Magma HDI General Insurance company has the responsibility to put in place proper procedures and effective mechanisms to address complaints and grievances of policyholders including mis-selling by different intermediaries and to ensure compliance with the statutory requirements.

Complaints about the Sales conduct of agents, brokers, and other sales intermediaries. These complaints could be regarding any of the following:

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

Step 1

The insured can register a complaint through the following modes:

• Customer Support: 1800 3002 3202 (Monday to Friday: 8 AM to 8 PM | Saturday: 10 AM to 6 PM)
• Email ID: customercare@magma-hdi.co.in
• Customers can directly post their queries/complaints in the Customer Service section of the website www.magma-hdi.co.in
• Post:
  Magma HDI General Insurance
  Development House,
  24 Park Street,
  Kolkata – 700 016

Process

1. The customer records his grievance with MHDI through any of the modes of communication.
2. The grievance is acknowledged and analyzed.
3. MHDI will attempt to resolve the same within 3 working days through internal resolution means.
4. If not possible to resolve the same within 3 working days, MHDI would ensure to resolve all the grievances within two weeks of receipt and send a final closure letter to the customer.
5. The customer would also be intimated in this letter to inform MHDI about the satisfactory closure of the complaint. If no intimation is received within eight weeks of receipt of the response, the complaint would be deemed as closed.

Escalation Matrix

Level 1

Customers can raise a complaint through:

• Customer Support: 1800 3002 3202
• Email ID: customercare@magma-hdi.co.in
• Post:
  Magma HDI General Insurance
  Development House,
  24 Park Street,
  Kolkata – 700 016

Level 2

If not satisfied, then get in touch with:

Chief Grievance Redressal Officer,
Magma HDI General Insurance
Rustomjee Aspiree, 4th Floor,
Sion-Wadala Link Road,
Off Eastern Express Highway,
Everard Nagar, Sion (East),
Mumbai – 400 022
Telephone: 022 6728 4800
Email ID: gro@magma-hdi.co.in

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

• IRDA Grievance toll-free number: 155255
• Fax number : 91 40 6678 9768
• Email ID: complaints@irda.gov.in
• You can also register your complaint online at http://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,
  Hyderguda, Basheerbagh,
  Hyderabad – 500 029
  Telangana

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. 

Details related to Insurance Ombudsman have been provided in the policy documents.

The insured/policyholder may approach the Insurance Ombudsman if the grievance pertains to:

• Insurance claims that have been rejected or any dispute on the legal construction of the policy
• Delay in settlement of claims
• Dispute concerning the premiums
• Non-receipt of the insurance documents

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:

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