Grievance Redressal Policy

TruePolicy is committed to addressing every customer and agent grievance in a fair, time-bound manner. This policy outlines how to raise a complaint and the response timelines we commit to, in line with the Consumer Protection Act 2019 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021.

1. What you can raise a grievance about

• Issues with verified agent profiles you contacted via the platform
• Concerns about your own profile (for agents) or your account (for customers)
• Billing, refund, or subscription disputes
• Inaccurate or misleading content on the platform
• Data privacy concerns or DPDP Act 2023 requests
• Any other concern relating to your use of TruePolicy

2. How to file a grievance

Email us at admin@truepolicy.in with:

• Your full name and registered mobile number
• Subject line starting with "GRIEVANCE:"
• A clear description of the issue, with screenshots if relevant
• The outcome you're seeking (refund, profile correction, etc.)

3. Acknowledgement & resolution timelines

4. Grievance Officer

5. Escalation

If you are not satisfied with our resolution, you may escalate your complaint to:

• IRDAI Bima Bharosa portal: for grievances against a specific listed insurance agent —bimabharosa.irdai.gov.in
• National Consumer Helpline: 1915 orconsumerhelpline.gov.in
• Cyber Crime Portal (data privacy / security incidents): cybercrime.gov.in

6. What TruePolicy cannot resolve

TruePolicy is not an insurance company, broker, or commission-earning intermediary. Disputes relating to specific insurance policies (claim denials, premium amounts, policy terms, agent conduct during a transaction) must be raised with the issuing insurer or the IRDAI Bima Bharosa portal directly. We will assist with any information about the agent you contacted via TruePolicy, but the underlying contract is between you and the insurer.