Our Grievance Handling Process
Grievance Management

Check out our systematic and pre-defined grievance handling process. Our transparent process will make sure each and every grievance is taken with 100% priority and consideration.

Escalation Level 1

Mr. Suman Roy Chaudhary
> Designation: Founder & Director
> Email: suman@digisafe.co.in
> TAT: 7 Days from Date of Complaint

Escalation Level 2

Mr. Ghanshyam Maheshwari
> Designation: Principal Officer
> Email: po@digisafe.co.in
> TAT: 15 Days from Date of Complaint

Escalation Level 3

Reach to Insurance Company Nodal Officer

Escalation Level 4

Connect to Ombudsman
The Insurance Ombudsman scheme was created by the Government of India for individual policyholders to have their complaints settled out of the courts system in a cost-effective, efficient and impartial way.
There are at present 17 Insurance Ombudsman in different locations and any person who has a grievance against an insurer, may himself or through his legal heirs, nominee or assignee, make a complaint in writing to the Insurance ombudsman within whose territorial jurisdiction the branch or office of the insurer complained against or the residential address or place of residence of the complainant is located.
Approach the Ombudsman with complaints if:-

Connect to Ombudsman

You have first approached your insurance company with the complaint and they have rejected it
Not resolved it to your satisfaction or
Not responded to it at all for 30 days
Your complaint pertains to any policy you have taken in your capacity as an individual and
The value of the claim including expenses claimed is not above Rs 30 lakhs
Complaint to the Ombudsman can be about:-

Connect to Ombudsman

Delay in settlement of claims, beyond the time specified in the regulations, framed under the IRDAI Act, 1999.
Any partial or total repudiation of claims by the Life insurer, General insurer or the Health insurer.
Any dispute about premium paid or payable in terms of insurance policy.
Misrepresentation of policy terms and conditions at any time in the policy document or policy contract.
Legal construction of insurance policies in so far as the dispute relates to claim.
Policy servicing related grievances against insurers and their agents and intermediaries.
Issuance of life insurance policy, general insurance policy including health insurance policy which is not in conformity with the proposal form submitted by the proposer.
Non issuance of insurance policy after receipt of premium in life insurance and general insurance including health insurance and
Any other matter resulting from the violation of provisions of the Insurance Act, 1938 or the regulations, circulars, guidelines or instructions issued by the IRDAI from time to time or the terms and conditions of the policy contract, in so far as they relate to issues mentioned at clauses (1) to (6)
The Settlement Process

Recommendation and Award

The Ombudsman will act as mediator and arrive at a fair recommendation based on the facts of the dispute
If you accept this as a full and final settlement, the Ombudsman will inform the company which should comply with the terms in 15 days.
If a settlement by recommendation does not work, the Ombudsman will:
Pass an award within 3 months of receiving all the requirements from the complainant and which will be binding on the insurance company.
The Insurer shall comply with the award within 30 days of the receipt of award and intimate the compliance of the same to the Ombudsman.

Escalation Level 5

Registration of Complaints with the IRDAI by Policyholders
In case the complaint is not fully attended to by the Insurer within 15 days of lodging it, you may use the IGMS portal https://igms.irda.gov.in (Integrated Grievance Management System) for escalating the complaint to IRDAI and can view the status.
Can send the complaint through Email to complaints@irdai.gov.in
Can call Toll Free No. 155255 or 1800 4254 732.
Apart from the above options, if it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:-
Digisalkfe Source File
Redressal Cell. Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad – 500 032.

The General Manager

Consumer Affairs Department – Grievance Redressal Cell (IRDAI)