In case the insured/policyholder has any grievance regarding services, products, or processes of Bajaj Allianz 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, 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

The company's service strategy is to enable the customer to avail the services through multiple avenues. There are several avenues available to the customer. Regular access channels in case the policyholder/insured has any complaints are:

• Online Portal: The customer has the option to register his/her complaints on the website at https://general.bajajallianz.com/bagicnxt/misc/itrack/onlinegrievancetracking.jsp, where it explains the grievance-handling procedure in detail.
• Contact Numbers:

o    BSNL – 1800 209 5858

o    TATA – 1800 22 5858

o    Bharti – 1800 102 5858

o    Others – 020 3030 5858

• Email ID: customercare@bajajallianz.co.in
• Alternate Email ID: irda.nonlifecomplaints@bajajallianz.co.in
• Phone Number: 020 66026666
• Fax: 020 66026667

Customers may also register their complaints by visiting Bajaj Allianz General Insurance branches spread across India.

Escalation of Complaints

If the policyholder is not satisfied with the response received from access channels, or if s/he does not hear from the Bajaj Allianz General Insurance customer service team within seven working days, then the matter can be escalated by contacting the following persons:

Head – Grievance Redressal
3^rd Floor, Bajaj Finserv, Survey No. 208/1-b
Behind Weikfield IT Park, Viman Nagar,
Pune – 411 014
Telephone no.: (+91 20) 3051 4724
Fax: (+91 20) 4011 1502

Head – Customer Experience and Grievance Redressal Officer
3^rd Floor, Bajaj Finserv, Survey No. 208/1-b
Behind Weikfield IT Park, Viman Nagar,
Pune – 411 014
Telephone no.: 1800 233 7272
Fax: (+91 20) 4011 1502
Email ID: customercare@bajajallianz.co.in

In case the policyholder is still not satisfied with the information provided by the insurance company, or if there is no response from the insurance company, then s/he may further contact the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI or the Insurance Ombudsman:

IRDA Grievance Redressal Cell

• Toll-free number: 155255
• 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
9^th Floor, United India Towers, Basheerbagh
Hyderabad – 500 029, Telangana

Fax number: 91-40667-89768

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 the grievance. 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 dispute of a claim on legal construction of the policy
• Delay in settlement of claim
• Dispute with regard to premium

IRDA Grievance Redressal Timelines

You can also read – How do I cancel my Bajaj Allianz General Insurance policy?