Categorization of Complaints/Grievances
The complaints are categorized based on the departments to which they relate to:
In case the insurance/policyholder has any grievance regarding services, products, or processes of TATA AIA Life Insurance, they may approach the Grievance Redressal Cell at the touch-points mentioned here.
Customers can also visit any of the nearest TATA AIA Life Insurance branches or CAMS Customer Service Center. The insurance company shall acknowledge customers' grievances within 3 business days by providing the customer with the name and contact number of the Grievance Redressal Executive who is responsible for handling the customer's grievance.
The insurance company shall provide the customer with an equitable resolution within 2 weeks of receipt of the grievance.
In case the customer wishes to contact the insurer during the course of the assessment, he/she can contact any of the aforementioned touch-points in this regard.
All TATA AIA Life branches have a Grievance Redressal Officer who can be contacted for any support during the grievance-redressal process.
Escalation Mechanism
In case the customer is not satisfied with the decision of the touch-points mentioned earlier or have not received any response within two weeks, they may contact the following officials for resolution:
Level 1
Head – Customer Service
TATA AIA Life Insurance
B Wing, 9th Floor, I-Think Techno Campus,
Behind TCS, Pokhran Road No.2,
Close to Eastern Express Highway,
Thane (West), Mumbai – 400 607
Email ID: head.customerservice@tataaia.com
They shall respond to the customer within 7 business days.
Level 2
SVP and Head of Operations [Grievance Redressal Officer (GRO)]
TATA AIA Life Insurance
B Wing, 9th Floor, I-Think Techno Campus,
Behind TCS, Pokhran Road No.2,
Close to Eastern Express Highway,
Thane (West), Mumbai – 400 607
They shall respond to the customer within 7 business days.
Level 3
In case you are not satisfied with the information provided by the insurance company or if there is no response from the insurance company, then you may further contact the Grievance Redressal Cell of the Consumer Affairs Department of IRDA or the Insurance Ombudsman.
IRDA Grievance Details
In the unlikely event that the policyholder is not happy with the resolution provided by the company, they may approach the Insurance Ombudsman located in their region. Some relevant information:
The insured/policyholder may approach the Insurance Ombudsman if the grievance pertains to:
The complaint should be made in writing and be duly signed by the complainant or his/her legal heirs with full details of the complaint and the contact information of the complainant.
The address of the Insurance Ombudsman may be obtained online at 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: