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 | 15 days |
Obtaining Copy of the proposal | 30 days |
Post policy issue service requests concerning mistakes / Refund of proposal deposit and also Non-claim related service requests. | 10 days |
General Insurance – Motor Claims | |
Appointment of surveyor | Immediate after intimation |
Survey report submission | 15 days |
Insurer seeking addendum report | 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 a Grievance | Immediate |
Resolving a Grievance | 15 days |