Apollo Munich Health Insurance company 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:

Contact details:

Email id: Customerservice@apollomunichinsurance.com

Phone: +91-124-4584333/ fax: +91-124-4584111

You can contact any of the nearest Apollo munich health insurance branch.

Sales Toll free: 1800 103 0555/ support Toll free: 1800 102 0333

Courier your query directly to the company's cpc office at-

Apollo Munich Health Insurance Co. Ltd., ilabs centre, 2nd & 3rd floor, Plot no 404 - 405, Udyogvihar, Phase - iii, Gurgaon-122016, Haryana

You can register your grievance at http://www.Apollomunichinsurance.com/insurance-grievance-customer-services.aspx

Vision paper on grievance handling

• As the insurance Companyis dealing with human lives there will always be Difference between perspective and delivery.
• The insurance company strictly believes that customer satisfaction leads to long-term relation and business.
• The customer can send his grievance to the insurer either in writing or through our website/ e-mail/ fax/letter/courier.

Philosophy

To handle customer grievances, apollo munich health intends to implement a system where they target:

• Document issuance ratio of 100%.
• Non-suit claim settlement ratio of 100%.

The insurance company's grievance cell has representatives in all regional and branch offices. The customer can approach this cell every friday from 3-4 pm in any of the offices. The company's representatives have been trained to handle your grievances with empathy and concern.

Please note:

1. All grievances will be acknowledged within 3 days.
2. All couriers and fax will be answered/acknowledged from the respective regional/branch office.
3. All grievances from walk-in customers (only fridays) will be acknowledged there and then.
4. Based on the type of grievance, apollo munich health insurance company limited will try to provide Solution within 2 weeks.
5. In case there is no revert to your query in 2 weeks, the customer will have the right to approach the head of grievance cell directly.
6. The head of grievance cell will acknowledge the receipt of Grievance within 3 days of receipt.
7. Head grievance cell will respond to the grievance with a possible solution within 2 weeks from Acknowledgement of receipt.
8. In Case of no revert or the insured is not satisfied with the reply, he/she has right to approach other forums e.g. Insurance ombudsman, consumer court, court of law.
9. IRDA grievance call center Toll free number: 155255, email id: complaints@irda.gov.in

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