Citizen s Charter- DHFL Pramerica Life Insurance Ltd.

Transcription

1 DHFL Pramerica Life Insurance Company Ltd. 4 th Floor, Building No.9B, Cyber City, DLF City Ph III, Gurgaon Tel , Fax Citizen s Charter- DHFL Pramerica Life Insurance Ltd. 14 th January 2014

2 TABLE OF CONTENTS Page # 1.0 Preface Company Profile Our Vision and Values Our Mission Our Commitment to Customers Customer Servicing Standards Customer Servicing Timelines Escalation Level Customer Education and Awareness Program Customer Service Touch Points

3 1.0 Preface This charter is a summary of what DHFL Pramerica Life Insurance Company Limited (DPLI) proposes to offer to its policy holders and potential customers. This charter is not part of the policy terms & conditions issued by DHFL Pramerica Life Insurance Company Limited (DPLI) and also not a legal document creating rights and obligations. It has been prepared to promote fair life insurance practices and to give information to customers in regards to various aspects of new business proposal processing, customer servicing, grievance redressal and claims processing. 3

4 1.1 Company Profile About DHFL Pramerica Life Insurance (DPLI) DHFL Pramerica Life Insurance Company Limited (DPLI) is a joint venture between Dewan Housing Finance Corporation Ltd. (DHFL), India s second largest private sector housing finance company and Prudential International Insurance Holdings, Ltd. (PIIH), a fully owned subsidiary of Prudential Financial, Inc. (PFI), a financial services leader headquartered in the U.S. DPLI represents the coming together of two renowned financial services organizations with a legacy of business excellence spread over decades. The life insurance joint venture agreement between the two partners was signed in July DHFL Pramerica Life Insurance, which was earlier known as DLF Pramerica Life Insurance started operations in India on September 01, 2008 and has a pan India presence through multiple distribution channels which have been customized to address the specific insurance needs of diverse customer segments. The Company is committed to providing protection and quality financial advice to its customers. For further information on the Company, please visit Our Vision & Values Our Vision: To ensure that every life we touch feels secure and enriched Our Values: Customer Focused: Be someone who places customers and their needs at the forefront while developing and managing their financial solutions Mutual Respect: Build mutual respect by being an equal partner, who knows and willingly shares, helping people go further, rather than walking ahead and leading them, or walking behind and following Worthy of Trust: Build trust by choosing the right path, rather than the easy path and tell the truth the way it is. Be someone who keeps promises, meets commitments and behaves with integrity at all times Winning: Be positive and confident; seize every moment, every day, with a winning perspective, fearlessly facing the uncertainties of life 4

5 1.3 Our Mission: We shall be a guide and mentor to our people so that they are able to make the most informed decisions to meet their life goals. 1.4 Our Commitment to Customers We shall Strive to provide high quality advice and effective customer service to all our customers Provide timely and accurate policy information to all policyholders Conduct transparent and fair business practices Build trust and long term relationship with our customers 1.5 Customer Servicing Standards We shall 1. Develop a Grievance Redressal Policy for our customers which will be in line to the regulatory guidelines. 2. Ensure that all our Business Process Management (BPM) & Standard Operating Procedures (SOPs) are in place and maintained with proper version control and w.r.t the timeframe advised by the regulator. 3. Make welcome calls to all our policy holders post dispatch of the policy document confirming them on the key policy features like: Product, Policy Term, Sum assured and premium amount. 4. Send & SMS Alerts to respective policy holders on processing of critical servicing requests. 5. Provide an online policy manager to its policy holders giving them instant access to some of the key policy level information/ details and perform certain online transactions like: Fund Switch, Reinstatement of policy, On-line premium payment and download premium receipt. 6. Introduce Grievance Redressal Avenues and Escalation Matrix & Contact Us posters displayed in the Branches with Timelines. 7. Display posters in all branches on Policy Servicing and Claims Servicing Timelines as prescribed by IRDA. 8. Display posters in all Branches (in Hindi/English and regional Language) for creating awareness about the Institution of Insurance Ombudsman 9. Carry out Customer Satisfaction Survey, in order to gauge our performance on customer servicing standards & their customer expectation. 10. Have a Policy holder protection committee in place to effectively address complaints and grievances of Policyholders including misselling by intermediaries. 11. Recompense Penal Interest for Claim cases processed out of regulatory timelines without customer request and in lines with the regulatory guidelines. 5

6 1.6 Customer Servicing Timelines We shall strive to meet the following Policy Issuance & Customer Servicing Timelines: Servicing Standards A. Life Insurance Proposal/ Application Processing: 1. Processing of proposal and communication of decisions including requirements/issue of Policy/Cancellations Timelines* 15 days 2. Obtaining copy of the proposal 30 days B. Policy Servicing and Claims Servicing: 1. Post Policy issue service requests concerning mistakes/refund of proposal deposit and also non-claim related service requests 10 days 2. Surrender value/annuity/pension processing 10 days 3. Maturity claim/survival benefit/penal interest not paid 15 days 4. Raising claim requirements after lodging the claim 15 days 5. Death claim settlement without investigation requirement 30 days 6. Death claim settlement/repudiation with investigation 6 months requirement C. Grievances 1. Acknowledge a grievance 3 days 2. Resolve a grievance 15 days *Policyholder Servicing Turnaround time as prescribed by IRDA for Life Insurance Companies *Time Frame is from the date of receipt of required information by the Company 1.7 Escalation Level If the response received from the Company is not satisfactory or no response is received within two weeks (Business Days) of contacting the Company, the matter may be escalated to: [email protected] Head - Grievance Redressal Officer, DHFL Pramerica Life Insurance Company Ltd., 4th Floor, Building No. 9B, Cyber City, DLF City Phase III, Gurgaon

7 1.8 Consumer Education & Awareness Program We at DPLI shall strive to ensure that our policy holders are regularly informed on certain processing standards and regulatory guidelines / updates either thru SMS, alerts or thru company website. 1.9 Customer Service Touch Points At DHFL Pramerica Life Insurance, nothing is more important to us than to ensure that valued customers like you are completely satisfied with our service. Please choose an appropriate option for your feedback, complaints, suggestions or any requirements and we would be glad to assist you: a) Customer Service Helpline (Toll Free): (Monday to Saturday: 9 am to 7 pm) b) Fax us at: / 7200 c) SMS: 'Life' to d) Customer Care: [email protected] e) Website / On-line Policy Manager: f) Letter: Operations, DHFL Pramerica Life Insurance Company Ltd., 4th Floor, Building No.9 B, Cyber City, DLF City Phase III, Gurgaon g) Our Branch Offices (Branch Locator List available on IRDA s Integrated Grievance Management System (IGMS) DHFL Pramerica Life Insurance is pleased to integrate with IRDA s Integrated Grievance Management System (IGMS), in case the complaint is not addressed or a satisfactory resolution is not provided by the Insurer you may escalate your complaint to the: IRDA s online facility (Integrated Grievance Management System) which helps policyholders register complaints and track their status. For this purpose, you may login in to Call Center Toll Free Number [email protected] Complaints against Life Insurance Companies: Insurance Regulatory Development Authority Consumer Affairs Department United India Tower, 9th floor, /818, Basheerbagh, Hyderabad