Chola MS General 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:-

Cholamandalam MS General Insurance company ltd, 2nd floor, "dare house", No.2, NSC bose road, Chennai - 600001, India.

Phone: 044-3044 5400/ fax no: 044-3044 5550

Customer service number - 1800 200 5544 (toll free india)

Customers from abroad can call at: +91 44 3098 5300.

E-mail id: Customercare@cholams.Murugappa.com

Customer either send Across The details on - http://www.Cholainsurance.com/contact-us.aspx

Or can visit the nearest Chola ms general insurance branch office.

Customer can also register their complaints to the grievance cell at:

Manager grievance cell - Hari nivas towers first floor, #163, Thambu chetty street, Parry's corner, Chennai - 600 001

Procedure of grievance redressal:

1. On lodging the complaint, a complaint reference number will be provided
2. An acknowledgment will also be sent with the details of turnaround time for resolution and complaint registration details
3. In case you are not happy with the resolution provided, you may follow the escalation matrix.

Escalation matrix:

In case you are dissatisfied with the response or have not received a response, you may escalate the same to our customer service head - Ms. Smitha kumar, email id - Smithak@cholams.Murugappa.com

In case you are still not happy with the response or have not received a response within 10 days, you may escalate the same to our chief grievance officer - Mr. A. Prabhakaran, email id - Prabhakarana@cholams.Murugappa.com

If after having followed the above steps and your issue is still unresolved, you may approach the insurance ombudsman or IRDA for redressal.

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/ 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 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