Integrated Grievance Management System

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What is IGMS ?

The Integrated Grievance Management System(IGMS)facilitates online registration of policyholders’ complaints and helps track their status.

Objective of Integrated Grievance Management System

To provide a gateway to policyholders to register and track their grievances with Insurers with a facility to escalate to IRDA

To provide IRDA with a tool to monitor the effectiveness of the grievance redressal system of insurers

To facilitate IRDA with access to monitor and track details of all grievances lodged with all Insurers, along with their disposal status Mirroring the complaints database of the Insurers through the IRDA portal

How can a POLICY HOLDER lodge his complaint with the Insurance Company

Policy Holder can use the self service by lodging his complaint in the IGMS site : – www.igms.irda.gov.in

Policy Holder can make an Inbound Call to the Insurance Company ( IDBI Federal) Call Center through a Toll free number - 1800 102 5005

Policy Holder can send an email to the Insurance Company (IDBI Federal) with the details of his /her complaint –email id : support@idbifederal.com or grievance@idbifederal.com

Policy Holder can write to the Insurance Company (IDBI Federal ) via courtier or post – IDBI FEDERAL Address : – IDBI Federal Life Insurance Company Ltd – Customer Service Department – Trade View , Oasis Complex , Kamala City ,PB Marg – Lower Parel (W) Mumbai – 400013 ,India

4. Policy Holder can walk in to any of the nearest branch of the Insurance Company ( IDBI

Federal) Branch / IDBI Bank Branch and Federal Bank Branch

On line Complaint Registration by Policy Holder through IGMS (www.igms.irda.gov.in)

How can a customer use IGMS to lodge his/her ?

A policyholder can make optimum use of this system by updating :

1. Accurate information about the complaint

2. Policy number 3. Name of the insurer(Insurance Company)

4. Contact details of the Policy Holder.

Complaint Registration Process(Policy Holder) Login by client through IGMS

Policy holders have to register them selves on the IRDA site in order to file a complaint against their respective Insurance Companies.

Complaint Registration Process(Policy Holder) Login by client through IGMS

Complaint Registration Process(Policy Holder) Login by client through IGMS

Policy holders have to register them selves on the IRDA site

Complaint Registration Process(Policy Holder) Login by client through IGMS

1. The complainant has to select the option Registration against Entity to file a complaint

2. View /Edit complaint tab can be used when complaint has already lodged in the IGMS website

Complaint Registration Process(Policy Holder) Login by client through IGMS .

The complainant has to select Complaint against : Insurer

Complaint Against Insurer

Complaint Registration Process(Policy Holder) Login by client through IGMS

The complainant has to select Insurance Company Name : IDBI Federal

To select Insurance company name

The complainant has to fill up all the mandatory fields

Complaint Registration Process(Policy Holder) Login by client through IGMS

Complaint Registration Process(Policy Holder) Login by client through IGMS

Once the registration process is completed the complaint can be viewed at both IGMS site and C2S2

Once complaint is registered by the policy holder in the IGMS portal , a token number is generated by the system .

Subsequently , the status of the complaint can be viewed by the policy holder with the respective token number.

Insurance Company proceeds with the complaint investigation to provide a resolution.

Policy Holder to send a complaint letter duly signed to the Insurance Company via post/courier

During the process of the complaint investigation by the Insurance Company a letter is sent to the client on the 3rd day intimating the status of the compliant to the Policy Holder

If the investigation is under process and is taking more time, then Insurance Company would intimate the client via letter on the 7th day .

Once the investigation process is completed , Insurance Company informs the policy Holder with the resolution to the grievance raised.

Policy Holder can view his / her complaint status real time on IGMS site.

Within 15 days Insurance Company will update the complaint status to the client via Email , Letter or Phone call.

Investigation process by the Insurance Company

For any assistance, please contact support@idbifederal.com