Exide 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 requireimmediate 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

Step 1

The insured can register a complaint through the below modes:

• Walkin to the nearest Exide life insurance branch(branch offices are open from 10:30am to 3:30pm (monday to friday) & 10:30am to 1pm (saturday)/ 2^Nd saturday is a holiday.
• Registered office:- exide life insurance, 3^Rd floor, jp techno park, no. 3/1, millers road, bangalore 560 001, contact no: 080-67999200
• Email id: Customer.Service@exidelife.in
• Toll free no: 1800 419 8228/ landline: +91 80 4134 5444 (operational hours - 9am to 7pm (monday to saturday)
• Register complaint on the website at - http://www.Exidelife.in/customer-service/complaints-and-feedback/write-to-us

Step 2

In case you are not satisfied with the decision of the above office, or have not received any response within 10 days, you may contact the following official for the resolution:

The complaints officer

Exide life insurance company limited

3^Rd floor, jp techno park,

No. 3/1, millers road, bangalore - 560 001

Email id: Complaintscell@exidelife.in

Toll free number: 1800 419 8228

Tel no.: +91 80 4134 5134

Please quote the reference number provided to you along with your policy / contact number.

Step 3

In case you are not satisfied with the decision of the above, you can email to the head of customer service: head.Customerservice@exidelife.in

Step 4

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.