In case the insured/policyholder has any grievance regarding services, products, or processes of HDFC ERGO 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:
The insured can register a complaint through the following modes:
Customers can also contact the nearest HDFC Ergo branch.
After investigating the matter internally, the insurance company will send a response within a period of 10 days. In case the resolution is likely to take longer time, the insurance company will inform you of the same through an interim reply.
Escalation Level 1
In case of a lack of response or if the response does not meet your expectations, you can write to grievance@hdfcergo.com. Customers can also submit their grievance online at https://www.hdfcergo.com/grievance/grievance_form.html.
After examining the complaint, the insurance company shall revert with the final response within 15 days from the date of receipt of the complaint.
Escalation Level 2
In case the customer is not satisfied with the decision/resolution of the aforementioned touch-point or has not received any response from the Grievance Officer within 15 days, they may write to the Chief Grievance Officer at cgo@hdfcergo.com.
Escalation Level 3
If, after following Escalation Levels 1 and 2, the grievance is not resolved or there is no response from the insurance company or the Chief Grievance Officer, then the customer may approach the Insurance Regulatory and Development Authority or the Insurance Ombudsman for further clarification.
Escalation Level 4
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
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 insured/policyholder may approach the Insurance Ombudsman if the grievance pertains to:
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: