In case the policyholder has any grievance regarding services, products, or processes of Future Generali Life Insurance, s/he can contact the company's Grievance Redressal Cell through the details mentioned in this FAQ.

Complaints that require immediate reporting to the Compliance department are as follows:

A) Complaints pertaining to the conduct of the Sales agent(s), broker(s), and other sales intermediaries such as:

• Misselling
• Misrepresentation
• Rebating
• Misappropriation of funds
• Fraud
• Forgery
• Lack of service
• Theft
• Commission schemes / sharing
• Fictitious policies

B) Employee fraud

C) Vendor fraud

D) Administration, control, coordination and reporting of customer complaints received through regulatory agencies

E) Allegations of financial irregularities by any person who holds responsibilities within the company that involves money, credit, or any other property of the company or its client(s)

F) Any complaint where there is a stated or implied threat of litigation

G) Any other cases defined by Compliance from time to time

Step 1

The insured can register a complaint through any of the following modes:

• Visit the nearest Future Generali life insurance branch

• Registered Address:
  Indiabulls Finance Centre, 6th Floor, Tower 3, Senapati Bapat Marg, Elphinstone (W), Mumbai - 400 013
  Tel: +91 22 4097 6666
  Fax: +91 22 4097 6900
  Careline: 1800 102 2355
  Email: care@futuregenerali.in

Step 2

In case your concerns remain unaddressed, you can write to fgcare@futuregenerali.in or escalate the matter to our Grievance Redressal Cell at the following address:

Grievance Redressal Officer (GRO),
Grievance Cell
Lodha 1, Think Techno Campus, A Wing, 1st Floor, Pokhran Road No.2, Off Eastern Express Highway, Behind TCS, Thane, Maharashtra 400 601

Note: If the insurance company does not hear from you within 8 weeks from the date of resolution, the complaint will be considered as resolved.

Step 3

If you are still dissatisfied with the decision/resolution to the complaint provided by our GRO, you may approach IRDAI / Insurance Ombudsman at the coordinates mentioned below:

IRDAI: Toll-free number 155255

You can also register your complaint with IRDAI online.

Insurance Ombudsman: In case the policyholder is not satisfied with the decision/resolution of the company, they may approach the Insurance Ombudsman of their state, or an appropriate judicial/quasi-judicial authority having jurisdiction over the matter for redressal of the grievance.

Details related to the Insurance Ombudsman have been provided in the policy documents. The policyholder may approach the Insurance Ombudsman if the grievance pertains to:

• Insurance claims that have been rejected, or dispute of a claim on the legal construction of the policy
• Delay in settlement of the claim
• Dispute with regard to premium
• Non-receipt of your insurance documents

The complaint should be made in writing, and duly signed by the complainant or by his legal heirs with full details of the complaint, and the contact details of the complainant.

The address of the Insurance Ombudsman may be obtained here - www.irdaindia.org.in.

As per Provision 13(3) of the Redressal of Public Grievances Rules, 1998, the complaint to the Ombudsman can be made:

• Only if the grievance has been rejected by the grievance redressal machinery of the insurer
• Within a period of one year from the date of rejection of the insurer
• If it is not simultaneously under any litigation