Insurance regulator Irdai proposes to upgrade its grievance redressal machinery to expeditiously attend to complaints and has shortlisted three BPO companies for the purpose. The Consumer Affairs Department (CAD) in the Irdai through its Integrated Grievance Call Centre (IGCC) facilitate communication between the insured public, insurers and the regulator to improve the working of the grievance redressal mechanism.
The regulator has proposed to expand the ambit of the IGCC and invited bids for hiring a BPO company to provide a qualitative grievance redressal experience across the country. Cyfuture India, Intelenet Global Services and Karvy Data Management Services, the regulator said have fulfilled the eligibility criteria, technical requirements and accordingly they have been shortlisted for commercial bidding.
The commercial bids will be opened later this week. As per the bid document, the IGCC would examine and act on complaints received over phone and e-mails at the first level and then escalate them to the respective insurer.
“The IGCC is envisaged to be a true alternate channel for the insured public consumers by offering comprehensive tele- functionalities (both manual and IVR) to all insurance consumer segments, serving as a 12 hours X 6 days service platform, offering multiple languages and integrating channels,” the document said.