Introduction

At Alps Insurance Brokers Private Ltd. (hereinafter referred to as "The Company"), we value the trust you place in us and are committed to providing superior customer service. We believe that resolving customer complaints effectively and promptly is key to maintaining our customers' satisfaction and business growth. Our grievance redressal process is designed to address any issues or concerns you may have in a fair, transparent, and efficient manner.

Objective

The objective of this policy is to ensure that our customers have a clear, accessible, and effective means of addressing any grievances they may have. The company commits to:

• Resolving complaints in a courteous and timely manner.
• Treating all customers fairly and with respect.
• Maintaining transparency in our communication.
• Providing a fair resolution to all complaints.
• Informing customers of their right to escalate grievances if they are not satisfied with the response.
• Continuously improving our complaint handling process to meet the needs of our customers.

Scope

This policy applies to all grievances raised by policyholders, nominees, or authorized representatives. A grievance can only be filed by the policyholder, nominee, or an authorized representative with written consent. The company does not accept complaints from third parties without the policyholder's consent.

Complaints originating from consumer forums, ombudsman offices, or legal bodies will be handled separately by our legal team. Additionally, general inquiries or requests for services are not covered under this grievance redressal policy.

Definitions

• Complainant: A policyholder, prospective customer, or any beneficiary of an insurance policy who submits a grievance against the company.
• Complaint/Grievance: A formal expression of dissatisfaction regarding the company's service, actions, or lack thereof. It may include written or electronic communications such as emails or other digital formats.
• Inquiry/Request: A query from a customer seeking information or requesting a service modification (e.g., policy changes or service requests). These are not considered grievances under this policy.

Grievance Redressal Process

If you wish to file a grievance, you may contact us through the following channels:

1. Email: grievance@alpsinsurance.org
2. Letter: Grievance Officer, Alps Insurance Brokers Pvt. Ltd., First Floor, 1E/5, Jhandewalan Extension, New Delhi, Delhi 110055, India.
3. Phone: Call us at +91-99904 79173 (Available Monday to Saturday, 10:00 AM – 6:00 PM, excluding public holidays)
4. In-Person: Visit our nearest branch, where our staff will assist you in lodging your complaint.

Step 1: Acknowledgment and Initial Response

Upon receipt of your complaint, we will acknowledge it within 24 hours. We aim to resolve your grievance within 15 working days, depending on the nature and complexity of the issue. If it takes longer, we will keep you informed of the status and expected resolution time.

Step 2: Escalation Process

• Level 1: Contact our Grievance Redressal Officer, Mrs. Saswati Pattnaik at grievance@alpsinsurance.org for further assistance.
• Level 2: If the issue remains unresolved, you may escalate it to the Principal Officer of Alps Insurance Brokers Pvt. Ltd. at saswati@alpsinsurance.in.
• Level 3: If you are still dissatisfied with the response, you can escalate your grievance to the Insurance Ombudsman at https://cioins.co.in/complaint/online or file a complaint with the Insurance Regulatory and Development Authority of India (IRDAI) at https://bimabharosa.irdai.gov.in/.

Step 3: Resolution and Closure

Once your grievance is resolved, we will send you a closure notification and request your feedback on the resolution. If you do not respond within 30 days of receiving the closure notice, your grievance will be considered resolved.

Review

This grievance redressal policy will be periodically reviewed and updated as necessary to ensure it continues to meet the needs of our customers and complies with applicable regulations.

Contact Details

For any queries related to this policy or to register a grievance, please contact us at:

• Email: grievance@alpsinsurance.org
• Phone: +91-99904 79173
• Postal Address: First Floor, 1E/5, Jhandewalan Extension, New Delhi, Delhi 110055, India.