In case the insured/policyholder has any grievance regarding services, products, or processes of Bharti AXA Life 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

• Call the customer service toll free no.: 1800-102-4444
• Write to the insurance company at complaints.unit@bharti-axalife.com
• Lodge your complaint online at https://www.bharti-axalife.com/grievance-redressal-procedure
• Write to the Head Office address:
  Bharti AXA Life Insurance Company Limited

  Unit No. 1904, 19th Floor, Parinee Crescenzo,

  'G' Block, Bandra Kurla Complex,

  BKC Road, Near MCA Club, Bandra East,

  Mumbai-400051

   

  Grievance Redressal Cell:

  Bharti AXA Life Insurance Company Limited

  Spectrum Towers, 3rd Floor,

  Malad Link Road, Malad (West),

  Mumbai–400064
• Visit the nearest Bharti AXA Life Insurance branch and meet the Grievance Redressal Officer, who will assist you to resolve your grievance/ lodge your complaint

Step 2

In case you are not satisfied with the decision provided or if you have not received any response post completion of 14 days, you may write to Head – Customer Service for resolution at the address mentioned earlier or email at head.customerservice@bhartiaxa.com.

In case of any further concerns, inform the insurer within 8 weeks of receipt of the resolution, post which your complaint would be deemed to be resolved to your satisfaction.

Step 3

In case the insured/policyholder is not satisfied with the decision/resolution of the company, they may approach the Insurance Ombudsman through the IRDAI website www.irda.gov.in.

Data privacy complaints:

In case you have any grievance related to the processing of your sensitive personal information, then you may contact our Grievance Redressal Officer at the following address:

Data Privacy Officer
Bharti AXA Life Insurance Company Ltd.
Unit No. 1904, 19th Floor, Parinee Crescenzo, 'G' Block, 
Bandra Kurla Complex, BKC Road, Near MCA Club, Bandra East, 
Mumbai – 400051, Maharashtra

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 surrender my Bharti AXA Life Insurance policy?