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

The insured can register a complaint through the following modes:

• Post:
  IndiaFirst Life Insurance
  301, B Wing, The Qube, Infinity Park,
  Dindoshi Film City Road,
  Malad (East), Mumbai – 400 097
• Telephone: +91 22 3941 8700
• Fax: +91 22 3325 9500
• Customer Care: 1800 209 8700 (Monday to Saturday | 8 AM to 8 PM)
• Email ID: customer.first@indiafirstlife.com

Step 2

In case you are not satisfied with the solution provided or have not received any response within 15 days, you may contact the Grievance Redressal Officer at the address mentioned earlier or email at grievance.redressal@indiafirstlife.com.

A written communication giving reasons of either redressing or rejecting the grievance will be sent within 4 to14 days of receipt of the grievance. An acknowledgement to all complaints received will be sent within 3 working days of receipt of the complaint/grievance.

A complaint/grievance will be treated as closed only in a scenario where the complainant does not revert within 56 days from the date of receipt of the communication. A complaint will be treated as closed once the company has provided a resolution in line with the customer's requirement OR once the customer expresses receipt and satisfaction over the resolution provided OR where the complainant does not revert within 56 days from the date of receipt of the communication OR where the Grievance Redressal Officer has certified that the company has discharged its contractual, statutory, and regulatory obligations and therefore closes the complaint.

Categorization of Complaints/Grievances

The complaints are then categorized based on the departments to which they relate to:

• Proposal Processing – Includes refund- and proposal-related issues
• Policy Servicing Delays/Denials – Policy-servicing issues related to service/delays, excluding surrender value, survival benefits, maturity claims, and death claims
• Survival Claims – Survival benefit claims, maturity claims, surrender value payment, and connected issues, including (pension) annuity payments
• Death Claims – Death claims and connected issues
• Unfair Business Practices – Insurers' unfair business practices, mis-selling, misrepresentation, tampering records, forging signatures, and so on
• Unit-linked Policies – Complaints regarding charges, improper allocations of units, NAV-related complaints, switching, and partial withdrawals
• Others – Miscellaneous issues not covered under these headings

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.

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