Grievance Redressal Policy

Last Updated: January 2025
Effective Date: January 2025

1. Introduction

Reclaim Bharosa is committed to providing excellent service and addressing any concerns or grievances you may have. This Grievance Redressal Policy outlines our process for handling and resolving customer grievances in compliance with:

  • Consumer Protection Act, 2019
  • Digital Personal Data Protection Act, 2023 (DPDP Act)
  • Information Technology Act, 2000 and its rules
  • Other applicable Indian laws and regulations

We take all grievances seriously and strive to resolve them promptly and fairly.

Note: For data protection-related grievances under DPDP Act, please refer to Section 2.1 below for specific procedures.

2. Grievance Officers

2.1 Data Protection Officer (DPO) - For DPDP Act Grievances

For grievances related to data protection under the Digital Personal Data Protection Act, 2023, please contact our Data Protection Officer:

DPDP Act Grievance Timeline: We will respond to data protection grievances within 30 days as required by DPDP Act Section 13.

Appeal to Data Protection Board: If unsatisfied with our response, you may appeal to the Data Protection Board of India within 30 days of our response.

2.2 General Grievance Officer

For all other customer service grievances, please contact our Grievance Officer:

You can contact the Grievance Officer through any of the above channels.

3. What is a Grievance?

A grievance is any complaint, concern, or dissatisfaction regarding:

  • Service quality or delivery
  • Claim handling or processing
  • Communication or responsiveness
  • Billing or fee-related issues
  • Data privacy or security concerns (DPDP Act grievances)
  • Exercise of data protection rights (access, correction, deletion, etc.)
  • Platform functionality or accessibility
  • Staff behavior or conduct
  • Any other aspect of our services

Data Protection Grievances: If your grievance relates to data protection under DPDP Act (e.g., unauthorized data processing, denial of rights, data breach), please contact the Data Protection Officer directly at dpo@reclaimbharosa.com.

4. Grievance Submission Process

4.1 How to File a Grievance

You can file a grievance through any of the following channels:

  • Email: Send an email to grievance@reclaimbharosa.com or support@reclaimbharosa.com
  • Phone: Call us at +91 90045 97095 (Mon-Sat, 9am - 6pm)
  • Online: Through your account portal (if applicable)
  • Written: Send a written complaint to our office addresses

4.2 Information Required

To help us resolve your grievance quickly, please provide:

  • Your full name and contact information
  • Account or claim reference number (if applicable)
  • Clear description of the grievance
  • Relevant dates and timelines
  • Any supporting documents or evidence
  • Desired resolution or outcome

5. Grievance Resolution Process

5.1 Acknowledgment

We will acknowledge receipt of your grievance within 2 business days of receiving it.

5.2 Investigation

Our Grievance Officer will:

  • Review your grievance thoroughly
  • Investigate the matter internally
  • Gather relevant information and documents
  • Consult with relevant team members if needed

5.3 Resolution Timeline

We aim to resolve grievances within the following timelines:

  • Simple grievances: Within 7 business days
  • Complex grievances: Within 30 business days
  • Very complex cases: May take up to 45 business days (we will keep you informed)

If we need more time, we will notify you with an explanation and updated timeline.

5.4 Resolution Communication

Once your grievance is resolved, we will:

  • Communicate the resolution to you in writing (email or letter)
  • Explain the steps taken to address your concern
  • Provide any remedial actions taken
  • Request your confirmation of resolution

6. Escalation Process

6.1 If You're Not Satisfied

If you are not satisfied with the resolution provided by our Grievance Officer, you may:

  • Request escalation to senior management
  • Request a review of the decision
  • Provide additional information or clarification

6.2 External Authorities

If you are still not satisfied after exhausting our internal grievance process, you may approach:

  • Consumer Forums: District, State, or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
  • IRDAI: Insurance Regulatory and Development Authority of India (if related to insurance matters)
  • Legal Authorities: Appropriate courts or legal forums as per applicable laws

7. Appeal Process

If you disagree with our grievance resolution, you have the right to appeal:

  • Submit a written appeal within 15 days of receiving the resolution
  • Provide additional information or evidence
  • Request review by senior management

We will review your appeal and provide a final decision within 15 business days.

8. Confidentiality

We treat all grievances with strict confidentiality:

  • Your personal information is protected
  • Grievance details are shared only with authorized personnel
  • We comply with privacy and data protection laws

9. Grievance Tracking

You can track the status of your grievance by:

  • Contacting our support team
  • Emailing the Grievance Officer
  • Checking your account portal (if applicable)

We will provide regular updates on the progress of your grievance.

10. Prevention of Grievances

We continuously work to prevent grievances by:

  • Providing clear and transparent communication
  • Setting realistic expectations
  • Training our staff on customer service
  • Regularly reviewing and improving our processes
  • Soliciting and acting on customer feedback

11. Contact Information

Grievance Officer:

Reclaim Bharosa

Helping India with smoother insurance claim processes

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