ManipalCigna Health 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:

Customer will receive a response within 15 days from the date of receipt of the complaint/ grievance.

Level 1

Connect with the ManipalCigna's Health Insurance relationship managers at:

1. Address: ManipalCigna Health Insurance company limited, 401/402, Raheja titanium, Western express highway, Goregaon (East), Mumbai-400063.
2. Contact details: ph :+91-22-61703600/ toll free :1800-10-24462 (between 9 am to 9pm)
3. Email : customercare@manipalcigna.com / headcustomercare@manipalcigna.com
4. Visit the nearest ManipalCigna Health Insurance branch.

Tat - turn around time

• The insurer shall send a written acknowledgment to a complaint within 3 working days of the receipt of grievance
• If the grievance is not resolved within 3 days, the insurer shall resolve the grievance within 2 weeks of its receipt and send a letter of resolution to the customer.

Escalation mechanism:

If the resolution you received does not meet your expectations, you may escalate the grievance at the levels mentioned below. As prescribed by the regulator, you will receive a resolution within 15 days of the insurer receiving your communication.

Level 2

Please write to our Grievance Redressal Officer,

Ms. Shruti Vyas  Assistant Vice President - Grievance Cell at complaints@manipalcigna.com

Level 3

Please write to our Senior Grievance Redressal Officer,

Mr. Sameer Bhatnagar Chief Grievance Redressal Officer at compliance@manipalcigna.com

Level 4

If the channels above have still not met your expectations, you may approach the Insurance Ombudsman or IRDAI for further clarification:

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 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 Contactinformation 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