Bimavima (hereinafter referred to as "The Company") recognizes that achieving customer service excellence is paramount for maintaining consistent business growth. Hence, the company adheres to a guiding principle centered around addressing customer complaints and grievances in a manner that efficiently resolves the issues to the customer's contentment.

The purpose of this policy is to establish an effective and efficient mechanism for addressing grievances, catering to policyholders, nominees, and other individuals asserting claims under policies. This policy is developed with due consideration to the following principles:

• Ensuring that customer complaints are addressed promptly and with respect.
• Treating customers equitably in all interactions.
• Maintaining complete transparency throughout the process.
• Handling all complaints efficiently and impartially.
• Providing customers with clear information about avenues for escalating complaints within the organization.
• Educating customers about their entitlement to alternative recourse if they are dissatisfied with the Company's response to their complaints.

We acknowledge the symbiotic relationship between our quality standards and business objectives. This underscores our commitment to consistently enhance the customer complaint resolution process through the utilization of diverse tools and available information technology aimed at refining our business processes.

This policy extends to all grievances and complaints lodged by policyholders, their nominees, beneficiaries, or authorized representatives (with documented consent from the policyholder). The company shall not entertain complaints from third parties or agencies on behalf of customers unless explicit written consent from the policyholder is provided.
Grievances submitted through consumer forums, ombudsman offices, or legal proceedings will be addressed distinctly by our legal team.
It is important to note that inquiries or requests do not fall within the purview of this policy.

• "Complainant": Refers to a policyholder, prospective policyholder, or beneficiary of an insurance policy who has formally registered a complaint or grievance against the insurer or the company.


• "Complaint" or "Grievance": Signifies a written expression (inclusive of communications in the form of electronic mail or other electronic forms), wherein a complainant expresses dissatisfaction with the actions or lack of actions taken by the insurer, company, or other regulated entities. This pertains to issues related to the quality of service or any service deficiency exhibited by such entities.

Explanation: It is pertinent to clarify that inquiries or requests do not fall within the purview of the definitions of "complaint" or "grievance."

• An "Inquiry" denotes any communication from a customer primarily seeking information about the company and/or its services.
• A "Request" pertains to any communication from a customer soliciting a service, such as seeking changes or modifications to their policy.

Should you have a grievance that requires resolution, we offer multiple communication avenues to address your concerns. You may reach out to us by utilizing any of the following channels:

Step 1: Communication Channels

• Email: Reach us at support@aparys.com


• Letter: You can correspond with the Grievance Officer at the following address: Grievance Officer, Plot no.408 baner road opp. orchid school


• Contact Centre: Our Customer Contact Centre is available 24/7 from Monday to Sunday, excluding public holidays. You can contact us at +917977041844.


• Branch: Customers have the option to interact directly with the branch head for grievance resolution. Alternatively, the branch head can assist customers in registering their complaints. To locate the nearest branch, you can utilize the Branch Locator feature on our website at https://www.bimavima.in/contact-us.

Step 2: Query Resolution Process

• Acknowledgment Receipt All received grievances will receive an acknowledgment within 24 working hours from the time of receipt of the complaint.


• Response Time for Correspondence:We commit to addressing all written correspondences within 14 days from the date of receipt.


• Walk-in Customer Grievances: Walk-in customer grievances will be acknowledged immediately, with a corresponding log maintained.


• Resolution Efforts: Depending on the nature of the grievance, the company will strive to resolve it within 14 working days from the complaint's receipt date.


• Closure and Feedback: Upon successful resolution, a closure email will be sent to the customer, including a request to provide feedback on the resolution process.