Our Grievance Redressal Policy
As an Insurance Marketing Firm, Distroo aims to bridge consumers and insurance solutions with clarity and integrity. We treat all consumer feedback and complaints with utmost seriousness. Every grievance registered with us is recorded in our digital tracking system, assigned a unique Ticket ID, investigated by our compliance cell, and resolved within established Turnaround Times (TAT).
3-Tier Grievance Escalation Matrix
To ensure every grievance receives appropriate attention, policyholders and advisor partners can escalate concerns through our structured three-tier process:
| Escalation Level | Designation & Channel | Contact Details | Resolution Turnaround |
|---|---|---|---|
| Level 1: First Touch | Dedicated Advisor / Customer Support Desk | Email: contact@distroo.in Phone: +91 98346 16517 |
Within 3 Business Days |
| Level 2: Internal Escalation | Designated Grievance Redressal Officer (GRO) | Email: grievance@distroo.in Written letter to Corporate HQ |
Within 14 Calendar Days |
| Level 3: Regulatory / External | IRDAI Bima Bharosa / Insurance Ombudsman | Portal: bimabharosa.irdai.gov.in Toll-Free: 155255 / 1800 4254 732 |
As per IRDAI / Ombudsman Rules |
Level 1: Designated Advisor & Support Desk
If you experience an issue regarding proposal assistance, document pickup, policy schedule delivery, or portal login:
- First contact your designated Distroo Advisor directly via phone or WhatsApp.
- Alternatively, write to our centralized Customer Helpdesk at contact@distroo.in or call +91 98346 16517 (on working days)
- Our support team will acknowledge your query within 24 hours and resolve service-level bottlenecks within 3 business days.
Level 2: Grievance Redressal Officer (GRO)
If your concern remains unresolved after three business days, or if you are dissatisfied with the response received at Level 1, you may formally escalate the matter to our designated Grievance Redressal Officer:
Grievance Redressal Officer
Distroo IMF Pvt. Ltd.
Ratandham Business Hub, A 301, Rajendra Nagar, Navi Peth, Sadashiv Peth
Pune, Maharashtra 411023
Acknowledgement & Resolution
Acknowledgement: Within 48 hours with unique Grievance Tracking Number.
Formal written resolution: Within 14 calendar days.
Level 3: Regulatory & Insurance Ombudsman Escalation
If a dispute regarding insurance policy terms, premium refunds, claim deductions, or claim repudiation is not resolved by the underwriting insurance company within 30 days, or if the insurer rejects the claim:
- IRDAI Bima Bharosa Portal: You may register an online grievance with the regulator at https://bimabharosa.irdai.gov.in or call IRDAI's toll-free consumer helpline 155255 or 1800 4254 732.
- Office of the Insurance Ombudsman (OIO): Under the Insurance Ombudsman Rules, 2017, policyholders may approach the Insurance Ombudsman having territorial jurisdiction over their area for disputes within the prescribed monetary limit (currently up to ₹30 lakh), at no cost. A complaint must first be made to the insurer. The Ombudsman directory is available at https://cioins.co.in/Ombudsman.
Turnaround Time (TAT) Standards
Distroo measures internal resolution against the following regulatory performance benchmarks:
- Grievance Acknowledgement: Within 2 business days of receipt with assigned reference ID.
- Inquiry Clarification: Status update provided within 7 calendar days.
- Final Resolution & Closure: Formal written decision provided within 14 calendar days.
Submit an Online Grievance Form
Please provide accurate details below. Your grievance will be logged immediately with the Grievance Redressal Cell and a tracking ID will be generated: