewed to improve service quality.
10. Policy Review
This policy shall be reviewed periodically to ensure compliance with IRDAI regulations and industry best practices.