In case the policyholder has any grievance regarding services, products, or processes of Aviva Life Insurance, s/he can contact the company's Grievance Redressal Cell through the details mentioned in this FAQ.

Complaints that require immediate reporting to the Compliance department are as follows:

A) Complaints on the conduct of the sales agent(s), broker(s), and other sales intermediaries such as:

• Misselling
• 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 holds responsibilities within the company that involves money, credit, or any other property of the company or its client(s)

F) Any complaint where there is a stated or implied threat of litigation

G) Any other cases defined by Compliance from time to time

Step 1 -  Register a Complaint

The insured can register a complaint through any of the following modes:

Call: 1800-103-7766/ 0124-2709046

Email ID: Customerservices@avivaindia.com

SMS: Ask AVIVA to 56767

Mailing Address:
Aviva Life Insurance Company India Ltd.
Aviva Tower, Sector Road,
Opp. Golf Course,
DLF-Phase-V, Sector 43,
Gurgaon - 122003

Option to visit the nearest Aviva India Life Insurance branch.

Step 2 - Escalation of the Complaint

If the policyholder is not satisfied with the response that s/he has received from the access channels or if there is no response from Aviva Life Insurance customer service team with 7 working days, then the escalation of the complaint can be done through:

• An e-mail to complaints@avivaindia.com explaining the details of the concerned issue. The policyholder will receive a response within 3 working days of the receipt of the complaint.

OR

• The policyholder can call 1800-180-2266 / 0124-2709046. The Aviva Life Insurance team of customer services will attend and resolve the queries.

Step 3 - Escalate the Complaint to Aviva Life Insurance Complaint Redressal Officer (CRO)

If the policyholder is not satisfied with the response received from the customer service complaint team or if he does not hear from them within 10 working days of having registered a complaint, then please contact the Complaint Redressal Officer (CRO). The CRO for Aviva Life Insurance will examine your issues and provide impartial resolution and can be reached at:

Complaint Redressal Officer (CRO):

Aviva Life Insurance Company India Ltd.
Aviva Tower, Sector Road,
Opp. Golf Course,
DLF-Phase-V, Sector 43,
Gurgaon - 122003

Email ID: cro@avivaindia.com

Step 4 - Escalate the Complaint to IRDAI or the Insurance Ombudsman

IRDAI

In case you are not satisfied with the information provided by the insurance company or there is no response from the insurance company then s/he may further contact the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI or the Insurance Ombudsman:

IRDAI Grievance Call Centre (IGCC)
Toll-free Number: 155255
Email ID: complaints@irda.gov.in
Register your complaint online at http://igms.irda.gov.in

Mailing address to communicate for complaints by fax/letter:

Consumer Affairs Department
Insurance Regulatory and Development Authority of India
9th floor, United India Towers,
Basheerbagh,
Hyderabad - 500 029
Telangana

Fax No: 91- 40 - 6678 9768

The Insurance Ombudsman

In case the policyholder is not satisfied with the decision of the company, s/he can 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 are provided in the policy documents.

The 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 duly signed by the complainant or by his legal heirs with full details of the complaint and the contact information of the complainant.

The online address of the insurance ombudsman is 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 grievance redressal machinery of the insurer
• Within a period of one year from the date of rejection by the insurer
• If it is not simultaneously under any litigation