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

Step 1

The insured can register a complaint through the following modes:

• Customer Support: 1800 266 5844 (7 days of the week | 8 AM to 8 PM)
• Email ID: care@libertyvideocon.com
• Website: www.libertyvideocon.com
• Post:
  Liberty Videocon General Insurance
  10th Floor, Tower A
  Peninsula Business Park,
  Ganpatrao Kadam Marg,
  Lower Parel, Mumbai – 400013
  Telephone: 022 6700 1313
  Fax- 022 6700 1606

Customers can also visit the nearest Liberty Videocon branch. Each branch has a designated Grievance Officer.

Process

The Complaint and Grievance Team will be responsible for handling, management, and redressal of all customer complaints received by the company. Any complaint received by the company in any mode (including letters, phone calls, emails, and so on) shall be referred to this team within 24 hours from the time of the receipt of the complaint. This team shall follow the below procedure/s for resolving the complaint.

Intimation of Complaint

On receipt of a complaint, the Complaints and Grievance Team shall take the following steps:

• A written acknowledgement shall be sent to the complainant within three working days from the date of receipt of any complaint/grievance
• Where the company resolves the grievance/complaint within 3 days, this team shall communicate the resolution along with the acknowledgement
• The acknowledgement shall mention the unique reference number recorded in the system, the grievance-redressal procedure, and the time limit for resolution of the same

Complaint Resolution

The company shall endeavor to resolve the complaint/grievance within two weeks from the date of receipt of the complaint/grievance. The Grievance team shall communicate the company's decision, details of the resolution offered or reasons of rejection, and the further process if the customer is not happy with the resolution.

After this, if there is no revert from the complainant within 8 weeks, the company would treat the complaint as closed.

Customer Escalation

In case the customer is not satisfied with the response/resolution given/offered by the Complaints and Grievance Team, the customer can write to the Grievance Redressal Officer of the company at the following address:

Grievance Redressal Officer
Liberty Videocon General Insurance
10th Floor, Tower A
Peninsula Business Park,
Ganpatrao Kadam Marg,
Lower Parel, Mumbai – 400013
Email – gro@libertyvideocon.com
Telephone: 022-67001313

In case of no revert or if the insured is not satisfied with the reply, he/she has the right to approach other forums such as IRDAI, Insurance Ombudsman, consumer court, and court of law.

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