1. Our Commitment

At RoyalCover, we believe that delivering exceptional service does not end when a policy is issued — it continues for as long as our customers rely on us. We are committed to resolving grievances quickly, fairly, and transparently, ensuring every customer feels heard and valued. Our philosophy is simple: listen – resolve – improve.

2. Purpose of this Policy

This policy ensures that:

• Customers know how to raise a grievance and what to expect from us.
• Complaints are handled with courtesy, fairness, and transparency.
• All grievance redressal is in line with IRDAI guidelines.
• Customer feedback drives continuous improvement in our service.

3. Who Can Raise a Grievance?

We will accept grievances from:

• Policyholders (current or past)
• Nominees, beneficiaries, or legal heirs
• Authorized representatives (with written consent from the policyholder)

We will not accept complaints from unauthorized third parties or matters that are purely service requests or general queries.

4. What is Considered a Grievance?

A grievance is any written or electronic communication expressing dissatisfaction with:

• The quality, timeliness, or manner of service provided
• Delays or non-fulfillment of commitments
• Policy servicing or claims handling by RoyalCover or associated insurers

Not considered a grievance:

• Requests for policy changes, address updates, duplicate documents, or general information inquiries.

5. How to Lodge a Grievance

Customers can reach us through any of the following channels:

• Email: [email protected]
• Helpline: [Insert Number] – Mon–Sat, 9:00 AM – 8:00 PM (excluding public holidays)
• Postal Address: Grievance Officer – RoyalCover, Analah Insurance Broking Pvt. Ltd., 1407, B-Wing, Parinee Crescenzo, G Block, BKC, Mumbai – 400051, Maharashtra, India
• Walk-In: Visit your nearest RoyalCover branch (branch locator available at https://www.royalcover.ai/contact-us)

6. Our Resolution Timelines

• Acknowledgment: Within 24 working hours of receiving the grievance.
• Resolution: Within 14 working days of receipt, depending on complexity.
• Updates: Customers will be informed if additional time is required, with reasons stated.
• Closure: A final resolution email/letter will be shared, including a feedback request.

7. Escalation Matrix

If you are not satisfied with the resolution at any stage, you may escalate your grievance as follows:

• Level 1: [email protected]
• Level 2: [email protected]
• Level 3: [email protected]

If still unresolved after Level 3, you may approach:

• IRDAI Grievance Portal: https://bimabharosa.irdai.gov.in
• Insurance Ombudsman: https://cioins.co.in/Complaint/Online (Ombudsman complaints can be filed for disputes up to ₹30 lakh.)

8. When We Consider a Grievance Closed

A grievance will be treated as “closed” when:

• The customer confirms satisfaction in writing.
• RoyalCover has complied fully with the resolution request.
• No further response is received from the customer within 8 weeks of our written reply.

9. Continuous Improvement

We track and analyze all grievances to identify recurring issues, improve our processes, and enhance customer experience.

10. Policy Review

This policy will be reviewed at least once a year or earlier if required due to changes in regulations, business processes, or customer feedback.