Draft for client approval. This wording is a starting point prepared during website development. Final legal, regulatory and compliance wording must be reviewed and approved by Insure Pillar’s authorised legal or compliance representative before the site goes live.
Our commitment
If something has gone wrong, we want to hear about it and put it right. This page sets out how to raise a concern and what to expect.
Step 1 — Contact us
Write to us using the email address on our Contact page, or call during business hours. Please include your name, contact number, policy number where applicable, and a description of the issue.
Step 2 — Acknowledgement and resolution
We will acknowledge your complaint and work to resolve it within the timeframe to be confirmed by Insure Pillar in the final approved version of this page.
Step 3 — Escalation to the insurer
Where the concern relates to a policy, a claim decision or servicing by the insurance company, it should also be raised with that insurer’s grievance redressal officer, whose details appear in your policy document and on the insurer’s website.
Step 4 — Regulatory escalation
If you remain dissatisfied after exhausting the insurer’s grievance process, you may approach the IRDAI grievance redressal mechanism, and thereafter the Insurance Ombudsman having jurisdiction, in accordance with the applicable rules.
Contact details for grievances
To be confirmed by Insure Pillar before publication: grievance officer name, designation, email address, telephone number and postal address.