In case the insured/policyholder has any grievance regarding services, products, or processes of IDBI Federal Life Insurance, they may approach the Grievance Redressal Cell.

Complaints that would require immediate reporting to Compliance are as follows:

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

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

2. Employee fraud

3. Vendor fraud

4. Administration, control, co-ordination, and reporting of customer complaints received through regulatory agencies

5. 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 client

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

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

Registration of the complaints will be logged in by the following on behalf of the customers:

• Bancassurance channel partners
• Bancassurance sales force branch operations
• Agents
• Corporate agencies and brokers
• Agency sales force
• Direct sales force

In addition, existing policyholders and prospective customers can directly log in complaints relating to their policies or proposals. The company's service strategy is to enable the customer to avail the services through multiple avenues. The avenues available to the customer are:

• Customer care: the customer can contact the company's call centre at the toll free numbers 1800 209 0502 and 1800 3070 1012
• Email: the customer can send an email at support@idbifederal.com
• Branch: the customer can contact the local IDBI Federal branch
• Partner branch: The customer can contact the nearest IDBI Bank or Federal Bank branch to forward the grievance to IDBI Federal
• Customer may send a letter to IDBI Federal Life Insurance Co. Ltd., Trade View, Oasis Complex, Kamala City, P. B. Marg, Lower Parel (West), Mumbai - 400 013

In case the customer is not satisfied, they can communicate their complaints/grievances in the following manner:

• Send a letter at the Registered Office:
  Grievance Officer
  IDBI Federal Life Insurance Co Ltd,
  22nd Floor, A Wing, Marathon Futurex,
  N. M. Joshi Marg, Lower Parel (East),
  Mumbai 400013, India.
• Send an email to grievance@idbifederal.com
• Contact the call centre at the toll free numbers 1800 209 0502 and 1800 3070 1012
• Contact the local IDBI Federal Area Agency Head or Branch Manager (Zonal Head is the next level in escalation)

Grievance Officer:

The Grievance Officer for the company would be the Chief Compliance Officer. The Branch Manager of the agency branch shall be the officer nominated for that branch office to receive the complaint/s on behalf of the company.

Resolution of Grievances

In case you have any queries related to your application/policy, write to support@idbifederal.com and the company shall send a written acknowledgment to the customer within 3 working days of the receipt of the grievance. The company shall resolve the grievance within 2 weeks of its receipt and send a final letter of resolution. If the company's response doesn't meet your expectations, you can write to:

Sr. Manager - Customer and Sales Support
OR
Manager - IGMS and Complaints
IDBI Federal Life Insurance Co Ltd,
22nd Floor, A Wing, Marathon Futurex,
N. M. Joshi Marg, Lower Parel (East),
Mumbai 400013, India.

If you are still not satisfied with the response from Sr. Manager - Customer and Sales Support or Manager - IGMS and Complaints, you may write to the Grievance Officer at the same address as given earlier. You may also use the email address grievance@idbifederal.com.

The helpline number for IDBI Federal is 1800 209 0502 (toll free).

The Customer Service Committee

The Customer Service Committee comprises of members of the Senior Management of the IDBI Federal Life Insurance Co. Ltd. The Customer Service Committee acts as the Grievance Redressal Committee of the company.

Chairman: Chief Operating Officer

Members:

• Head – Legal, Secretarial, and Compliance
• National Head – Agency
• President – Bancassurance
• Vice President – Direct Marketing
• National Head – Marketing and Product
• Appointed Actuary

Secretary: Sr. Manager – Customer Service to act as a Secretary to the Committee.

• Each Member shall appoint a representative from his/her team who can attend the meetings on their behalf only in case of their absence from the place of such a meeting.
• The Committee shall consist of all such officers stated above. In case the Chairman is unable to attend the meeting, the members shall elect a Chairman amongst themselves.
• The Committee may invite any person to be in attendance to assist in its deliberations.
• The frequency of meetings shall be at least once a month.
• All the members and their representatives should be present to comprise a valid quorum.
• The Committee shall submit a report on its performance to the Policyholder Protection Committee of the Board at quarterly intervals.

IRDA Grievance Details

IRDA Grievance Call Centre (IGCC) Toll-free no. – 155255
Email ID: complaints@irda.gov.in
You can also register your complaint/s online at http://igms.irda.gov.in

Address for Communication for Complaints by Fax or Paper

Consumer Affairs Department
Insurance Regulatory and Development Authority
9th Floor, United India Towers, Basheerbagh
Hyderabad – 500 029, Telangana
Fax No.: 91-40-6678 9768

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 Insurance Ombudsman have been provided in the policy documents.

The insured or policyholder may approach the Insurance Ombudsman if the grievance pertains to:

• Insurance claims that have been rejected or the dispute of a claim on legal construction of the policy
• Delay in the settlement of a claim
• Dispute with regard to premium
• Non-receipt of your insurance documents

The complaint should be made in writing and duly signed by the complainant or by his legal heirs with full details of the complaint and the contact information of the complainant. The address of the Insurance Ombudsman may be obtained from the following link on the internet 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

Process and Timeframe for Response

The process for handling the grievance will be as follows:

1. The company shall send a written acknowledgment to the customer within 3 working days of the receipt of the grievance.
2. The acknowledgment shall contain the name and designation of the officer who will deal with the grievance.
3. It shall also contain the details of the insurer’s grievance redressal procedure and the time taken for the resolution of disputes.
4. Where the company resolves the complaint within 3 days, it may communicate the resolution along with the acknowledgment.
5. Where the grievance is not resolved within 3 working days, the company shall resolve the grievance within 2 weeks of its receipt and send a final letter of resolution.
6. Where, within 2 weeks, the company sends the complainant a written response that offers redress or rejects the complaint and gives reasons for doing so, the company shall inform the complainant about how he or she may pursue the complaint, if dissatisfied.
7. The company shall inform that it will consider the complaint as closed if it does not receive a reply within 8 weeks from the date of receipt of the response by the insured or policyholder.
8. For each and every office of the company, a system of grievance registration and disposal is put in place.
9. The company has an escalation matrix in place to ensure that unresolved complaints and grievances are escalated to the next authority level.
10. If the customer service team is unable to resolve the grievance, the same will be escalated to the Chief Operating Officer / Grievance Officer at Head Office. If the COO or Grievance Officer is still unable to resolve the customer grievance, the same will again be escalated to the Grievance Redressal Committee.
11. The Grievance Redressal Committee consisting of the senior management members shall review and resolve the customer complaints escalated to it.
12. If the customer is unsatisfied with the company’s efforts to resolve the grievance, s/he may take the matter up with the Insurance Ombudsman within one year under the Redressal of Public Grievances Rules, 1998.
13. The company has nominated Manager - Complaints and IGMS to be the officer for implementation of all the necessary processes for complaint and grievance handling.