Name of the Organization : Oriental Insurance Company Ltd (orientalinsurance.org.in)
Type of Facility : Register and Track Grievances Online
Location : Delhi
Website : https://orientalinsurance.org.in/
How to Register and Track Grievances Online?
Grievances/ Complaints Redressal Mechanism:
** All grievances/ Complaints are registered on our portal https://orientalinsurance.org.in/
** Three tier structure of grievance management consisting of Corporate Grievance Cell, Regional Grievance Cell and Grievance Cells at DO/BO.
** Nominated Grievance Officer in each office.
** Regional Redressal Committees in each RO to review and resolve pending grievances on a weekly basis.
** All our Branches and Divisions are equipped to handle grievances in a time bound manner.
Procedure For Registering and Management of Grievances/Complaints On Our Portal:
** First, register on portal in order to submit your grievance.
** After online submission of grievance, Unique Grievance Number is generated and sms and e-mail alert will be sent to you,provided you have given your cell number and e-mail ID.
** Email alert/ dashboard notification to corresponding OICL office (designated officer) on submission of a grievance by you.
** You may track the status of your grievance and the response provided by OICL office and can escalate to IRDA (Insurance Regulatory and Development Authority of India) by logging in IGMS,if you so wish.
** Unattended grievance can be escalated to IRDA by logging in IGMS.
Steps In Resolution Of Grievances/ Complaints:
** Grievance Cell of the Branch/Divisional office shall register every complaint received and acknowledge it within 3 days. The acknowledgment shall clearly indicate the Unique Grievance Number for future reference.
** Resolving the grievance within fifteen days.
** If a customer is aggrieved by the decisions or delay at the BO/DO level then he can approach the next higher office, which is the controlling Regional Office.
** The list of our Regional Offices with their addresses is available on https://orientalinsurance.org.in/
** Once the Grievance is resolved, the status will be updated on the Portal and the complainant will be provided with the name, address, e-mail ID and phone No. of the authority to whom the complainant can escalate the matter if he is not satisfied with the resolution provided.
** In case the customer feels aggrieved even after a review by Regional Office, a final internal review will lie with Head Office. Request for review to Head Office may be sent by e-mail to csd@orientalinsurance.co.in
Our Grievance handling machinery is designed to deliver fair, prompt and impartial resolution of the complaint of our customers. At the request of the customer, a personal hearing can also be arranged.
Grievance Redressal By Insurance Ombudsman:
** Customers who are not satisfied with the resolution of their grievance by the Company have recourse to Insurance Ombudsman.
** A formal complaint can be lodged with the Insurance Ombudsman having jurisdiction over the case for personal class of insurance policies only.
** Before approaching Ombudsman, a representation should be made to the Insurance Company. If no reply is received within one month or the reply is not satisfactory, the Ombudsman can be approached.
** The maximum limit for the amount under dispute for which the Ombudsman can entertain is Rs.20 lac and Complaints can be made to Ombudsman within one year of the rejection by insurer of the representation of the complainant or the insurer’s final reply to the Complainant’s representation.
For a list of offices of the Insurance Ombudsman and details of their operations, please visit www.irdaindia.org
For any grievance or complaint, please write to
Mr. Masood Wahab,
Chief Manager,
Customer Service Department,
Head Office, New Delhi.
Contact details :
For all query, guidance and complaints use our Toll free number:1800118485 .
Email:
For complaints/grievance related to insurance policy or claims: csd@orientalinsurance.co.in
For complaints/grievance related to online insurance policy: portal.support@orientalinsurance.co.in