Grievance Redressal

1. Customer Support Contact Information

Customers can reach out to MWYN Insurance Tech Private Limited (Freo) for queries and assistance through the following channel:

• Email: hello@mwyninsurance.in

MWYN’s customer care team will coordinate with GoDigit’s customer service team/Point of Contact (POC) to provide customers with updated information and assistance.

2. Handling Customer Queries and Claims

1. Customer Initiates Contact:

• Customers can send their queries or concerns to hello@mwyninsurance.in.

2. Customer Care Team Response:

• The MWYN customer care team will acknowledge the customer’s request within 24 hours of receiving the email.
• The team will categorize the query (e.g., policy details, claims, technical support) and escalate it to the appropriate POC at GoDigit if required.

3. Coordination with GoDigit:

• MWYN’s customer care team will communicate with GoDigit’s customer service team or designated POC to obtain updated information or resolutions for customer queries.
• Any updates or resolutions from GoDigit will be relayed back to the customer by MWYN’s support team.

3. Claims Process and GoDigit Contact Center Details

• For claims and inquiries, GoDigit’s contact center details will be made available on the MWYN Insurance Tech Private Limited (Freo) website.
• Customers may directly reach out to GoDigit’s support team for claim-related assistance.
• MWYN’s customer care team can assist in guiding customers on how to proceed with their claims via GoDigit.

4. Escalation Matrix

If a customer’s query is not resolved within the expected timeline, the following escalation process will be followed:

5. Response Time Guidelines

• Initial acknowledgment: Within 24 hours of receiving the email.
• Resolution time: Depends on the complexity of the issue and GoDigit’s response time. MWYN will update the customer accordingly.