1. Detailed Complaint Review:
   Once we receive a complaint from a client, we begin by listening attentively to their concerns. We ask for all relevant proofs, which can include documentary evidence like policy documents, proposals, email communications, or electronic records. This step helps us understand the issue in depth and gather all the necessary information before moving forward.

2. Comprehensive Case Analysis:
   After gathering the required documents and evidence, our team conducts a thorough analysis of the case. We assess the validity of the claim, reviewing all the details to determine if the case is genuine. This ensures that we only move forward with cases that have merit, based on the available evidence. If the case appears valid, we accept it for representation.

3. Service Agreement:
   Once we decide to take up the case, we ask the client to formally register with us by signing a service agreement. This agreement outlines the scope of our services, the terms of engagement, and ensures transparency between us and the client. It acts as a formal acknowledgment of our commitment to represent the client and outlines the responsibilities of both parties.

4. Drafting the Case:
   After the service agreement is signed, our team prepares a detailed case draft. This involves compiling all the available evidence, including facts and documents, and structuring the arguments in a clear and compelling manner. We ensure that every aspect of the case is covered, making it ready for submission to the relevant insurance company or authorities.

5. Submitting and Escalating the Case:
   Once the case draft is ready, we submit it to the concerned insurance company. In situations where further escalation is needed, we take the case to relevant authorities such as the Insurance Regulatory and Development Authority of India (IRDAI) or the Insurance Ombudsman. This step ensures that the case is handled with the seriousness it deserves and receives proper attention.

6. Client Support Throughout the Process:
   We prioritize continuous communication and support for our clients during the entire process. Our team is always available to address any questions or concerns, keeping the client informed about the progress of their case. Whether it’s gathering additional evidence or responding to inquiries from the insurer, we assist the client at every step. Our goal is to ensure that the client feels confident and supported throughout the process.

7. Case Resolution and Success Fee:
   Our primary objective is to resolve the case in favor of the client. We work diligently with the insurer or regulatory authorities to achieve a positive outcome, which may involve a refund, claim approval, or rectification of the mis-sold policy. After the case is successfully resolved, we charge a success fee as agreed in the service agreement. This fee is only applicable once the desired result has been achieved.

By following this detailed process, Bima Samadhan ensures that each complaint is managed effectively, offering personalized support and striving for the best possible resolution for our clients.

Disclaimer:

1. The term 'genuine' as used in our process refers to cases that have legally valid proofs and supporting evidence to substantiate the complaint. It does not imply that other cases lacking such evidence are inherently false or misleading. We encourage clients to provide as much documentary and electronic proof as possible to help strengthen their case.

2. The process outlined above is a general framework for how Bima Samadhan handles insurance mis-selling complaints. However, each case is unique, and the steps involved may vary based on the specifics of the case, the nature of the complaint, and the evidence provided.