• We aim to resolve your concerns, whenever possible, by close of business on the next third working day. If this is not possible, we will promptly acknowledge your complaint in writing no later than fourteen working days after receipt.
• If your complaint concerns an insurer, we will promptly refer your complaint in writing/ by mail to the Insurer. In these circumstances we will provide you with the full contact details for the insurer and, if the insurer is solely responsible, our final response.
• We will keep you regularly informed of our progress and the measures being taken to resolve your complaint. If our response is not issued within fourteen days of the date we received your complaint, we will issue a letter to you explaining why we have been unable to resolve your complaint and indicate when we will make further contact. You are welcome to contact us at any time to check the status of our investigation.
• If after fourteen days, you are still waiting for us to respond, we will write to you explaining why we have been unable to conclude your complaint and the options available to you.

Submitting your complaint to GIIB’s complaints team will not affect your right to submit your complaint to Grievance Redressal Officer of the concerned Insurance Company at their respective web site and Insurance Ombudsman as per provisions of IRDAI (Protection of Policyholder’s Interest) Regulation 2017at the link provided http://ecoi.co.in/ombudsman.html, should you not be satisfied with GIIB’s response.