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Our Service Parameters & Turn around Time
At Royal Sundaram we believe in giving our customers excellent
service and ensure that all concerns are
addressed to the very best of our abilities
| Policy Issuance | ||
|---|---|---|
| Service Parameters | Turnaround Time | |
|
All Retail Policies Non- premium endorsement to policies (like address change, name change) |
7 working days | |
| Financial endorsements | Motor | |
| Others | ||
| Service Requests | ||
| Policy Cancellation & Refund (wherever eligible) | ||
| General Processing of proposal and communication of decisions | 7 days from the date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later | |
| Any further requirements for underwriting the policy to be sought within | 7 days | |
| Where proposal form is not collected – information recorded in writing or electronic mode to be sent/confirmed with the Policy holder | 7 days | |
| Providing copy of the proposal form and copy of the policy document | 30days from the date of acceptance of the proposal | |
| Refund of Premium Deposit | Within 7 days from the date of underwriting decision | |
| Post Policy issue service requests concerning mistakes and also Non-Claim related service requests | 7 days from the date of the request | |
| Sending renewal notice to all policyholders | Within 30 days in advance | |
| Compliance with the Award of the Insurance Ombudsmen | Within 30 days of receipt of Award by the Company | |
| Grievance Redressal | ||
|---|---|---|
| Service Parameters | Turnaround Time | |
| Acknowledge a grievance | Immediately | |
| Resolve a Grievance | Within 2 weeks | |
| Motor Claims | ||
|---|---|---|
| Service Parameters | Turnaround Time | |
| Allotment of the survey shall be done | 24 hours of claim intimation | |
| Survey will be carried out | Within 48 hours of survey allotment or vehicle being left for repairs | |
| Survey report submission | Within 15 days from the intimation of the claim | |
| Repair basis (partial loss) | within 7 days from the date of submission of the survey report | |
| An offer letter for a Constructive Total Loss or Total Loss claim or for issue cases | within 7 days from the date of submission of the survey report | |
| settlement of Constructive Total Loss, TL, or theft claims | within 7 days from the date of receipt of the last document, like a consent letter or any other final document | |
| Policy Issuance | ||
|---|---|---|
| Service Parameters | Turnaround Time | |
|
All Retail Policies Non- premium endorsement to policies (like address change, name change) |
7 working days | |
| Financial endorsements | Motor | |
| Others | ||
| Service Requests | ||
| Policy Cancellation & Refund (wherever eligible) | ||
| Health Claims | ||
|---|---|---|
| Service Parameters | Turnaround Time* | |
| Pre-Authorisation(Initial) | 1 hours | |
| Pre-Authorisation(Final) | 3 hours | |
| Health Claims - Reimbursement | 15 Working days | |
| Health Claims - Benefit Policy | 15 Working days | |
| Personal Accident Claims - Non-Investigated | 15 Working days | |
| Personal Accident Claims - Investigated | 45 Working days | |
| Travel claims | 15 Working days | |
| Home claims – Appointment of survey | 24 hours | |
| Home claims – Settlement of claims | Within 7 days of receipt of the survey report | |
* Upon receipt of last required claim document
Grievance Redressal Procedure
We promise to provide the service you want, but sometimes mistakes can happen. If you're not satisfied with our service, we're here to make it right. Your satisfaction is our main concern, especially when things haven't gone as planned.
Step 1
Raise a Complaint
Please raise your concern with us through our Online form / Call us at: 1860 425 0000 / 1860 258 0000 / mail us at care@royalsundaram.in
Write to us
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Senior Citizen can Write to us at
seniorcitizengrievances@royalsundaram.in
We will acknowledge your grievance immediately and provide a resolution.
Step 2
Escalation 1
If you are not satisfied with the resolution provided or require any further assistance, you may escalate the matter to: manager.care@royalsundaram.in
Step 3
Escalation 2
If you feel your grievance has not been resolved satisfactorily, you may escalate further to: head.cs@royalsundaram.in
Step 4
Escalation to Grievance Redressal Officer - Final Internal Escalation
If you need further resolution, you may escalate it to:
Senior Citizen Redressal :
9500413019
Grievance Redressal Officer :
Mr. T M Shyamsunder,
9500413094
Drop us an email
gro@royalsundaram.in
For updated details of grievance officer, kindly refer the link http://www.royalsundaram.in.
lf you are not satisfied with the Redressal of grievance through above methods, you may also approach the office of Insurance Ombudsman of the respective area/region for Redressal of grievance as per insurance Ombudsman Rules 2017.
Insurance Ombudsman addresses can be accessed at -https://www.cioins.co.in/Ombudsman
Raise a Complaint
Please raise your concern with us through our Online form / Call us at: 1860 425 0000 / 1860 258 0000 / mail us at care@royalsundaram.in
Write to us
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Senior Citizen can Write to us at
We will acknowledge your grievance immediately and provide a resolution.
Escalation 1
If you are not satisfied with the resolution provided or require any further assistance, you may escalate the matter to: manager.care@royalsundaram.in
Escalation 2
If you feel your grievance has not been resolved satisfactorily, you may escalate further to: head.cs@royalsundaram.in
Escalation to Grievance Redressal Officer - Final Internal Escalation
If you need further resolution, you may escalate it to:
Drop us an email
Senior Citizen Redressal :
9500413019
Grievance Redressal Officer :
Mr. T M Shyamsunder,
9500413094
For updated details of grievance officer, kindly refer the link http://www.royalsundaram.in.
lf you are not satisfied with the Redressal of grievance through above methods, you may also approach the office of Insurance Ombudsman of the respective area/region for Redressal of grievance as per insurance Ombudsman Rules 2017.
Insurance Ombudsman addresses can be accessed at -https://www.cioins.co.in/Ombudsman
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