Robinhood Insurance Broker Private Limited

Whom do I need to contact in case of grievance with Kotak Life Insurance?

In case the insured/policyholder has any grievance regarding services, product, or processes of Kotak Life Insurance, they have to approach the Grievance Redressal Cell through the mentioned contact points.

Complaints to be immediately reported to Compliance are the following:

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.

The company's service strategy is to enable the customer to avail the services through multiple avenues. There are several avenues available to the customer. Regular access channels in case the policyholder/insured has any complaints are:

Website: http://insurance.kotak.com, where it explains the grievance handling the procedure in detail.

Client Service Desk: Kotak Mahindra Life Insurance Company Ltd.
7th floor, Building No. 21, Kotak Towers,
Infinity Park, Off Western Express Highway,
General A. K. Vaidya Marg,
Malad East,
Mumbai - 400 097

Email ID: clientservicedesk@kotak.com

Call Centre: 1-800-209-800 – 8 am to 10 pm (Monday to Saturday)

Branch: Customer may also register their complaints by visiting Kotak Life Insurance branches spread across India.

Here are the senior office bearers whom you may contact at Kotak Life Insurance:

Complaint Management Cell:
Email ID: client services@kotak.com
Phone Number: 1-800-209-8800

Chief Grievance Officer:
Phone Number: 022-66-215-865

Senior Vice President Operations and Service Head:
Phone Number: 022-66-215-103

Customer Service Head:
Phone Number: 022-66-215-103

For grievance, it is recommended to write to the company's dedicated Complaint Management Cell at clientservicedesk@kotak.com. Their team will revert back within 2 business days. In case the policyholder is still not satisfied with the information provided by the insurance company or if there is no response from the insurance company, then s/he may further contact the Grievance Redressal Officer of the nearby area or at the head office.

Escalation of Complaints:

In case the policyholder is still not satisfied with the information provided by the GRO then s/he may further contact IRDAI or the Insurance Ombudsman using any of the following options:

  • Approach the Grievance Redressal Officer of the given branch or any other office that you have been dealing with. Click here for contact details of Grievance Redressal  Officers of all insurance companies
  • Give your complaint in writing and support it with the necessary documents
  • Take a written acknowledgment of your complaint with the proper date mentioned on it.

The insurance company should handle your complaint within 15 days. If that does not happen or if you are unhappy with their solution you can approach the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI by the following means:

Call  Centre: 1-800-4254-732

Toll-free Number: 155255

Email IDcomplaints@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, Basheerbagh
Hyderabad – 500 029, Telangana
Fax number: 91-40667-89768

Click here to download the complaint registration form

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 the grievance.

Details related to 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 dispute of a claim on the legal construction of the policy
  • Delay in settlement of the claim
  • Dispute with regard to premium
  • Non-receipt of your insurance documents

The complaint should be made in writing and should be signed by the complainant or by his legal heirs with complete details of the complaint along with the proper contact details.

The address of the Insurance Ombudsman can be found here www.irdaindia.org.in

Note that as per provision 13(3) of the Redressal of public grievance rules 1998, the complaint to the Insurance 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 by the insurer
  • If it is not under any other simultaneous litigation

Also read: How do I surrender my Kotak Life Insurance policy?

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