Royal Sundaram steps up customer service

• Incorporates to IRDA’s Integrated Grievances Management System
• Company lays strong orientation on customer satisfaction and delight

Royal Sundaram Alliance Insurance Company Limited (www.royalsundaram.in), the first private sector general insurance company in India to be licensed, announced its integration with IRDA’s centralized grievance redress mechanism, Integrated Grievances Management System. Guided by Company’s philosophy of customer service brilliance, this move will create a standard platform with evolved touch points, facilitating policyholders seeking remedial information. The integration of Royal Sundaram in IGMS will allow policyholders to register and track their concerns or complaints online with the Company, Regulator or either place.

From the very beginning, backed with the expertise from RSA and Sundaram Finance Group, Royal Sundaram evolved a multiple level grievance matrix. The Company has been ensuring customer experience and engagement by having an independent grievance cell linked with its website, 24x7 customer service number and even branches. Royal Sundaram has developed processes to actively engage with policyholders through blogging website, iTalk, and also through Facebook, Twitter and other social media presence.

Ajay Bimbhet, Managing Director says, “We at Royal Sundaram vouch for quality customer service and believe it to be the key growth driver of profitable business. Integration to the IGMS now, has our full interest, as we view customer grievances as an opportunity to bring operations and management practices in line with our philosophy of customer service brilliance. Company’s advancement will allow it to service wider audiences. ”

IGMS will have a uniform input form as specified by the Authority. Insurers shall respond to the grievances of the policyholders within two weeks.

Speaking on the IGMS system, Ajay further added, “This is a progressive regulatory step in the interest of policyholders. IGMS is a standard platform to all insurers to resolve policyholder grievances and enables all the stakeholders to analyze data on complaints and make systematic changes whenever required. It will bring more transparency in the whole system.”

The regulator made it mandatory for all insurance companies to set up infrastructure which would comply with the grievance settlement procedures.