AIC - Agriculture insurance company of india has the responsibility to put in place 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 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

The company's service strategy is to enable the customer to avail the services through multiple avenues. The avenues available to the customer are:

A complaint/ grievance may be communicated by the complainant to the company (gro) in writing, through post, email, fax, personal submission or through aic grievance portal:

Contact details/ mailing address:

Registered office: 13^Th floor, Ambadeep building, 14, Kasturba gandhi marg, New delhi - 110 001, india.

Landline nos: (+91 11) 46869800, Fax no: (+91 11) 46869815

List of GRO's:-

Upon receipt of the grievance, the GRO shall enter the details thereof in the Grievance Redressal Register (GRR)

Within 3 working days of the receipt of the grievance, an acknowledgement shall be sent by the gro to the complainant, containing details of the GRO (name, designation & contact details), grievance (reference no, remarks if any), and redressal (set-up & procedure, estimated redressal time & final redressal details)

If the grievance has not been redressed within 3 working days from the receipt, the company shall resolve the grievance within 2 weeks of its receipt and send a final letter of redressal.

If the grievance is redressed within 2 weeks of its receipt, the gro shall send to the complainant a written response which offers redress or rejects the complaint by giving reason for doing so.

The company shall also inform that it will regard the complaint as closed if it does not receive a reply within 8 weeks from the date of receipt of response by the complainant.

If the grievance has still not been redressed at the GRO level by the end of 2 weeks then the matter can be escalated to appeal by the complainant before the CGRO as the below details:

A grievance shall be considered as disposed of and closed when.

(a) the company has acceded to the request to the complaint fully.

(b) where the complainant has indicated in writing, acceptance of the response of the company.

(c) where the complainant has not responded within 8 weeks of company's written response.

(d) where the gro has certified that the company has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint.

(e) where the complainant has not preferred any appeal within 4 (four weeks)) from the date of receipt of redressal or rejection of grievance communicated by the company

(f) where the appeal decision has been communicated to the complainant by the cgro

In case of no revert or the insured is not satisfied with the reply, he/she has right to approach other forums IRDA or Insurance ombudsman, consumer court, court of law

Idra grievance details:

Irda grievance call centre (igcc)Toll free no : 155255

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, 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 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