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 |