Robinhood Insurance Broker Private Limited

Whom do I need to contact in case of a grievance against TATA AIG General Insurance?

In case the insured/policyholder has any grievance regarding services, products, or processes of TATA AIG 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 is committed to extending the best possible services to its customers. However, if you are not satisfied with the services and wish to lodge a complaint, then the contact details are as follows:

Customers can also contact the nearest Tata AIG General Insurance branch for any further clarifications.

After investigating the matter internally and subsequent closure, the insurance company will send a response within a period of 10 days from the date of receipt of the complaint by the company or its office in Mumbai. In case the resolution is likely to take a longer time, the insurance company will inform you of the same through an interim reply.

Escalation Level 1

For lack of a response or if the resolution does not meet your expectations, you can write to manager.customersupport@tataaig.com. After investigating the matter internally and subsequent closure, the insurance company will send a response within a period of 8 days from the date of receipt on this email ID.

Escalation Level 2

For lack of a response or if the resolution still does not meet your expectations, you can write to the Head – Customer Services at head.customerservices@tataaig.com. After examining the matter, the company will send you their final response within a period of 7 days from the date of receipt of your complaint on this email ID.

Within 30 days of lodging a complaint with the insurance company, if the insured is not satisfied with the resolution or in case he has not received any response from the insurance company, they may approach the IRDAI grievance cell.

Escalation Level 3

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

Also read: How do I cancel my Tata AIG General insurance policy?

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