National Insurance Academy, Pune|General Management Programmes
P867 | Programme for Nodal Officers from Grievance Department (Non-Life)
Academic Year 2026-2027
Duration
2Days
Scheduled Dates
13 Jul 2026 - 14 Jul 2026
Background
Redressal of grievances in time bound and effective and timely manner is critical for brand image, publicity, and future business of an insurance company. The nodal offices from the Grievance Department play an important role in ensuring that the customers feel that their complaints are understood and resolved accordingly. More than processes and outcomes, how the customer was treated during the grievance redressal decides the impressions carried by the customers.
Learning Objectives
Identify key processes related to Grievance redressal mechanism and escalation matrix.
Carry out pattern analysis of grievances
Understand consequences of ineffective grievance redressal
Learn communication skills to deal with aggrieved and agitated customers
Manage emotions during crucial conversations with customers
Strategies to reduce grievances
Key Contents
Overview of regulatory/ legal frameworks for grievance redressal (including TATs)
Grievance redressal mechanism and escalation matrix.
Root cause analysis of complaints
The relation between customer expectations & grievances
Interpersonal communication skills for building trust, grievance redressal, and de-escalation
Active Listening
Emotional intelligence
Self- Regulation measures and stress Management
Who Should Attend
Nodal Officers posted at ROs/LCBOs in Grievance and Customer Care Department
