In case the policyholder has any grievance regarding services, product, or process of DHFL Pramerica Life Insurance, they may approach the Grievance Redressal Cell through the mentioned contact points.

Complaints pertaining to the conduct of the sales agents, brokers and other sales intermediaries such as:-

A) Complaints pertaining to the Sales conduct of agents, brokers, and other intermediaries. These include complaints such as:

• Mis-selling
• Misrepresentation
• Rebating
• Misappropriation of funds
• Fraud
• Forgery
• Lack of service
• Theft
• Commission schemes/sharing
• Fictitious policies

B) Employee fraud.

C) Vendor fraud.

D) Administration, control, coordination, and reporting of customer complaints received through regulatory agencies.

E) Allegations of financial irregularities by any person who has a responsibility within the company and that involve money, credit, or any other property of the company or its client.

F) Any complaint where there is a stated or implied threat of litigation.

G) Any other matter as may be defined by Compliance from time to time.

Step 1: Contact Information

You can contact the company through any one of the following mediums:

Call: 1800-102-7070 

To get a callback, give a missed call at 1800-102-7986

Email ID: contactus@dhflpramerica.com

Website: www.dhflpramerica.com

Mailing Address:

DHFL Pramerica Life Insurance Company Ltd.,
4th Floor, Building No. 9 B,
Cyber City, DLF City Phase III,
Gurgaon-122002

Option to visit at the nearest DHFL Pramerica Life Insurance branch.

Existing customers can leave their details at https://www.dhflpramerica.com/contactus

Option to register a complaint at https://www.Dhflpramerica.com/customerservices/grievanceprocedure

Following are the timelines for the grievance redressal:

1. A grievance to be acknowledged in 3 days
2. Grievance to be resolved in 15 days

Step 2: Escalation of the Complaint

If the response received from the company is not satisfactory or no response is received within two weeks (business days) of contacting the company, the matter may be escalated to:

Head Grievance Redressal Officer:

Email ID: customerfirst@dhflpramerica.com

Mailing Address:
DHFL Pramerica Life Insurance Company Ltd.,
4th Floor, Building No. 9 B, Cyber City,
DLF City Phase III, Gurgaon – 122002

Step 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.

IRDAI Grievance Details

• IRDAI 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