Whom do I need to contact in case of a grievance against IFFCO Tokio General Insurance?

In case the insured/policyholder has any grievance regarding services, products, or processes of IFFCO Tokio 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. The avenues available to the customer are:

Customers can also contact the nearest IFFCO Tokio branch for any further clarification.

Escalation Level 1

The company is committed to extend the best possible services to its customers. However, if you are not satisfied with our services and wish to lodge a complaint, you can email to the designated Grievance Redressal Officer (GRO) of your area.

The head of any Operating Office / Claim Office is the designated GRO of that particular office. Alternatively, you can write an email to support@iffcotokio.co.in.

After investigating the matter internally and subsequent closure, the insurer will send their response within a period of 14 days from the date of receipt of the complaint by the company. In case the resolution is likely to take a longer time, the insurer will inform you of the same through an interim reply.

Escalation Level 2

For lack of a response or if the resolution still does not meet your expectations, you can write to the Chief Grievance Officer.

Designation: CGO
Email: chiefgrievanceofficer@iffcotokio.co.in
Telephone: 0124 285 0306

After examining the matter, we will send you the final response within a period of 14 days from the date of receipt of your complaint on this email ID.

Escalation Level 3

Within 30 days of lodging a complaint, if (after following Escalation Levels 1 and 2) the complaint is not resolved or there is no response from the insurance company or the Chief Grievance Officer, 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

  • 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

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

That’s a good decision!

By clicking on the “SUBMIT” button, I accept the Terms & Conditions and authorise OneInsure representatives to contact me via Call / SMS / Email


A OneInsure representative will call you shortly.

Tab 2

2 burgers per month

burger₹ 700
Your yearly cost on fast food = roughly ₹ 8,400
Cost of Health Insurance for whole family with ₹ 5 lakhs cover!

Tab 3

That’s a good decision!

By clicking on the “SUBMIT” button, I accept the Terms & Conditions and authorise OneInsure representatives to contact me via Call / SMS / Email


A OneInsure representative will call you shortly.

Get ₹. 50 Lakhs
on retirment by saving
₹. 3,900/ Month.