In case the insured/policyholder has any grievance regarding services, products, or processes of Shriram 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 3003 0000 | 1800 180 3009
• Fax: 277 0692 | 0141 277 0693
• Website: https://www.shriramgi.com
• Complaints Registry: https://www.shriramgi.com/grievance.html
• Outreach: https://www.shriramgi.com/contactus.aspx 
• Post:
• Shriram General Insurance
  E-8, EPIP, RIICO Industrial Area,
  Sitapura, Jaipur – 302022

Customers can also visit the nearest Shriram General Insurance branch.

Shriram General Insurance has put in place a mechanism administered by the Complaints and Grievance Coordinator, who can be reached at the registered office at the address mentioned here:

Chief Grievance Officer

Shriram General Insurance
E-8, EPIP, RIICO Industrial Area,
Sitapura, Jaipur – 302022
Customer Support: 1800 180 7474 | 1800 300 3000
Telephone: 91 0141 392 8400
Fax: 91 141 277 0693
Email ID: md@shriramgi.com

In case the customer is not satisfied with the decision taken by the office in respect of a service, he/she can appeal against the decision in the following manner:

• If not satisfied with the decision taken by the dealing officer, can appeal to the Branch Manager.
• In case not satisfied with the reply given by the Branch Manager, the matter may be brought to the notice of the Grievance Cell at HO, headed by Chief Grievance Officer who is directly under the control of the Policyholder Protection Committee.

You can also reach the insurance company by email or register the complaints on the website of the company. You may take note that in case you are not satisfied with the complaint-redressal procedure or complaint/resolution from the company, you can approach the Insurance Ombudsman located in your region. The time-frames to be adopted in handling grievances are as under:

• The company shall send a written acknowledgement to a complainant within 3 working days of the receipt of the grievance.
• The acknowledgement shall contain the name and designation of the Officer who will deal with the grievance.
• It shall also contain the details of the insurer's grievance-redressal procedure and the time taken for the resolution of disputes.
• If the company resolves the complaint within 3 days, it may communicate the resolution along with the acknowledgement.
• Where the grievance is not resolved within 3 working days, the company shall resolve the grievance within 2 weeks of its receipt and send a final letter of resolution. Where, within 2 weeks, the company sends the complainant a written response that offers redress or rejects the complaint and gives reasons for doing so.
• The company shall inform the complainant about how he/she may pursue the complaint, if dissatisfied.
• The company will regard the complaint as closed if it does not receive a reply within 8 weeks from the date of receipt of response by the insured/policyholder.

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