In case the insured/policyholder has any grievance regarding services, products, or processes of Kotak General 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, coordination, 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 involve 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

The insured can register a complaint with the nearest Grievance Redressal Officer:

Chennai

The Grievance Redressal Officer
2nd Floor, Ceebros Centre,
39 Montieth Road, Egmore,
Chennai – 600 008
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Ahmedabad

The Grievance Redressal Officer
502-503, 5th Floor, Rembrandt Building,
Opp Associated Petrol Pump,
C G Road, Ellis Bridge,
Ahmedabad – 380 006
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Hyderabad

The Grievance Redressal Officer
Al Samad Complex, 3, 6, 12, and 13,
3rd Floor, Liberty Road,
Opp. TTD Bhavan, Himayatnagar, 
Hyderabad – 500 029
Contact: 1800 266 4545
Email: grievanceofficer@kotak.com

Delhi

The Grievance Redressal Officer
H - 78, 7th Floor, 23 Himalaya House,
K G Marg, New Delhi – 110 001
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Bengaluru

The Grievance Redressal Officer
1st Floor, Shubhashri Pride,
No. 41, South End Road,
Next to Bharthi Nursing Home,
Basavanagudi, Bengaluru – 560082
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Kolkata

The Grievance Redressal Officer
Apeejay House, 15, Park Street, 
Kolkata – 700 016
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Lucknow

The Grievance Redressal Officer
2nd Floor, Rohit Bhawan,
Sapru Marg, Lucknow – 226 001
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Pune

The Grievance Redressal Officer
Sohrab Hall, 4th Floor, 21 Sasoon Road,
Opp. Jahangir Hospital, Pune – 411001
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Mumbai

The Grievance Redressal Officer
Ground Floor, Unit No D2,
Model Industrial Colony, Opp. Aarey Road,
Goregoan – East, Mumbai 400063
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Chandigarh

The Grievance Redressal Officer
SCO 141/42, 2nd Floor,
Sector 9C, Chandigarh – 160009
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Indore

The Grievance Redressal Officer
5th Floor, Metro Tower,
Near Vijay Nagar Square,
A B Road, Indore – 452 010
Madhya Pradesh
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Gurugram

The Grievance Redressal Officer
Ground Floor, Shop No. 9, Vipul Agora,
M G Road, Gurugram,
Haryana – 122001
Contact: 1800 266 4545
Email: grievanceofficer@kotak.com

Vijayawada

The Grievance Redressal Officer
D. No. 29-4-19, Kodandaramireddy Street,
Govrenerpet, Vijaywada,
Andhra Pradesh – 502002
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Nashik

The Grievance Redressal Officer
Mezzanine floor, Neel Kamal House,
Plot No. 51, Survey No. 715/B/51,
Thatte Nagar, College Road,
Nashik – 422005
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Thane

The Grievance Redressal Officer
Neptune Element, 2nd Floor,
Plot No. F3, S3/1, Road Number 22,
Wagle Industrial Estate, Kisan Nagar,
Thane West, Maharashtra – 400604
Contact: 1800 266 4545 
Email: grievanceofficer@kotak.com

Jaipur

The Grievance Redressal Officer
D-232, Ground Floor, SDC, Atlantis Tower,
Hanuman Nagar, Near Amrapali Circle,
Vaishali Nagar, Jaipur,
Rajasthan – 302021
Contact: 1800 266 4545
Email: grievanceofficer@kotak.com

If you are not satisfied with the resolution provided, you can send your concerns to the following channels in the order mentioned here.

The insurance company will acknowledge the receipt of your concerns and respond to you upon completion of the investigation. Provide your complete contact details along with the policy details for the company to get in touch with you.

Step 1: Call 1800 266 4545 or write to the Customer Care Officer at care@kotak.com.

Step 2: Write to the Grievance Officer at grievanceofficer@kotak.com. After examining the matter, the final response will be conveyed within a period of 15 days from the date of receipt of your complaint.

Step 3: If the resolution you received does not meet your expectations, you may escalate to the Senior Grievance Officer at seniorgrievanceofficer@kotak.com.

Step 4: If you are still not satisfied with the resolution provided, you may escalate to the Chief Grievance Officer at chiefgrievanceofficer@kotak.com.

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