In case the insured/policyholder has any grievance regarding services, products, or processes of Aegon Life insurance, they may approach the grievance redressal cell. This detailed FAQ will mention all the steps involved as well as the contact details.

Complaints that would require immediate reporting to the Compliance Department include complaints pertaining to 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
• Employee fraud
• Vendor fraud
• Administration, control, co-ordination, and reporting of customer complaints received through regulatory agencies.
• 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 clients
• Any complaint where there is a stated or implied threat of litigation
• Any other matter as may be defined by Compliance from time to time

Step 1

The insured can register a complaint through the following modes:

• Mailing Address:
  Customer Service Department
  Aegon Life Insurance
  Building No.3, Third Floor,
  Unit No.1, NESCO IT Park
  Western Express Highway, Goregaon (E)
  Mumbai – 400063
• Contact details:
  Telephone: +91 22 6118 0100
  Fax: 022 6118 0200/300
  Email: customer.care@aegonlife.com
  Website: www.aegonlife.com
  Customer Service India: 1800 209 9090 (Monday to Saturday | 9 AM to 7 PM)
  Customer Service Overseas: 91 22 6113 0400
  Customer Service Corporate: 022 6729 2929
• Customer can visit https://www.aegonlife.com/customer-service/complaints and register their complaint/s.

In case you require any assistance related to policy documents, you can SMS menu to 09221010101.

You can also contact the nearest Aegon Life Insurance branch. Branch timings are Monday to Friday from 9 AM to 5:30 PM | Saturday from 9 AM to 2 PM.

Step 2

Head – Audit, Risk, and Compliance will be the designated Grievance Officer for the company. Here are the designated Grievance Officers for various offices:

The functional responsibility for Compliance will vest with various functions like Operations, Customer Service, Finance, Underwriting, Claims, Legal, and Sales.

The Policyholder Protection Committee will monitor and ensure compliance by various functions.

There is a complaint management process followed at Aegon Life Insurance:

Customer is provided with multiple touch-points while registering claims:

• The customer can contact the Aegon Life customer service toll-free number 1800 209 9090 between 8 AM to 8:30 PM seven days a week to register any complaint
• Customers can also intimate a complaint by writing a letter to the branch or the head office
• The customer also has the option to register the complaint through the website (https://aegonlife.com/customer-service/complaints)
• Customer can also write through email to care@aegonreligare.com

Step 3

In case, the complaint is not resolved or if the customer is not happy with the resolution, then this can be escalated to the Grievance Manager via email to grievance.manager@aegonreligare.com. There is dedicated staff to handle such emails.

Step 4

If the resolution received does not meet the expectations of the customer, contact Aegon Life's Chief Operating Officer at coo.desk@aegonlife.com.

You may also contact the GRO if you are still dissatisfied with the resolution received at gro@aegonlife.com.

Step 5

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. Some relevant information:

• The office of the Insurance Ombudsman has been established by the Government for the redressal of any grievance in respect of life insurance policies.
• In case the insured/policyholder is not satisfied with the 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 the 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 with regard to 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 a period of one year from the date of rejection of the insurer
• If it is not simultaneously under any litigation