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

If you have a grievance, feel free to write to the insurance company as suggested here. You will receive a resolution within 15 calendar days of us receiving your communication.

• Customer Service Helpline (India): 1860 266 7766 (Monday to Saturday | 10 AM to 7 PM)
• Customer Service Helpline (outside India): +91 22 6193 0777
• Online Submission of Grievances: https://buy.iciciprulife.com/buy/GrievanceRedStep.htm?execution=e1s1
• Website: https://www.iciciprulife.com/
• NRI Customers: https://www.iciciprulife.com/customer/webformnsecure12.jsp
• Group Customers Email ID: grouplife@iciciprulife.com
• Existing Customers Email ID: lifeline@iciciprulife.com
• Telephone: 4039 1600
• Post:
  ICICI Prudential Life Insurance
  ICICI Pru Life Tower,
  1089 Appasaheb Marathe Marg,
  Prabhadevi, Mumbai – 400 025

You can also visit the nearest ICICI Prudential Life Insurance branch.

Escalation Mechanism

If the resolution you receive does not meet your expectations, you may escalate your grievance at the levels mentioned here. As prescribed by IRDA, you will receive a resolution within 15 calendar days of us receiving your communication.

• Write to the Grievance Redressal Officer (Vice President – Customer Service) at gro@iciciprulife.com
• Write to the Senior Grievance Redressal Officer (Compliance Officer) at smgro@iciciprulife.com
• Write to the Grievance Redressal Committee by clicking here

Alternatively, you may also highlight your grievance by writing to the insurance company at the postal address mentioned earlier.

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 ICICI Prudential Life Insurance policy?