At Zurich Kotak General Insurance, we work as one team with a common purpose – to provide best-in-class service to our customers. You are at the centre of everything we do and we will work tirelessly towards ensuring that we meet and exceed your expectations in a fair and responsible way. We follow a set of service standards to ensure your issues are resolved in an independent and prompt manner. Below given is the maximum time which we would take to respond to those service requests as prescribed by IRDAI.

Service

Maximum Turnaround Time

General

Processing of proposal and communication of decisions including requirements / issue of policy / cancellations from the date of receipt of additional requirement whichever is later.

7 days

Providing copy of the policy along with proposal form

30 days

Post policy service requests concerning mistakes / corrections in the Policy document including

i) Change of Address

ii) Change of Nomination

iii) Non-claim related changes

iv) Cancellation of policy and refund of premium etc.

(from the date of receipt of request for the service specified)

7 days

General Insurance – Motor Claims

Appointment of surveyor

Immediate after intimation (within 24 hrs.)

Submission of final report after receiving Insurer’s request

15 days

Claims concluded by the insurer

within 7 days after receipt of final survey report

Settlement of claims

within 7 days after receipt of final survey report and/or the last relevant and necessary document as the case may be

General Insurance – Health Claims

Claims concluded by the insurer

30 days from the date of last submission of last document by the customer

Claims concluded by the insurer (where investigation conducted by the insurer)

45 days from the date of last submission of last document by the customer

Grievances

Acknowledging to Complaint

Immediately

Seek and obtain further details, if any, from the complainant (permitted only once)

Within one week

Action on Complaint & Intimation of Decision to the complainant

14 days

If complaint is NOT resolved by the Insurer, communicate the details to the Policyholder of options including referring receipt of the complainant to Insurance Ombudsman */Consumer Court.

14 days from the original date of receipt of complaint.

Closure of grievance on non-receipt of reply from the complainant

Within eight weeks