In case the insured/policyholder has any grievance regarding services, product, or processes of Bajaj Allianz General Insurance, they have to approach the Grievance Redressal Cell through the mentioned contact points. Mis-selling complaints have to be immediately reported to the Compliance department.

Regular access channels for this purpose are:

• Online portal: https://general.bajajallianz.com/bagicnxt/misc/itrack/onlinegrievancetracking.jsp
• Contact Numbers:

o    BSNL – 1800 209 5858

o    TATA – 1800 22 5858

o    Bharti – 1800 102 5858

o    Others – 020 3030 5858

• Email ID: customercare@bajajallianz.co.in
• Phone Number: 020 66026666
• Fax: 020 66026667
• Alternate email ID: irdanonlifecomplaints@bajajallianz.co.in
• Branch: Customers can also register their complaints by visiting the insurer’s branches spread across India

Escalation of Complaints

In case the resolution does not meet the policyholder’s expectation, the policyholder can lodge a complaint with the Grievance Redressal Officer or Grievance Redrressal Committee by writing/informing the following persons:

Head – Grievance Redressal
3^rd Floor, Bajaj Finserv, Survey No. 208/1-b
Behind Weikfield IT Park, Viman Nagar,
Pune – 411 014

• Telephone no.: (+91 20)3051 4724
• Fax: (+91 20)4011 1502

Head – Customer Experience and Grievance Redressal Officer
3^rd Floor, Bajaj Finserv, Survey No. 208/1-b
Behind Weikfield IT Park, Viman Nagar,
Pune – 411 014

• Telephone no.: 1800 233 7272
• Fax: (+91 20)4011 1502
• Email ID: customercare@bajajallianz.co.in

In case the policyholder is dissatisfied with the resolution provided by the Grievance Redressal Officer, Chief Grievance Redressal Officer, or Grievance Redressal Committee, the policyholder may contact the Insurance Ombudsman located in their region.

IRDA Grievance Redressal Cell

• Toll-free number: 155255
• Email ID: complaints@irda.gov.in
• The policyholder can also register their complaints 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 number: 91-40667-89768

In case the insured/policyholder is not satisfied with the 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 the grievance.

Details related to Insurance Ombudsman have been provided in the policy documents.

The insured or policyholder may approach the Insurance Ombudsman if the grievance pertains to:

• Insurance claims that have 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 insurance documents

The complaint should be made in writing, duly signed by the complainant or by legal heirs with details of the complaint and the contact information of the 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

IRDA grievance redressal guidelines: