ISNP
Service TAT - Health
In accordance with Schedule I of the Insurance ecommerce guidelines issued by IRDAI on 9th March 2017, Pioneer Insurance & Reinsurance Brokers Pvt. Ltd (formely known as Pinc Insurance), as an ISNP follows the following service TAT’s for online sale of Health Insurance products:
| Policyholder servicing turnaround times are as follows: | ||
|---|---|---|
| Service parameters | Maximum turnaround time (calendar days) | Turnaround time to be calculated from |
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 15 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Providing copy of accepted proposal form | 5 days | Date of acceptance of the proposal |
| Refund of proposal deposit post cancellation of proposal | 10 days | Date of case decision/date of receipt of last necessary document /date of receipt of request for cancellation of proposal, whichever is later |
| Requests for refund towards free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 10 days | Date of receipt of request/last necessary document, whichever is later |
| Acknowledgement of Grievance | 5 days | Date of receipt of Grievance |
| Resolution of Grievance | 30 days | Date of receipt of Grievance |
| Compliance of KYC norms | --- | KYC is not required upto premium payment of 50K. However for premium above 50K PAN Number is required. |
Service TAT - Life
In accordance with Schedule I of the Insurance ecommerce guidelines issued by IRDAI on 9th March 2017, Pioneer Insurance & Reinsurance Brokers Pvt. Ltd (formely known as Pinc Insurance), as an ISNP follows the following service TAT’s for online sale of Life Insurance products:
| Policyholder servicing turnaround times are as follows: | ||
|---|---|---|
| Service parameters | Maximum turnaround time (calendar days) | Turnaround time to be calculated from |
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 15 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Providing copy of accepted proposal form | 5 days | Date of acceptance of the proposal |
| Refund of proposal deposit post cancellation of proposal | 10 days | Date of case decision/date of receipt of last necessary document /date of receipt of request for cancellation of proposal, whichever is later |
| Requests for refund towards free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 10 days | Date of receipt of request/last necessary document, whichever is later |
| Acknowledgement of Grievance | 5 days | Date of receipt of Grievance |
| Resolution of Grievance | 30 days | Date of receipt of Grievance |
| Compliance of KYC norms | 45 days | Date of transaction of the Website. |
Service TAT - Motor, Two Wheeler & Travel
In accordance with Schedule I of the Insurance ecommerce guidelines issued by IRDAI on 9th March 2017, Pioneer Insurance & Reinsurance Brokers Pvt. Ltd (formely known as Pinc Insurance), as an ISNP follows the following service TAT’s for online sale of General Insurance products - Travel, Motor and 2W:
| Policyholder servicing turnaround times are as follows: | ||
|---|---|---|
| Service parameters | Maximum turnaround time (calendar days) | Turnaround time to be calculated from |
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 15 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Providing copy of accepted proposal form | 5 days | Date of acceptance of the proposal |
| Refund of proposal deposit post cancellation of proposal | 10 days | Date of case decision/date of receipt of last necessary document /date of receipt of request for cancellation of proposal, whichever is later |
| Requests for refund towards free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 10 days | Date of receipt of request/last necessary document, whichever is later |
| Acknowledgement of Grievance | 5 days | Date of receipt of Grievance |
| Resolution of Grievance | 30 days | Date of receipt of Grievance |
| Compliance of KYC norms | --- | KYC is not required upto premium payment of 50K. However for premium above 50K pan number is required. |
HEALTH INSURANCE : Procedures, processes and timelines of post-sales servicing (in accordance with Schedule III of Insurance e-commerce guidelines)
This document has detailed information on the procedures, processes and timelines for post sales servicing. If in case, you want to avail any of these services, you may do so by: Sending your request at our email id assistance@pincinsure.com from your registered email id.
- Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form
Turnaround time is 15 calendar days from the date of receipt of complete documents.
- Organizing medical checkup and submission of medical reports
Medical checkups are required by the Insurers per the plan that the customer has procured. If the plan requires a medical check up - once customer has made the payment of the recently purchased online plan, he/she would be routed to complete the next steps i.e. Schedule Medical (if applicable).
- Issuance of endorsement
An endorsement is issued to the policyholder whenever any contractual changes (permitted by the plan/policy) are requested by the policyholder, accepted by the Insurer and made in the policy. Please refer to sections (d), (g), (l) and (n) of this document for types of changes and their respective documentation.
The turnaround time is 15 business days from the date of receipt of complete documents.
Change of Policy Terms and Conditions/Details Change
- Correction of Date of Birth (DOB): Change of DOB request means a change or correction in the Date of Birth of the policyholder, life insured or nominee / trustee.
Documents required to carry out the request are:
Date of Birth Proof
- Additional Premium (wherever applicable due to change of DOB)
The turnaround time is 15 business days from the date of receipt of complete documents
- Increase in sum assured / Decrease in Sum assured: As per policy contract, this transaction is allowed only the time of renewal.
Documents required to carry out the request are:
- Change Request form (wherever applicable)
- Premium (wherever applicable)
- Medicals (wherever applicable)
The turnaround time is 15 business days from the date of receipt of complete documents.
- Correction of Gender: Change in Gender means updating of correct Gender in Customer’s Policy.
Documents required
- ID Proof in which DOB should match with our records.
- Premium (wherever applicable due to change of Gender).
- The turnaround time is 10 business days from the date of receipt of complete documents
Change of Name/Address
- Change of name: If in case, you want to place request for change of name, you are requested to submit below mentioned requirements.
Documents:
- A valid name change proof (on which customer's DOB should match with our records) DOB Proof should be in DD-MM-YY order
- Name Change affidavit (as per state value) attested by first class magistrate
The turnaround time is 15 business days from the date of receipt of complete documents
- Change of address: If in case, you want to place request for change of address, you are requested to submit below mentioned requirements.
Documents:
- Self-Attested valid address Proof of new address
Turnaround time is 15 business days from the date of receipt of complete documents
LIFE INSURANCE : Procedures, processes and timelines for Pre- Sales solicitation of insurance policies.
- E-Quote generation on the digital platform:
The E-Quote for a customer is generated once he/she fills up the basic details like DOB, Gender, Smoker/non smoker, Cover Amount, personal details – Name, mobile, email ID.
- Plan selection & redirection to Product page:
Upon E-Quote generation customer can check the Quotes from various insurance companies and select any insurance company’s plan that the customer wishes to purchase, he will then be redirected to product page for that insurer which lists down all the details of the plan selected and gives option to select riders.
- Redirection to Payment Gateway:
Customer is redirected to the payment gateway ( PG) page and premium payment is made by him/her. Customer has various payment options to pay the initial premium at the time of application for example - through internet banking, debit card, credit card and wallets. These options are available on the payment page of the proposal form journey on our website. This might change from time to time. Apart from this, standing instruction option is also available to pay future renewal premiums. Once customer has made the payment online, he/she would be directed to complete the next steps i.e. Fill Proposal form, Upload Documents & Schedule Medical (if applicable).
For any sales related queries, the customer can call us on: 022-6618 6633
LIFE INSURANCE : Procedures, processes and timelines for Post Sales servicing of insurance policies
Life Insurance policies enqueries will be made from pincinsurance.com and remaining process will be handle via offline.
MOTOR & TWO WHEELER : Procedures, processes and timelines of post-sales servicing.
This document has detailed information on the procedures, processes and timelines for post sales servicing. If in case, you want to avail any of these services, you may do so by: Sending your request at our email id assistance@pincinsure.com from your registered email id.
- Issuance and crediting of the Policy document / Certificate of Insurance / Proposal form
The turnaround time for issuance and crediting of policy is 7 (seven) calendar days from the date of receipt of complete documents by the Insurer.
- Organizing inspection and submission of video inspection report:
Once customer has made the payment of the purchased online plan, he/she would be routed to complete the next steps i.e. Schedule an Inspection (if applicable).
- Issuance of endorsement
An endorsement is issued to the policyholder whenever any contractual changes are accepted and made in the policy. Please refer to below sections of this document for types of changes and their respective documentation
The turnaround time is 15 (fifteen) calendar days from the date of receipt of complete documents by the Insurer.
Change of Policy Terms and Conditions/Details Change
Correction of Date of Birth(DOB):Change of DOB request means a change or correction in the Date of Birth of the policyholder, life insured or nominee / Trustee.
Documents required:
- DOB change form (for all policy numbers)
- Self attested Date of Birth Proof
- Premium (wherever applicable due to change of DOB)
- Revised Illustration duly signed
Vehicles details change
- Registration Certificate (RC)
- Premium (wherever applicable due to change in NCB, IDV, Ownership transfer, CC Fuel type, CNG addition, MFG year, Legal liablity for paid driver & model and variant).
The turnaround time is 15 (fifteen) calendar days from the date of receipt of complete documents by the Insurer.
Effective date of coverage change:
As per contract. A customer can change on the basis of previous year policy
Documents required:
- Previous year policy
Turnaround time is 15 calendar days from the date of receipt of complete documents
Change of Name/Address
Change of name: If in case, you want to place request for change of name, you are requested to submit below mentioned requirements.
Documents:
- RC Copy
- Previous year policy copy
Change of address:If in case, you want to place request for change of address, you are requested to submit below mentioned requirements
Documents:
- Self-Attested valid address Proof of new address
Change of Nomination
Change of nomination:As per policy contract, policyholder may nominate any other person, to whom the money secured under the policy shall be paid in the event of death of the policyholder. If in case, you want to place request for change of nominee, you are requested to submit below mentioned requirements
Documents required:
- A request letter duly signed by the policyholder, mentioning the new nominee name
- Email from registered email id stating name of nominee and relation
Turnaround time is 15 calendar days from the date of receipt of complete documents by the Insurer.
