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Our Service Parameters & Turn around Times
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 Times | |
|
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 Times | |
| Acknowledge a grievance | Immediately | |
| Resolve a Grievance | Within 2 weeks | |
| Motor Claims | ||
|---|---|---|
| Service Parameters | Turnaround Times | |
| 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 Times | |
|
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 Times | |
| Pre-Authorisation (Initial) | 1 hours | |
| Pre-Authorisation (Final) | 3 hours | |
| Health Claims -Reimbursement - Non-Investigated | 15 Working days | |
| Health Claims - Benefit Policy - Non-Investigated | 15 Working days | |
| Health Claims -Reimbursement - Investigated | 45 Working days | |
| Health Claims - Benefit Policy - Investigated | 45 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 – Approval and Settlement | 15 Working days | |
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
Please raise a complaint with us through our Online form, and we would come back to you with a response in 2 business days.
Step 2
In case you are not satisfied with our online response or have not received any response in 2 business days, you may approach our office at the following address:
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Call us at
1860 425 0000
1860 258 0000
Drop us an email
care@royalsundaram.in
Step 3
In case you are not satisfied with our online response or have not received any response in 2 business days, you may approach our office at the following address:
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Senior Citizen Redressal :
9500413019
Grievance Redressal Officer :
Mr. T M Shyamsunder, 9500413094
Drop us an email
manager.care@royalsundaram.in
Senior Citizen can Write to us at
seniorcitizengrievances@royalsundaram.in
Step 4
In case you are not satisfied with our online response or have not received any response in 2 business days, you may approach our office at the following address:
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Click here to view Office of the Executive Council of Insurers
Drop us an email
head.cs@royalsundaram.in
Step 5
In case you are not satisfied with the decision/resolution of the Company, you may approach the
IRDAI Grievance Call Center
IRDAI Grievance Call Center
Insurance Regulatory & Development Authority of
India United India Tower, 9th floor, 3-5-817/818
Basheerbagh, Hyderabad- 500 029.
Contact Number:
040-66514888
Call us at
1860 425 0000
1860 258 0000
Drop us an email
gro@royalsundaram.in
Please raise a complaint with us through our Online form, and we would come back to you with a response in 2 business days.
In case you are not satisfied with our online response or have not received any response in 2 business days, you may approach our office at the following address:
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Drop us an email
In case you are not satisfied with our online response or have not received any response in 2 business days, you may approach our office at the following address:
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Drop us an email
Senior Citizen can Write to us at
seniorcitizengrievances@royalsundaram.in
Senior Citizen Redressal :
9500413019
Grievance Redressal Officer :
Mr. T M Shyamsunder, 9500413094
In case you are not satisfied with our online response or have not received any response in 2 business days, you may approach our office at the following address:
Customer Services Team
Royal Sundaram General Insurance Co. Limited
Vishranthi
Melaram
Towers
No.2/319 , Rajiv Gandhi Salai(OMR) Karapakkam,
Chennai - 600097
Call us at
1860 425 0000
1860 258 0000
Drop us an email
care@royalsundaram.in
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