Bharti axa life 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.

In case the insured/ policyholder have any grievance regarding services, product or process of bharti axa 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 fraudvendor 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 litigationany other matter as may be defined by compliance from time to time.

7. Any other matter as may be defined by compliance from time to time.

Step 1:-

• Call the customer service toll free no. 1800-102-4444
• Write to the insurance company at complaints.units@bharti-axalife.com
• Lodge your complaint online at https://servicesonline.bharti-axagi.co.in/IGMS/
• Head office address - bharti axa life insurance co. Ltd. - unit 701 to 708, 7^Th floor, wellington business park 1, andheri - kurla road, andheri (e), mumbai - 400 059.
• Visit the nearest Bharti axa life insurance branch (click to know more) and meet the grievance redressal officer who will assist you to resolve your grievance/ lodge your complaint.

The insured/ policyholder will respond within 14 calendar days from the date of receipt of your complaint.

Step 2:-

In case the insured is not satisfied with the decision of the above office/ officer or they have not received any response from the office within 14 calendar days, they may contact the grievance redressal officer at:

• Mailing address: grievance redressal officer, bharti axa life insurance company ltd., unit no. 601 & 602, 6^Th floor, raheja titanium, off western express highway, goregaon (e), mumbai - 400 063
• Lodge your complaint at - https://www.bharti-axalife.com/grievance-redressal-procedure
• Email at - head.customerservices@bharti-axalife.com

The insured/ policyholder needs to inform the insurance company about the complaint within 8 weeks of receipt of resolution, failing which the company will deem the complaint to be satisfactorily resolved.

Step 3:-

In case the insured/ policyholder is not satisfied with the decision/ resolution of the company, you may approach the insurance ombudsman through the irda website - www.irda.gov.in

Data privacy complaints:

In case you have any grievance related to processing of your sensitive personal information, then you may contact our grievance redressal office

C.L. Baradhwaj grievance redressal officer bharti axa life insurance company ltd. Unit no. 601&602, 6th floor, raheja titanium off western express highway goregaon(e), mumabi-400063

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:

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 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, basheerbagh

Hyderabad - 500 029, telangana

Fax no : 91- 40 - 6678 9768

In case the insured/ policyholder 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 policyholder 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 contract 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.