Grievance Redressal Policy

Introduction

Global-India Insurance Brokers Private Limited (hereinafter referred to as "the Company" or "GIIB") believes that excellence in customer service is essential for sustained business growth and client trust. As an IRDAI-licensed insurance broker, GIIB aims to advise honestly, compare cover options rigorously across insurers, and support customers through the insurance lifecycle, including claim assistance. The Company follows a philosophy of resolving customer complaints and grievances in a fair, transparent and timely manner, with the objective of addressing concerns to the customer's satisfaction.

Objective

The objective of this policy is to provide efficient & effective grievance redressal mechanism to policyholders, nominees and other persons claiming under policies and has been formulated taking into account the following:

• Complaints raised by customers are dealt with courtesy and on time.
• Customers are treated fairly at all times.
• Complete transparency is maintained with the customers.
• All complaints are dealt with efficiency and fairness.
• Customers are fully informed about avenues to escalate their complaints / grievances within the organization.
• Customers are informed about their rights to alternative remedy if they are not fully satisfied with the response of the Company to their complaints.
• Recognize that our quality and business goals go hand-in-hand and have a Continual improvement of the customer complaint handling process through the use of various tools and information technology available for business process improvement.

Scope

The policy shall cover all Complaints/Grievances received from a Complainant or authorised representative acting with the written consent of a Complainant. The Company will not accept Grievances from third parties or agencies on behalf of any Complainant unless valid written authorisation is provided.

Grievances received from consumer forums or ombudsman office or court will be dealt separately by the legal team. Inquiry or request are not covered under this policy.

Definitions

"Complainant" means a customer, policyholder, prospect, nominee, beneficiary, claimant or authorised representative who has filed a complaint or grievance against an insurer, the Company or any other regulated entity in relation to an insurance policy or insurance service.

"Complaint" or "Grievance" means a written expression of dissatisfaction, including communication by email or other electronic means, made by a complainant regarding an action, inaction, standard of service or deficiency in service by an insurer, the Company or any other regulated entity.

Explanation — An inquiry or request would not fall within the definition of the Complaint or Grievance.

Complaint Redressal Process

If you have a Grievance that you wish to redress, you may contact us with the details of your grievance through any of the following channels:

Step 1: Channel for communication

• Email: Complainants may write to the Company's designated customer support or Grievance email address as notified on the Company's official website or customer communication channels.
• Letter: Complainant may write to the Grievance Officer at the Company's registered/corporate office address as published on the Company's official website or policyholder communications.
• Contact Centre/Helpline: Complainant may contact the Company through the customer support number(s) and service hours notified on the Company's official website or customer communication channels.

Step 2: Process for addressing the Grievances

• All Grievances will be acknowledged within the regulatory or internal turnaround time prescribed by the Company, ordinarily within 24 working hours of receipt wherever feasible.
• Written communications, including letters and couriered Grievances, will be responded to within the applicable regulatory timelines or the Company's internal service standards.
• Based on the nature of the Grievance, the Company shall make reasonable efforts to resolve the same within 14 working days from the date of receipt, or within such timeline as may be prescribed by applicable law or regulation.
• Once the Grievance is solved, the Company may send a closure communication to the Complainant and may seek feedback on the quality of resolution and service experience.

Step 3: Escalation Matrix

If a Complainant is not satisfied with the resolution provided through various channels, they have the option to escalate the Grievance to a higher level, as per the escalation matrix given underneath:

• Level 1: If the Complainant is not satisfied with the response or has not received a response within the applicable turnaround time, the Complainant may escalate the Grievance to the Company's designated Grievance Redressal Officer through the contact details published by the Company.
• Level 2: If the Grievance remains unresolved after following the Company's internal escalation process, the Complainant may approach the Insurance Regulatory and Development Authority of India (IRDAI) through the Bima Bharosa portal or the Insurance Ombudsman/Council for Insurance Ombudsmen, as applicable. The Grievance should be filed in accordance with the eligibility requirements, timelines and monetary limits prescribed under applicable rules and regulations.

Step 4: Resolution of Grievances

GIIB endeavours to resolve all Grievances to the satisfaction of all customers. In order to ensure fair resolution, Grievances shall be treated as closed in accordance with applicable IRDAI regulations and internal procedures, including in the following circumstances:

• When GIIB has acceded to the request of the Complainant fully; or
• Where the Complainant has indicated in writing that the response or resolution provided by the Company is acceptable; or
• Where the Complainant has not responded to the Company within the period prescribed under applicable regulations or within the timeline stated in the Company's closure communication.

Grievance Officer at GIIB

Complainants may refer to the Company's official website or customer communication channels for updated Grievance contact details. Complaints should preferably be made in writing, duly signed or authenticated by the Complainant or authorised representative, and should include full details of the Complaint along with the Complainant's contact information.

Review

This policy will be reviewed periodically or as and when required due to changes in applicable laws, regulations, internal processes, customer service standards or business requirements.