Hdfc ergo 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:

• Call on the 24x7 Toll free number - 1800 2700 700 from any landline & mobile or 1800-226-226 from mtnl/ bsnl phone
• You can also contact at the nearestHdfc ergo branch
• To lodge a complaint online the customer can send an email to customer service desk at care@hdfcergo.com

After investigation the matter internally, the insurance company will send a response within a period of 10 days

In case the resolution is likely to take longer time, the insurance company will inform you of the same through an interim reply.

Escalation level 1

In case lack of response or if the response does not meet your expectation, you can write To: Grievance@hdfcergo.com

Customer can also submit the grievance online - https://www.Hdfcergo.com/grievance/grievance_form.html

After examining the complaint, the insurance company shall revert with the final response within 15 days from the date of receipt of the complaint.

Escalation level 2

In case the customer is not satisfied with the decision/ resolution of the above officer, or have not received any response from the grievance officer within 15 days, they may write to the chief grievance officer - Cgo@hdfcergo.com

Escalation level 3

If after following escalation level 1 and 2 as stated above is not resolved or there is no response from the insurance company or the chief grievance officer then the customer may approach irda - insurance regulator development authority or ombudsman for further clarification

If the channels above have still not met your expectations, you may approach the insurance ombudsman or irda 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 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 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 Contactinformation of Complainant.

The address of the insurance ombudsman may be obtained from Thefollowing 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

Objective of the grievance redressal:

The objectives of the grievance redressal policy are:

1. To develop an organizational framework to promptly address and resolve customer grievances fairly and equitably
2. To provide enhanced level of customer satisfaction
3. To provide easy accessibility to the customer for an immediate grievance redressal
4. To educate the customers about their responsibilities to access benefits due under the policies
5. To ensure that the customers are treated fairly at all times
6. To identify systemic flaws in the operational functions of the organization and products suggesting corrective measures
7. To put in place a monitoring mechanism to oversee the functioning of the grievance redressal policy.