Irdai on the lookout for company to handle its grievance redressal centre

Irdai on the lookout for company to handle its grievance redressal centre



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.

(Solely the headline and movie of this report could have been reworked by the Enterprise Normal workers; the remainder of the content material is auto-generated from a syndicated feed.)

Expensive Reader,

Enterprise Normal has all the time strived laborious to offer up-to-date data and commentary on developments which can be of curiosity to you and have wider political and financial implications for the nation and the world. Your encouragement and fixed suggestions on easy methods to enhance our providing have solely made our resolve and dedication to those beliefs stronger. Even throughout these tough occasions arising out of Covid-19, we proceed to stay dedicated to retaining you knowledgeable and up to date with credible information, authoritative views and incisive commentary on topical problems with relevance.

We, nonetheless, have a request.

As we battle the financial affect of the pandemic, we’d like your help much more, in order that we are able to proceed to give you extra high quality content material. Our subscription mannequin has seen an encouraging response from a lot of you, who’ve subscribed to our on-line content material. Extra subscription to our on-line content material can solely assist us obtain the objectives of providing you even higher and extra related content material. We imagine in free, truthful and credible journalism. Your help via extra subscriptions may help us practise the journalism to which we’re dedicated.

Assist high quality journalism and subscribe to Enterprise Normal.

Digital Editor


https://www.business-standard.com/article/economy-policy/irdai-looking-for-agency-to-manage-its-grievance-redressal-centre-121061300461_1.html