Regulator Irdai is on the lookout for an company to handle its multi-media grievance redressal centre with a view to deal with complaints of insured public towards insurance coverage corporations.
The Insurance coverage Regulatory and Improvement Authority of India (Irdai) had arrange a client affairs division (CAD) to supervise compliance of insurers and intermediaries with respect to Safety of Policyholders’ Pursuits Laws. It’s going to additionally empower shoppers by educating them on grievance redressal mechanisms.
To offer different channels to obtain complaints towards insurers, it has arrange the Irdai Grievance Name Centre (IGCC) that receives complaints via a toll-free phone quantity and by e-mail. It additionally registers complaints aside from furnishing the standing of the decision.
The company will likely be required to handle its IGCC by offering the state-of-the-art name centre resolution based mostly on IP Multimedia platform for seamless dealing with of channels (phone calls, e-mails and letters) with unified administration and reporting in addition to having the built-in parts in a single platform, mentioned the request for proposal (RFP) for IGCC Companies.
The entity, the RFP mentioned, ought to be capable to take over the operations from the present service supplier. In accordance with the RFP doc, the period of the contract will likely be preliminary for 3 years and additional extendable for 2 years on a year-on-year foundation.
The regulator mentioned the IGCC is envisaged to be a real different channel for the insured public shoppers by providing complete tele-functionalities (each guide and IVR) to all insurance coverage client segments. It serves as a 12 hours X 6 days’ service platform, providing a number of languages and integrating channels.
“It’s envisaged that the IGCC wouldn’t solely attend to telephone calls and e-mails but in addition complaints forwarded by the buyer affairs division of the authority, topic to inside procedures, criticism registration course of and different course of necessities,” it added.
The regulator has additionally put in place the Built-in Grievance Administration System (IGMS) as a web-based system for grievance administration. IGCC has an interface with IGMS; and thru IGMS, Irdai has an interface with grievance programs of all insurers.
The Irdai receives complaints on insurers from prospects and policyholders, and takes up these grievances with insurers for decision.
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