Whom do I need to contact in case of a grievance with PNB MetLife Insurance?

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

Level 1

For any complaint/grievance, approach any of the following touch-points:

  • Customer Service:1800 425 69 69 (toll-free)
  • Email ID: india_grievancecell@pnbmetlife.co.in
  • Website: www.pnbmetlife.com
  • Post:
    Customer Support Department
    PNB MetLife India Insurance
    Unit No. 101, 1st Floor,
    Techniplex 1, Techniplex Complex,
    Veer Savarkar Flyover, Off S. V. Road,
    Goregaon (West), Maharashtra – 400062

Customers may visit their nearest PNB MetLife branch and contact the designated Grievance Officer (GO) too.

Level 2

In case you are not satisfied with the resolution provided by the touch-points mentioned earlier, write to:

Grievance Redressal Officer
PNB MetLife India Insurance 
Platinum Towers, 4th Floor,
Sohna Road, Sector 47,
Gurgaon – 122002
Email ID: gro@pnbmetlife.co.in

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 within 10 days, 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

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

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