Star Health & Allied Insurance has the responsibility to put in place proper procedures & effective mechanism to address complaints & grievances including mis-selling by different intermediaries.

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:

Level 1:

The manager - customer care

Star Health & Allied Insurance Co. Ltd

No.1, New tank street, Valluvarkottam high road, Nungambakkam, Chennai - 600 034

Email id: Support@starhealth.in

Toll free no.: 1800 425 2255/ 1800 102 4477

For other users: 044 2830 2700/ 4230 6700

Customers can also visit the nearest Star health & allied service branch for further information.

Level 2:

Customer can contact the grievance coordinator of your region.

Link: http://www.Starhealth.in/sites/default/files/star_grievance_contact_info_final.pdf

Level 3:

If you are not satisfied with the zonal grievance coordinator's response then feel free to contact at the toll free number 1800-425-2255/ 1800 102 4477 or landline number (044 2830 2700/ 4230 6700 (std or local charges applicable)

Or register your complaint at - http://www.Starhealth.in/grievance-redressal

Level 4:

In case you are not satisfied with the resolution provided or you have not received any response from the insurance company's end you may contact the grievance redressal officer at the below details:

Mr. V. Vasudevan

Grievance redressal officer

Corporate grievance department, no. 1, New tank street, Valluvarkottam high road, Chennai 600 034

Email id: Grievances@starhealth.in

Level 5:

If all the above steps do not meet your expectations or your issue is still unresolved or you are unhappy with the insurance company's decision then escalate to:

Insurance regulatory authority by registering your complaint on their website at http://www.Irda.Gov.in

Or

Insurance ombudsman of your region

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/ policyholder 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 have been provided in the policy documents.

The insured or policyholder 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 Contactinformation 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 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
7. To put in place a monitoring mechanism to oversee the functioning of the grievance redressal policy.