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.

What

  1. It will also empower consumers by educating them on grievance redressal mechanisms.
  2. 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.
  3. 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.
  4. The entity, the RFP said, should be able to take over the operations from the current service provider.
  5. 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.
  6. 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.
  7. It serves as a 12 hours X 6 days' service platform, offering multiple languages and integrating channels.
  8. The regulator has also put in place the Integrated Grievance Management System (IGMS) as an online system for grievance management.