Birla Sun 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.

Complaints that would require immediate reporting to the compliance are as follows:

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

In case there is any complaint with the services, process or products sourced by birla sun life, below given procedure needs to be followed:

Call centre: customer can call at -1-800-270-7000 between 9am to 9pm (monday to saturday) and register their complaint.

Website: customer can also register their complaint at the bsli website - www.Birlasunlife.com. The website provides the option to the customer to log his grievance on the internet and provides guidance on bsli's grievance handling procedure.

Branch: customer can also register their complaints by visit Bsli branches spread across india.

Within 3 working days of receipt of the complaint/ grievance, a written acknowledgment (viz. - email/ letter) will be dispatched to the complainant containing the below information:-

• A tentative timeline for resolution
• The name and designation of the officer in the grievance handling team
• Details of bsli's grievance redressal procedure

You can also register your grievance redressal on the link given below

http://insurance.Birlasunlife.com/pages/individual/customer-service/complaint-redressal.aspx

In case the resolution does not meet your expectation, please write to our grievance redressal office/ chief grievance redressal office/ grievance redressal committee, at the Below given link with your token no. You have received while registering your complaint.

http://insurance.Birlasunlife.com/pages/individual/customer-service/complaint-redressal.aspx

In case you are dissatisfied with the resolution provided by the grievance redressal officer or chief grievance redressal officer or grievance redressal committee, you may contact insurance ombudsman located in your region.

You can also submit your grievance by writing To: Birla Sun Life Insurance, grievance redressal department, g-corp tech park, 6th floor, Kasar wadavali, Ghodbunder road, Thane - 400601

Irda grievance redressal guidelines:-

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 has 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.