In the business world, customers are considered like God. However, they often face challenges when it’s hard to figure out where to file a complaint about a product or service.
Insurance companies often promise better service, but many times things don’t go as expected. This leaves customers confused about where to file their complaints.
Insurance Companies started CGRS
To address this issue, insurance companies introduced the Customer Grievance Redressal System (CGRS) in 2019.
This system was designed to increase transparency between customers and service providers, ensuring that customer needs are better addressed.
Customers have various types of complaints, such as misunderstandings about policy terms, a need for clearer understanding of the policy, or issues related to the service quality.
Companies started Complaint Cell
To address these concerns, insurance companies have established their own grievance redressal cells.
This helps reduce the gap between policyholders and insurance providers.
Now, policyholders can easily share their concerns via phone, email, or by visiting the company’s website or branch.
A Grievance Redressal Officer (GRO) is always available to ensure that issues are thoroughly investigated and resolved promptly.
Bima Bharosa Portal Replaces CGRS
In 2022, the Insurance Regulatory and Development Authority of India (IRDAI) launched the Insurance Bharosa Portal.
This portal serves as a central platform for addressing and resolving complaints within the insurance industry.
It assures customers that they will receive timely assistance whenever needed.
