Iffco tokio general insurance company has the responsibility to put in place proper procedures and effective mechanism to address complaints and grievances of policyholders including mis-selling by different intermediaries and to ensure compliance with the statutory requirements.

Complaints pertaining to the sales conduct of agents, brokers and other sales intermediaries such as:-

• Mis-selling
• Mis-representation
• Rebating
• Misappropriation of funds
• Fraud
• Forgery
• Lack of service
• Theft
• Commission schemes/ sharing
• Fictitious policies

The company's service strategy is to enable the customer to avail the services through multiple avenues. The avenues available to the customer are:

• Iffcotokio general insurance company ltd.
• By post: corporate office, iffco tower, plot no. 3, sector 29, gurgaon - 122001, haryana (india)
• By Toll free: 24x7 Toll free: 1800 103 5499
• Alternatively can contact at (01245) 428 5499
• Email: Websupport@iffcotokio.Co.in
• Or you can log-in to the website - www.Iffcotokio.Co.in or leave your details at http://www.Iffcotokio.Co.in/forms/service-requests
• Customers can also contact the nearest Iffco tokio branchFor any further clarification.

Escalation level 1

The company is committed to Extend the best possible services to its customers. However, if you are not satisfied with our services and wish to lodge a complaint you can fill the online form or you may email to the customer service desk atCustomercare@iffcotokio.Co.in

After investigating the matter internally and subsequent closure, insurance company will send a response within a period of 15 days from the date of receipt of the complaint by the company or its office in gurgaon. In case the resolution is likely to take longer time, Insurance company will inform you of the same through an interim reply.

Escalation level 2:

For lack of a response or if the resolution still does not meet your expectations, you can write to the head - customer services atChiefgrievanceofficer@iffcotokio.Co.in

After examining the matter, the insurance company will send you a final response within a period of 14 days from the date of receipt of your complaint sent on the above email id.

Escalation level 3:

Within 30 days of lodging a complaint, if after following escalation level 1 and 2 as stated above is not resolved or there is no response from the insurance company or the chief grievance officer then the customer may approach irda - insurance regulator development authority or ombudsman for further clarification

If the channels above have still not met your expectations, you may approach the insurance ombudsman or irda for further clarification:

Idra grievance details:

Irda grievance call centre (igcc)Toll free no : 155255

Email id :complaints@irda.gov.in

You can also register your complaint online athttp://igms.irda.gov.in

Address for communication for complaints by fax/paper:

Consumer affairs department

Insurance regulatory and development authority

9th floor, united india towers, basheerbagh

Hyderabad - 500 029, telangana

Fax no : 91- 40 - 6678 9768

In case the insured/ Policy holder is not satisfied with 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 your grievance.

Details related to insurance ombudsman has been provided in the policy documents or you can check on the below link:

The insured or policy holder may approach the insurance ombudsman if the grievance pertains to:

• Insurance claims that has been rejected or dispute of a claim on legal construction of the policy
• Delay in settlement of 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 information of complainant.

The address of the insurance ombudsman may be obtained from the following link on the internet www.irdaindia.org.in or click on the below link:

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

Objective of the grievance redressal:

The objectives of the grievance redressal policy are:

1. To develop an organizational framework to promptly address and resolve customer grievances fairly and equitably
2. To provide enhanced level of customer satisfaction
3. To provide easy accessibility to the customer for an immediate grievance redressal
4. To educate the customers about their responsibilities to access benefits due under the policies
5. To ensure that the customers are treated fairly at all times
6. To identify systemic flaws in the operational functions of the organization and products suggesting corrective measures

To put in place a monitoring mechanism to oversee the functioning of the grievance redressal policy.