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Grievance redressal policy

Last updated 4 November 2026

Contents

1. Purpose

Hospido Private Limited is committed to providing transparent, fair and timely assistance to customers in relation to insurance products and services facilitated through the Company. This policy establishes the process for receiving, registering, addressing and escalating customer grievances in accordance with applicable IRDAI regulations.

2. Scope of grievances

Customers may raise grievances relating to:

  • Insurance product information, solicitation or sales practices.
  • Proposal submission, documentation and policy issuance.
  • Premium payment facilitation and policy servicing.
  • Certificate of Insurance (COI) or policy document-related issues.
  • Delays in communication or coordination with the insurer.
  • Claim intimation, documentation and claim-related assistance.
  • Any other concern relating to insurance services facilitated by Hospido.

3. How to register a grievance

Customers may submit their grievances through any of the following channels:

Email
care@hospido.in
Postal address
Grievance Redressal Officer
201 Empire Apartments,
Sultanpur MG Road,
South West Delhi-110030, Delhi.

Customers are requested to provide their name, contact details, policy/proposal/COI number (if available), details of the grievance and relevant supporting documents.

4. Grievance redressal process

Upon receipt of a grievance:

  1. Registration: The grievance will be recorded and acknowledged.
  2. Review: The concerned team will examine the complaint and supporting documents.
  3. Coordination: Where the grievance relates to an insurer's product, underwriting, policy issuance or claim decision, Hospido will coordinate with the concerned insurer.
  4. Resolution: The Company will communicate the response or status of the grievance to the customer.
  5. Escalation: Unresolved grievances may be escalated to the Grievance Redressal Officer.

Hospido endeavours to address grievances promptly and in accordance with applicable regulatory timelines.

5. Escalation to IRDAI: Bima Bharosa

If the customer is not satisfied with the resolution or does not receive an appropriate response, the grievance may be escalated to the Insurance Regulatory and Development Authority of India (IRDAI) through:

6. Insurance Ombudsman

If the grievance remains unresolved or the customer is dissatisfied with the insurer’s decision, the customer may approach the Insurance Ombudsman, subject to the applicable eligibility criteria and procedure.

Details of the Insurance Ombudsman and jurisdiction-wise offices are available through the Council for Insurance Ombudsmen: www.cioins.co.in

7. Role of Hospido and insurance companies

Hospido Private Limited acts as an IRDAI-registered Composite Corporate Agent and facilitates insurance distribution and related customer support.

Insurance underwriting, acceptance or rejection of proposals, policy issuance, claim assessment and claim settlement decisions are the responsibility of the respective insurance company, in accordance with the applicable policy terms and conditions.

Hospido will assist customers in coordinating and forwarding relevant grievances to the concerned insurer, wherever applicable.

8. Grievance Redressal Officer

For grievance-related assistance, customers may contact:

Name
Vikas Sharma
Designation
Grievance Redressal Officer
Email
care@hospido.in
Address
201 Empire Apartments, Sultanpur MG Road, South West Delhi-110030, Delhi.
Working hours
Monday to Friday, 10:00 AM to 6:00 PM (excluding public holidays).

Hospido Private Limited is committed to handling all grievances fairly, transparently and without discouraging customers from exercising their rights under applicable insurance laws and regulations.