|STANDARDS FOR ACCESS TO CITIZENS:||
Earmark the time between 03.00 p.m. and 05.00 p.m. of every working day for personal interaction of customers with Officer-in-charge of the Branch Office for resolving of grievance.
|STANDARDS FOR SERVICING:||
We ShallStrive to achieve and excel the timelines / benchmarks set forth in the charter and those prescribed by the regulator in respect of policyholder’s servicing.
Be clear and transparent in seeking fulfillment of requirements for settling a claim or any other services to the customer.
|STANDARDS OF FAIRNESS AND OPENNESS: firstname.lastname@example.org||We Shall
Enable the customers with opportunities to provide the organization with feedback on services availed and suggest improvements through customer meets, surveys and web Citizens are invited to provide suggestion for betterment of service through the dedicated e-mail facility at email@example.com
Enhance Customer satisfaction through adoption of latest technologies in the area of servicing, simplifications of processes, review of systems and methods.
Review the standards of services offered, annually with a view to improve the benchmarks.
|BENCHMARKS FOR SERVICING:||
Appoint Surveyor / Investigator immediately upon intimation of claim. On holidays / weekends / and after office hours, to enable the customers to access the web-site at www.micl.com.bd or Hot line no. 01788687344 of the Company for any guidance and assistance in the appointment of surveyor.
Provide claim status to the customers within 3 days of request to the company.
Make payment of claim within 3 days of receipt of loss voucher.
Inform the customer within 07 days of receipt of required documents if the claim is not admissible.
Register grievance on the same day/monitor the grievances registered on Integrated Grievance Management System (IGMS), provide acknowledgement within 3 days and resolve the grievance within 07 days of receipt.
This Charter is a summary of what Meghna Insurance Company Limited proposes to offer to the citizens. The charter does not in any way become a part of the policy conditions or the conditions of service of the workforce of the company. Impact of this Charter on Customer Service shall be evaluated periodically and wherever found necessary, introduction of requisite penalty provisions in cases of non-compliance of timelines shall be examined for the sake of adding to efficacy of the Charter.