Grievance Redressal
Governance Framework
Official grievance redressal policy for Vestigo Insurance Brokers Pvt. Ltd. ensuring Fair, transparent and timely resolution of policyholder and client concerns.
Corporate Identity
CIN: U66220GJ2025PTC166605
Vestigo Insurance Brokers Pvt. Ltd.
Grievance Cell Office
SF 201, Status Complex, Opp. Amrapali Complex, Pani Tanki Road, Karelibaug, Vadodara - 390018, Gujarat, India
Direct Grievance Desk
enquiry@vestigoinsurance.com
www.vestigoinsurance.com
01. Our Commitment
Vestigo is committed to treating clients, policyholders, insured persons, claimants and other stakeholders fairly. We aim to listen carefully, investigate objectively, communicate clearly and resolve grievances within the timeline applicable to an insurance broker. Raising a grievance will not result in unfair treatment or retaliation.
02. What is a Grievance?
A grievance is an expression of dissatisfaction concerning Vestigo’s insurance-broking service, conduct, advice, communication, data handling, policy servicing, premium facilitation, claim assistance or failure to perform an expected service, where a response or corrective action is sought. Routine inquiries for documents or updates are treated as standard service requests unless service failure is alleged.
03. Who May Complain
A grievance may be raised by a client, policyholder, insured person, claimant, nominee, beneficiary, authorised representative, corporate client or group policy administrator. Where a complaint is made on behalf of another person, Vestigo may request evidence of identity and authority to protect confidentiality.
04. How to Lodge a Grievance
The email subject should preferably state “Grievance”. A complainant should provide, as applicable:
Please write to:
Grievance Redressal Officer
Vestigo Insurance Brokers Pvt. Ltd.
SF 201, Status Complex, Opp. Amrapali Complex, Pani Tanki Road, Karelibaug, Vadodara - 390018, Gujarat, India
Email: enquiry@vestigoinsurance.com
A grievance may also be delivered physically at the registered and corporate office. No fee is charged for lodging or processing a grievance.
05. Acknowledgement & Resolution Timeline
Vestigo aims to acknowledge a grievance promptly, ordinarily within two working days of receipt. The grievance will be recorded, assigned a reference and reviewed by personnel who are reasonably independent of the subject matter where practicable.
Vestigo will endeavour to provide a reasoned final response and redress the grievance within fourteen calendar days of receipt, in accordance with the timeline applicable to insurance brokers. If information essential to the investigation is missing, we may request it promptly. Dependence on an insurer, surveyor, third-party administrator or another external party will be communicated transparently, but will not be used to close the grievance without an appropriate response on Vestigo’s role and the available next steps.
06. How We Handle Grievances
Vestigo will:
07. Matters Involving an Insurer or Other Service Provider
Vestigo is an insurance broker and does not underwrite risk, issue the insurance contract, determine underwriting acceptance, or independently decide insurer claim liability. Where the grievance concerns an insurer’s underwriting, policy issuance, claim decision, third-party administrator or other insurer-appointed service, Vestigo will provide reasonable assistance and coordination within its role. The complainant may also approach the concerned insurer’s Grievance Redressal Officer directly.
08. Internal Escalation
If the complainant is dissatisfied with Vestigo’s response, a request for internal review may be sent to enquiry@vestigoinsurance.com with the subject “Escalation - Grievance Reference [number]”. The request should explain why the response is considered incomplete or unsatisfactory. The matter will be reviewed at an appropriate senior level, including the Principal Officer or a designated senior function where relevant.
09. External Escalation Channels
Nothing in this Policy restricts a complainant’s statutory remedies. Depending on the nature of the grievance and eligibility, the following channels may be available:
The jurisdiction, monetary limits, limitation periods and eligibility rules of each external forum apply independently. Corporate entities should verify whether they fall within the class of complainants eligible for the Insurance Ombudsman.
10. Privacy and Records
Personal data submitted with a grievance will be used for investigation, response, compliance, audit, fraud prevention and legal purposes and will be handled in accordance with Vestigo’s Privacy Policy. Grievance information may be shared with an insurer, reinsurer, third-party administrator, surveyor, service provider, regulator, ombudsman, authority or adviser where reasonably necessary and legally permitted.
11. Abusive, Fraudulent or Repetitive Communications
Vestigo will engage respectfully with complainants and expects the same from all participants. We may channel communications through a designated point, restrict abusive contact, or close a repetitive complaint after giving a reasoned response where no new material is provided. This will not prevent reporting of genuine misconduct or exercise of legal rights. Threats, impersonation, forged material, extortion, unlawful access or violence may be reported to appropriate authorities.
12. Policy Review
This Policy may be updated to reflect changes in law, IRDAI requirements, escalation mechanisms or Vestigo’s operations. The version published on the website will state its effective or last-updated date.
Grievance Redressal Officer
Contact our Grievance Redressal Officer for formal concerns regarding insurance advisory, servicing, or claims support.
• State "Grievance" in the email subject line.
• Include policy, proposal, or claim reference details.
• Official responses are issued within 14 calendar days.