Service Promise

At Kotak General Insurance, we work as one team with a common purpose – to provide best-in-class service to our customers. You are at the centre of everything we do and we will work tirelessly towards ensuring that we meet and exceed your expectations in a fair and responsible way. We follow a set of service standards to ensure your issues are resolved in an independent and prompt manner. Below given is the maximum time which we would take to respond to those service requests as prescribed by IRDAI.

Service

Maximum Turnaround Time

General

Processing of proposal and communication of decisions including requirements / issue of policy / cancellations

15 days

Obtaining Copy of the proposal

30 days

Post policy issue service requests concerning mistakes / Refund of proposal deposit and also Non-claim related service requests.

10 days

General Insurance – Motor Claims

Survey report submission

30 days

Insurer seeking addendum report

15 days

Claims concluded by the insurer

within 30 days after receipt of final survey report and/or the last relevant and necessary document as the case may be

General Insurance – Health Claims

Claims concluded by the insurer

30 days from the date of last submission of last document by the customer

Claims concluded by the insurer (where investigation conducted by the insurer)

45 days from the date of last submission of last document by the customer

Grievances

Acknowledging a Grievance

3 days

Resolving a Grievance

15 days