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 | 15 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 |
Premium Due Intimation | One month before due date |
General Insurance – Motor Claims | |
Appointment of surveyor | Immediate after intimation (within 24 hrs.) |
Submission of final report after receiving Insurer’s request | 15 days |
Communicating acceptance or rejection of claim | 7 days from receipt of survey report/last document |
General Insurance – Health Claims | |
Free look cancellation and refund of deposit from the date of receipt of the request | 7 days |
Decision on the request for cashless authorization by TPA/Company to Hospital and communicate to Them | 1 hour |
TPA's offer of final authorization/settlement to the Insurer/Hospital after submission of document | 3 hours |
Settlement of Claims (other than cashless) | 15 days |
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 |
*(The policyholder may approach the Insurance Ombudsman if his/ her complaint is not resolved within 30 days or if the decision of the company is not acceptable to the policyholder.)
1. Immediate intimation of claims in writing.
2. Preservation of Salvage.
3. Filing of first information report with Police Authorities, in case of Fire, Theft and Accidental Death claims
5. Preservation of recovery rights by filing claims with carriers in case of marine claims
6. Intimating the Fire brigade and obtaining Fire brigade report.
7. Preservation of all records for Company's verification.