SLA & Grievance Redressal Mechanism

Timelines for Providing Health Services

Type of Service Timeline Type of Services and Timeline
Issuance of ID card: 7 days from receipt of complete information
Issuance of e-card: 1 day from receipt of complete information
Issuance of Pre-authorisation: 4 hours from receipt of complete information
Processing of Reimbursement Claim: 7 days from receipt of last necessary document
Grievance redressal: Within 15 days from date of receipt of grievance excluding suit claims

In case of any delay you may write to grievance@mediassist.in

Note : Above timeline may vary based on the SLA signed with the Insurance Company

Grievance Redressal

In case of any grievance relating to servicing the policy, you may submit in writing to the policy issuing office or Regional Office of the Insurance Company for redressal. If the Grievance remains un addressed, you may refer the website of your Insurer company.

If you are still not satisfied with the reply of the Insurance Company, you may approach the Insurance Ombudsman, established by the Central Government for redressal of grievance. The Insurance Ombudsman is empowered to adjudicate on personal line insurance claims up to Rs.20 lacs. Detailed process along with list of Ombudsman offices are available at http://www.policyholder.gov.in/Ombudsman.aspx