How CIRL’s Grievance Support System Simplifies Insurance Claim Resolution?

Though the foundational pillar of the economy, the insurance sector has always been shrouded in complexity. To ease the confusion, policy holders painstakingly try to organize multiple policies, various hardcopy files, and myriad provider portals. The resulting fragmentation serves as a formidable source of anxiety during the five critical moments: claim submission and grievance resolution. The digital transformation, spearheaded by Centrico Insurance Repository Limited (CIRL) is changing those experiences for the better. CIRL has simplified policy management by offering a secure, centralized, and paperless platform. Their grievance support system is also robust, comprehensive, and specifically tailored to relieve the utter complexities of claim resolution.

The Traditional Challenge: A Fragmented and Paper-Based World

long gone are the days when managing insurance policies meant sorting through endless amounts of paper policy documents, calendars embellished with renewal reminders, and a clueless customer support team. Defeating a claim dispute also meant carrying the full burden of proof, which was a hassle. The reconciliation of the original policy with the claim, along with the history of submissions of the claim and the timely premium payments, was often fraught with complexity and grievance processes that had more hoopla than transparency. Everything was opaque and the more policy holders tried to navigate through, the more they were left frustrated and powerless.

The Solution CIRL to Centralize and Digitize all the Documents

Centrico Insurance Repository Limited ‘CIRL’ tackles this problem directly through the e-Insurance Account ‘eIA’. This system operates a digital platform with a simple motto – “Aaj Digital… Toh Kal Befikar…”.

The eIA serves as a single point of access system, secure and comprehensive for all your insurance policies from either a life or general perspective from any of the associated insurers. This IRDAI approved e Insurance Account serves as the single point of truth and verification for the policyholder and the insurance company at rest. The policy to e insurance account opening online, accessible to all without any form of payment, “is Completely FREE” and, offers no additional or hidden costs.

The digital system serves as a core for the simplified grievance mechanism. Holding all your information in one system allows a shift from the norm of unneeded sprawling for a quick and easy dispute resolution mechanism to review and resolve.

Active Disclosure: Anticipating and Avoiding Issues

The best system to capture and resolve a grievance is the one that is least utilized. CIRL’s platform has numerous factors aimed at fostering flexibility that are aimed to eliminate the need for disputes to arise.

Gaining Perspective with KYP determines policy value socially

Most of the grievances come from gaps in understanding what the policy includes, excludes, and the specific terms that accompany it. CIRL, also, is helping with Know your policy insurance with complete transparency. Having access to specific details in an insurance policy that is easily explained helps user understand their coverage, which leads to claim disputes and claim disputes and claim submissions.

Smooth Payments and Tracking

The pain of not being able to claim due to lapsed policy is one of the most intense claim rejections. CIRL, also, addresses this risk. It allows seamless insurance premium payments through Bharat Connect.

Moreover, CIRL helps in tracking policy renewal and tracking is very important. The ability to manage all user policies through a single dashboard allows users to easily see policies that will expire soon and can be renewed, thus avoiding unintentional gaps in coverage. A claim that is successful is achieved when the policy is active, in force, and step one. CIRL, also, is made to achieve this.

CIRL’S Grievance Support in Action When There Are Complications in Claims

Transparency does not always mean absence of disputes. In this case, these disputes are where the focus of the CIRL grievance support comes in. This is how the process is simplified

The Advantages for Insurers and Policyholders in Having a Single, Digital Record

In case a policyholder lodges a grievance, documentation is a prerequisite and step number one during the process. With an eIA, this is done within a matter of seconds. There is no need to sift through physical files. Policyholders can check your insurance policy online through the CIRL portal, and the system guarantees that both the policyholder and the insurer are viewing the exact same verified record.

Even for policies that are not linked yet, the option to upload insurance policies online (or as step 5 of the 5-step process “map” them) to the eIA allows for a greater level of centralization. The ability to maintain a single record without a physical form drastically reduces the chances of the inefficiencies caused by the “lost document” or “version mismatch” claims that overly complicate resolution processes.

A Holistic, Single Help-desk Reception

CIRL offers more than a platform, it offers a service. With a simple platform, policyholders are no longer alone in case they have an issue, whether it is a question or a difficult dispute with a claim. There are multiple issue resolution options available, which are more sophisticated than the standard call centre approach.

• Formal Ticketing. The ability to “Raise a Ticket” allows for grievance records to be tracked which increases the chances of the grievance being resolved.
• Direct Email: For detailed communications, users can email CIRLHELPDESK@CIRL.CO.IN.
• Phone Support: Complex queries can be answered over the phone at 08065346210. Support is available Monday to Friday, 10:00 AM to 6:00 PM.
• WhatsApp Channel: In line with modern information sharing trends, users can be granted access to the Centrico’s WhatsApp Channel by clicking “Click here to Join WhatsApp Channel.

The dedicated team addresses and resolves the users’ issues, and the members can select their preferred communication style.

Teamed “One Window” Benefit on Resolution

Thanks to the e-Insurance Account for policy management, CIRL can collect and store the policies allowing it to act as a “one window” facilitator. Policyholders will not be sent from the insurer, to a Third-Party Administrator (TPA), and other companies. Instead, communications are streamlined by CIRL’s grievance team. They possess policy information, a direct association to the partnered insurers, and keep the platform as a trusted repository.

Having a grievance process attached to the interface where you hold your policy is a step integration and saves everyone time. Also, the system works with the ABHA ID, enhancing the connected experience by streamlining the claim process.

Getting Started: Your 5-Step Path to Secure Management

Use these features quickly, they are designed to be set up in 10 minutes.

• Create a Free eIA Account. You can register by providing a phone number, or a mail.
• Complete eKYC. You can verify your identity through the use of the approved documents.
• Receive Your eIA Account. You will instantly be assigned a unique eIA number.
• Map Your Policies. You can link your existing insurance policies to your new account.
• Enjoy Seamless Features. You are now able to use the complete range of features including KYP and premium payments, and grievance resolution.

Assistance is available via helpful video tutorials on topics such as, How to Open Free e-Insurance Account, How to complete KYC using Digilocker and manual option and Track & Pay Insurance Premiums.

Conclusion:

Centrico Insurance Repository Limited (CIRL) didn’t just create a digital locker for insurance; it has added an integrated ecosystem aimed at equipping the policyholder with power. With KYP and transparency, payment and renewal tracking to prevent lapses, a dedicated multi-channel grievance desk, and payment lapse and renewal tracking, CIRL transforms claim settlement. It eliminates the process from a fragmented, paper-based claim settlement process to a seamless digital claim settlement process, which is supported at all levels, thereby living up to the promise of “carefree tomorrow.