In case the insured/ policy holder has any grievance regarding services, product or process of aegon life insurance, they may approach the grievance redressal cell at the below-mentioned details.

Complaints that would require immediate reporting to the 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.

Step 1 -

Mailing address:

The customer service department

Aegon life insurance company ltd.: building no. 3, third floor, unit no. 1, nesco it park, western express highway, goregaon (east), pincode - 400063

Contact details:

Tel: +91 22 6118 0100

Fax: 022 6118 0200/300

Email: Customer.care@aegonlife.com

Website: www.Aegonlife.com

Customer service: india: 1800-209-9090 (toll free - monday to saturday 9am to 7pm)

Overseas: 91-22 6113 0400/ corporate: 022-67292929

In case you require any assistance related to policy documents you can send an sms to "menu" to 09221010101

You can also contact at the nearest Aegon life insurance branch.

Branch timings: monday to friday - between 9am to 5:30 pm/ saturday - between 9am to 2pm

Customer has the option to login on - https://aegonlife.com/customer-service/complaints and register their complaint.

Step 2 -

Head - audit, risk & compliance will be the designated grievance officer for the company. Below given are the designated grievance officers for various offices:

Aegon life office	Designated grievance officer
Corporate office	Head - audit, risk & compliance. (principal compliance officer)
Branch offices	Branch head
Zonal offices	Zonal operations manager
It & operations centre	Senior manager - servicing operations

The functional responsibility for compliance will vest with various functions like operations, customer service, finance, underwriting, claims, legal & sales.

Policy holder protection committee will monitor and ensure compliance by various functions.

There is a complaint management process followed at aegon life insurance:

Customer is provided by multi touch points while registering claims:-

• Customer can contact on the aegon life customer service toll free number - 1-800-209-9090 between 8 am to 8:30 pm seven days a week to register any complain.
• Customer can also intimate a complaint by writing a letter to the branch or the head office
• The customer also has the option to register the complaint through the website (https://aegonlife.com/customer-service/complaints)
• Customer can also write through email to care@aegonreligare.com

Step 3 -

In case, the compliant is not resolved or if the customer is not happy with the resolution, then this can be escalated to grievance manager via email to Grievance.Manager@aegonreligare.com. There is a dedicated staff to handle such emails.

Step 4 -

If the resolution received does not meet the expectations of the customer, please contact aegon life chief operating officer - mr. R. Sankaranarayanan at Coo.Desk@aegonlife.com

You may also contact the gro if you are still dissatisfied with the resolution received at Gro@aegonlife.com

Step 5 -

In case you are satisfied with the information provided by the insurance company or of 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 call centre (igcc)toll free no: 155255

Email id:complaints@irda.gov.in

You can also register your complaint online athttp://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

Fax no : 91- 40 - 6678 9768

In case the insured/ policy holder 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 have been provided in the policy documents.

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

• Insurance claims that has been rejected or dispute of a claim on legal construction of the policy
• 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 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 officer 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.