Pnb metlife 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 that would require immediate reporting to the compliance are as follows:

1. 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

2. Employee fraud

3. Vendor fraud

4. Administration, control, co-ordination and reporting of customer complaints received through regulatory agencies.

5. Allegations of financial irregularities by any person who has a responsibility within the company and that involves money, credit or any other property of the company or its client.

6. Any complaint where there is a stated or implied threat of litigation

7. Any other matter as may be defined by compliance from time to time.

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

Level 1 -

For any complaint/ grievance, please approach any of the following touch points:

• Call at 1800-425-69-69 (toll free) or 080-22650 2244 or fax 080-4150 6969
• Email at India_grievancecell@pnbmetlife.Co.in
• Write at
• 'customer support department' pnb metlife india insurance co. Ltd., unit no. 101, 1^St floor, techniplex-1, techniplex complex, veer savarkar flyover, off s.V. Road, goregaon (west), maharashtra - 400 062
• Visit the website - www.Pnbmetlife.com
• Visit the nearest pnb metlife branch across the country.

Level 2 -

In case you are not satisfied with the resolution provided by the above touch points, please write to the grievance redressal officer

Mr. Taranjit singh (grievance redressal officer),

Associate director, customer services (operations & services).

Address - pnb metlife india insurance co. Ltd. Platinum towers, 4^Th floor, sohna road, sector -47, gurgaon - 122 002, haryana.

Email id: Gro@pnbmetlife.Co.in

Level 3 -

In case you are still not satisfied with the decision of the above office, or have not received any response within 10 days, you may contact the insurance regulatory & development authority.

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.

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.

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 officer 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