Irdai looking for grievance redressal centre
Regulator Irdai is looking for an agency to manage its multi-media grievance redressal centre with a view to address complaints of the insured public against insurance companies. The Insurance Regulatory and Development Authority of India (Irdai) had set up a consumer affairs department (CAD) to oversee compliance of insurers and intermediaries with respect to Protection of Policyholders' Interests Regulations.
- It will also empower consumers by educating them on grievance redressal mechanisms.
- To provide alternative channels to receive complaints against insurers, it has set up the Irdai Grievance Call Centre (IGCC) that receives complaints through a toll-free telephone number and by e-mail.
- The agency will be required to manage its IGCC by providing the state-of-the-art call centre solution based on IP Multimedia platform for seamless handling of channels (telephone calls, e-mails and letters) with unified administration and reporting as well as having the integrated components in a single platform, said the request for proposal (RFP) for IGCC Services.
- The entity, the RFP said, should be able to take over the operations from the current service provider.
- According to the RFP document, the duration of the contract will be initial for three years and further extendable for two years on a year-on-year basis.
- The regulator said the IGCC is envisaged to be a true alternative channel for the insured public consumers by offering comprehensive tele-functionalities (both manual and IVR) to all insurance consumer segments.
- It serves as a 12 hours X 6 days' service platform, offering multiple languages and integrating channels.
- The regulator has also put in place the Integrated Grievance Management System (IGMS) as an online system for grievance management.