Ace Insurance Brokers Private Limited | IRDAI Reg. No. 246
| Grievance type | Category | Who can complain | Resolution timeline | Closure | Escalation |
|---|---|---|---|---|---|
| Direct business | |||||
| Grievances relating to service quality, misrepresentation, documentation, delay, or claim assistance | Category A | Policyholder, prospect, nominee, or beneficiary. Authorised representatives must provide written consent of policyholder. | Resolution within 14 days. Interim acknowledgment issued if resolution not possible within 14 days. | Written acceptance by complainant; or 30 days' silence after dispatch of final resolution. | Bima Bharosa (IRDAI) Insurance Ombudsman (for Cat B, after exhausting insurer's grievance mechanism) |
| Claim repudiation, settlement delay, policy issuance or servicing issues attributable to the insurer | Category B | Policyholder, prospect, nominee, or beneficiary. | Insurer's response communicated within 14 days. Interim acknowledgment issued if delayed. | ||
| Other grievance types | |||||
| Grievances received from consumer forums, ombudsman, or courts | Legal | As applicable | As per applicable legal or regulatory timelines | As determined by the forum or court | N/A |
| Grievances from corporate clients or cedants in connection with reinsurance business | Reinsurance | Corporate clients, cedants | Subject to complexity and jurisdictional requirements of the underlying transaction | As agreed between parties | As applicable |