DHFL Pramerica 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 has any grievance regarding services, product or process of dhfl pramerica life insurance, they may approach the grievance redressal cell at the below mentioned details.

Complaints that would requireimmediate 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 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 litigation

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

 

Step 1 -

Contact Information:

DHFL Pramerica Life Insurance Company Ltd.

4th floor, Building no. 9b, Cyber City,

DLF City Phase iii, Gurgaon: 122 002

Toll-free: 1800 102 7070

Email: Contactus@dhflpramerica.com

Operational hours: 9am to 7pm (Monday to Saturday)

Website: www.Dhflpramerica.com

In case you are an existing customer you may have to leave your details at - https://www.Dhflpramerica.com/contactus

Customer can register a complaint through the website: https://www.Dhflpramerica.com/customerservices/grievanceprocedure

Or walk-in at the nearest Dhfl pramerica life insurance branch

Or call on the toll free number 1800 102 7070 (Operational hours, Monday to Saturday - 9am to 7pm)

Timeline for grievance redressal:

 

Step 2

If the response received from the company is not satisfactory or no response is received within two weeks (business days) of contacting the company, the matter may be escalated to:

Head grievance redressal officer:

Email id: Customerfirst@dhflpramerica.com

Address: Head grievance redressal officer

DHFL Pramerica Life Insurance Company Ltd.

4th floor, Building no. 9b, Cyber City,

DLF City Phase iii, Gurgaon: 122 002

 

Step 3

After contacting the company, if the policyholder's query or concern is not resolved satisfactorily or within timelines, the grievance redressal cell of the irda may be contacted.

Call centre toll free number 155255

Email id: complaints@irda.gov.in

Complaints against life insurance companies: Insurance Regulatory & Development Authority.

Consumer affairs department: Insurance Regulatory & Development Authority.

United India Towers, 9th floor, 3-5-817/818,

Basheerbagh, Hyderabad - 500 029, Telangana

Fax no: 91- 406678 9768

In case, the complaint is not addressed or a satisfactory resolution is not provided by the insurer you may escalate your complaint to the irda on its online facility (integrated grievance management system) which helps the policyholder to register complaints and track their status. For this purpose, the customer may have to login to www.Igms.Irda.Gov.in

Insurance ombudsman:

The office of the insurance ombudsman has been established by the government for the redressal of any grievance in respect of life insurance policies.

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 duly signed by the complainant or by his legal heirs with full details of the complaint and the contact details of the complainant.

The address of the insurance ombudsman may be obtained from the following link on the internet www.Irdaindia.Org/ins_ombudsman.Htm.

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.