Grievance Redressal Policy
Pioneer Insurance & Reinsurance Brokers Private Limited (hereinafter referred as “The Company/PINC”) believes that excellence in customer service is the most important tool for sustained business growth. Therefore, the company follows a philosophy of providing resolution of the customers’ complaint/grievance in a manner that effectively resolves the complaint to customer’s satisfaction.
OBJECTIVE
The objective of this policy is to provide for efficient & effective grievance redressal mechanism to policyholders, nominees and other persons claiming under policies and has been formulated taking into account the following:
- Complaints raised by customers are dealt with courtesy and on time.
- Customers are treated fairly at all times.
- Complete transparency is maintained with the customers.
- All complaints are dealt with efficiently and fairly.
- Customers are fully informed of avenues to escalate their complaints / grievances within the organization.
- Customers are informed of their rights to alternative remedy if they are not fully satisfied with the response of the Company to their complaints.
- Recognize that our quality and business goals go hand in hand and have a continual improvement of the customer complaint handling process through the use of various tools and information technology available for business process improvement.
SCOPE
The policy shall cover all the complaints/grievances received from the policy holder/ its nominee/beneficiary/authorized person (with the written consent of the policy owner). The company will not accept any complaint from third party, agencies on behalf of the customer unless we have written consent from the policy holder. Grievances received from consumer forums, ombudsman office or court will be dealt separately by the legal team. Inquiry or Requests are not covered under this policy.
DEFINITIONS
“Complainant” means a policyholder or prospect or any beneficiary of an insurance policy who has filed a complaint or grievance against the insurer or the company
“Complaints” or “Grievance” means written expression (includes a communication in the form of electronic mail or other electronic scripts), if dissatisfaction by a complainant with insurer, company or other regulated entities about an action or lack of action about the standard of service or deficiency of service of such insurer, company or other regulated entities
Explanation – An inquiry or request would not fall within the definition of the complaint or grievance. An Inquiry and Request would mean the following:
An “Inquiry” is defined as any communication from a customer for the primary purpose of requesting information about a company and/or its services.
A “Request” is defined as any communication from a customer soliciting a service such as a change or modification in the policy
COMPLAINT REDRESSAL PROCESS
If you have a grievance that you wish to redress, you may contact us with the details of your grievance through any of the following channel:
Step 1: Channel for communication
- Email : grievance@pincinsure.com or
- Letter: “Grievance Officer” 1219, 12th Floor, Maker Chamber 5, Nariman Point, Mumbai (MH) – 400021 or
- Contact Centre : Customer can Call us on 1800 267 7500 from 10.00 am to 7.00 pm Monday to Friday excluding public holidays or
- Branch: Customer can speak to branch head for resolution of their issues or they can guide the customer to register the complaint. There is a Branch locator option that has also been provided on our website at https://www.pincinsurance.com/contact-us in case the client wants to locate the address of the nearest branch to their locality.
Step 2: Process for addressing the queries
- All grievances will be given acknowledgment receipt within 24 working hours of the receipt of complaint.
- All couriers will be answered within 14 days from the date of receipt.
- All grievances from walk in customer will be acknowledged immediately and log shall be maintained in this regard.
- Based on type of grievance the company shall exercise all efforts to resolve the same within 14 working days from the date of receipt of complaint.
- Once the complaint is resolved a closure mail shall be sent to the customer with the request of rating the same.
Step 3: Escalation Matrix
If a client is not satisfied with the resolution provided through various channels, the client has the option to escalate the issues to a higher level, as per the escalation matrix given underneath- Use the details shared in Step 1
- Level 1: In case the customer is not satisfied with the decision or not have received any response within 7 working days through Step 1, he/she may escalate the matter to Grievance Redressal Officer, Mr. Sanjay Kabra at sanjay.kabra@pincinsure.com.
- Level 2: If still not satisfied after level 1 or not have received any response within 14 working days from Grievance officer. Please escalate the matter to the Principal Officer at : PO_Pioneer@pincinsure.com
- Level 3: If after having followed Level 1 and Level 2 your issue remain unsolved, you may approach The Insurance Regulatory Development Authority of India (IRDAI) at http://www.policyholder.gov.in/report.aspx# or Ombudsman at http://www.ecoi.co.in/procedure.html respectively
Step 3: Resolution of Grievances
PINC endeavours to resolve all grievances to the satisfaction of the customers. In order to ensure fair resolution for the customer, the Regulator has set conditions for treating the grievances as closed. As per IRDAI regulations, a grievance shall be considered as disposed off and resolved:- When PINC has acceded to the request of the complainant fully. or
- Where the complainant has indicated in writing, acceptance of the response of the company. or
- Where the complainant has not responded to the Company within 8 weeks of the Company’s written response.