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"Complaint" or "Grievance" means written expression (includes communication in the form of electronic mail or other electronic scripts) of dissatisfaction by a complainant about an action or lack of action about the standard of service or deficiency of service on part of Banayantree Services Limited.
"Complainant" means a policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against an insurer or a distribution channel.
Responsiveness: Each complaint's receipt is acknowledged to the complainant immediately. We strive to ensure that the complaints are handled in an efficient and effective manner. We would treat all complaints courteously and keep complainants informed of the progress of their complaint throughout the complaint-handling process.
Objectivity: Each complaint is addressed in an objective and unbiased manner.
Confidentiality: We maintain complete confidentiality of the client unless expressly permitted by him or her.
Customer focused approach: We at Banayantree, remain committed to efficient and fair resolution of complaints. We actively solicit feedback on a regular basis to keep improving our complaint handling policy.
Any complaints, abuse or concerns with regards to content and or comment or breach of these terms shall be immediately informed to the designated Grievance Officer as mentioned below via in writing or through email.
Ms. Mukti Sharma (Grievance Redressal Officer)
Banayantree Services Ltd.
4th floor, Times Internet Limited, Ecstasy IT Park,
Plot 391, Udyog Vihar, Phase 3,
Gurgaon, Haryana-122016
Ph: 0124-4187000 Extn: 4297
Email: etmoney.insurance@timesinternet.in
Alternatively, you can also approach the grievance cell of the insurance company. Click here for details on the insurance company grievance cell & mail ids of Grievance Redressal Officers, GRO, of all insurance companies.
We request you to please provide the following information in your complaint:-
Assistance with making a complaint: If you need assistance in formulating or lodging a complaint, please contact customer care at etmoney.insurance@timesinternet.in
Acknowledgement of complaints: We are committed to acknowledging all complaints immediately upon receipt. However, in case of inadvertent delay, acknowledgement shall be sent to the complainant within three (3) days. Once a complaint has been received, we will undertake an initial review of the complaint. We will endeavor to resolve complaints within fourteen (14) days of receiving the complaint. On closure of complaint a final reply will be sent to complainant, containing details of resolution or rejection of complaint, with reasons thereof recorded in writing and shall inform the complainant the manner in which he or she may pursue the complaint, if dissatisfied with such resolution or rejection as the case may be.
Your rights during the complaint process: You have the right to enquire as to the status of your complaint by contacting person who has been identified to you as handling your complaint.
Response to a complaint - Once we have reviewed your complaint, we will provide you with a written response.
A complaint shall be considered as disposed of and closed when
If you are dissatisfied with the manner in which your complaint has been handled, you have the right to ask Banayantree to let you know the details of the name and address of the Ombudsman of competent jurisdiction.
If you are unhappy with your insurance company in particular:-
The insurance company should resolve your complaint within a reasonable time. In case if it is not resolved within 15 days or if you are unhappy with their resolution you can Approach the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI
