Grievance Redressal Policy

Grievance Redressal

About Us

Recapita Insurance Brokers Pvt. Ltd. operates the website recapitainsurance.in. We are a licensed Direct Insurance Broker registered with IRDAI bearing License No. 1098, Category: Direct (Life & General), valid till 10/05/2028.

Our Commitment

At Recapita Insurance Brokers Pvt. Ltd., we are committed to providing our clients with the highest standard of service. We recognise that there may be occasions where our clients feel dissatisfied. This Grievance Redressal Policy outlines how we receive, register, and resolve complaints in a fair, transparent, and timely manner, in accordance with the IRDAI (Insurance Brokers) Regulations, 2018 and the IRDAI (Protection of Policyholders' Interests, Operations and Allied Matters of Insurers) Regulations, 2024.

What is a Grievance?

A grievance or complaint means any written expression of dissatisfaction - including by email or electronic communication - by a client regarding any action or lack of action, or deficiency of service, by Recapita Insurance Brokers Pvt. Ltd. or any insurer we have facilitated a transaction with. General enquiries or requests for information do not constitute grievances.

How to Register a Complaint

You may register your complaint through any of the following channels:

Email: recapitainsurance@gmail.com

Phone: +91 9109232545 | +91 755 4923303, Ext. 138

Post / In Person: Ground Floor, 10 Recapita House, Amaltas Phase-1, Chunabhatti, Kolar Road, Bhopal, M.P. 462016

When submitting a complaint, please include your name, contact details, policy number (if applicable), a clear description of the issue, and any supporting documents.

Resolution Timelines

In accordance with IRDAI regulations and the IRDAI (Insurance Brokers) Regulations, 2018 (Regulation 27), we will:

Acknowledge receipt of your complaint within 3 working days.

Resolve your complaint and communicate the outcome within 14 days of receipt.

Where a complaint cannot be resolved within 14 days, we will inform you of the reasons for the delay and the expected resolution date.

Grievance Officer

All complaints are reviewed and resolved by our designated Grievance Officer. You may contact them directly:

Name: Amit Kumar Jain

Designation: Grievance Redressal Officer

Email: recapitainsurance@gmail.com

Phone: +91 9109232545 | +91 755 4923303, Ext. 138

Address: Ground Floor, 10 Recapita House, Amaltas Phase-1, Chunabhatti, Kolar Road, Bhopal, M.P. 462016

Escalation - Still Not Satisfied?

If your grievance is not resolved to your satisfaction within 15 days of lodging it with us, you may escalate your complaint through the following channels:

1. IRDAI Bima Bharosa (IGMS)

Website: https://bimabharosa.irdai.gov.in

Toll-Free: 155255 / 1800 425 4732 (Monday to Saturday, 8 AM - 8 PM)

Email: complaints@irdai.gov.in

2. Insurance Ombudsman

If the dispute is not resolved through IGMS, you may approach the Insurance Ombudsman having jurisdiction over your area of residence. A list of Ombudsman offices is available at https://cioins.co.in. The Ombudsman can adjudicate complaints involving amounts up to Rs. 50 lakhs.

3. Consumer Forum

You may also approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

BEWARE OF SPURIOUS CALLS AND FICTITIOUS/FRAUDULENT OFFERS: IRDAI or its officials do not involve themselves in activities such as selling insurance policies, announcing bonuses or investment of premiums. Members of the public receiving such calls are requested to lodge a police complaint.