Edelweiss Tokio Life Insurance company has the responsibility to put in place the proper procedures and effective mechanism to address complaints and grievances of policyholders including mis-selling by different intermediaries and to ensure compliance with the statutory requirements.

Complaints that would require immediate reporting to the compliance are as follows:

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

Step 1:

The insurance can register a complaint through the below modes:

• Walkin at the nearest Edelweiss tokio life insurance branch
• Call on the toll free number - 1800 2121 212 (operational hours, Monday to Saturday - 8am to 8pm, expect public holidays)
• Contact information: Customer care, Edelweiss Tokio Life Insurance company Ltd., Kohinoor city mall, Kohinoor city, Kirol road, Kurla (w), Mumbai - 400070, 3rd & 4th floor, Tower 3, Wing 'B'

The complaint will be acknowledged within 3 working days from the date of receipt.

Step 2

If you do not receive any resolution to your complaint within a period of 2 weeks, or if the response is not as per your expectation then please feel free to contact our grievance redressal officer, Amit Sharma at

Contact no: 022 4342 8289 (Between 9am to 6pm on Monday to Friday, except public holidays)

Email id: Gro@edelweisstokio.in

Step 3:

If the resolution still does not meet the expectation, please feel free to escalate the matter to our chief grievance officer shirin patel at Cgro@edelweisstokio.in. They will respond to you within 7 business days from the date of receipt of your communication.

Step 4

In the unlikely event that you are still not happy with the resolution provided, you may approach the insurance ombudsman located in your region.

Insurance ombudsman:

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 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 has been provided in the policy documents.

The insured or policyholder may approach the insurance ombudsman if the grievance pertains to:

• Insurance claims that has been rejected or any dispute on the legal construction of the policies
• Delay in settlement of 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/her legal heirs with full details of the complaint and the contact information of 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.