Navi General Insurance Customer Care

Escalation Matrix

In case the customers are dissatisfied with any kind of service, the company provides an option of an escalation matrix to resolve their issues. The company’s official website outlines the 3 different levels involved with escalating to resolve customer requests.

Level 1

If a customer feels that he/she was not offered a perfect resolution, he/she can share his/her feedback with the company’s Manager – Customer Experience team. You can adhere to the following steps for the same:

1. Visit the official website of the company.
2. Click on the “3-bar” icon at the top-right corner of the page.
3. Select “Customer Services” and scroll down on the page.
4. In the “Escalation Matrix” section, one may find “Level 1”. Click on “Click Here”, and an outlook page will be displayed asking the customer to write an email to the Manager – Customer Experience Team.

Level 2

In case the customer is still not happy with the resolution provided at Level 1 of the matrix, he/she can write an email to the company’s Grievance Redressal Officer and Head of Customer Experience. The contact details of the GRO of the company are as follows:

GRO Name: Aruna Pogula

GRO Contact Number: +91 99458 57657

GRO Email: aruna.pogula@navi.com

OR

The customer can also write to the registered office address of the company as mentioned at the beginning of the post. 

Level 3

If the customer is still not happy with the resolution, he/she can approach IRDAI by calling their toll-free number 155255 (or) 1800 4254 732. One can also register an online complaint on the website https://bimabharosa.irdai.gov.in/LoginAdmin/Login.

If the case is about any other questions or privacy concerns, the customer can email the company at connect@navi.com.

In case the customer’s issue is still unresolved even after following the above-mentioned procedures, he/she can approach the office of the Insurance Ombudsman for redressal of the respective concern.