HDFC 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/ policy holder has any grievance regarding services, product or process of hdfc standard life insurance, they may approach the grievance redressal cell at the Below mentioned details.

Complaints that would require immediate 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 litigationany other matter as may be defined by compliance from time to time.

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

The insurance can register a complaint through the below modes:

• You can visit the nearest Hdfc life branch.
• Call between 9am to 9pm any day on the HDFC Life helpline no. 18602679999.
• Sms - 'service' to 5676727
• Send email from your registered email id at Service@hdfclife.com/Nriservice@hdfclife.com (nri customers only)
• You can also register your Complain on the link - http://www.Hdfclife.com/customer-service/grievance-redressal

Customer service office address:

Customer service - Mumbai: HDFC Standard Life Insurance company ltd, 11^Th floor, Lodha excelus apollo mills Compund, N.M. Joshi road, Mahalaxmi, Mumbai - 400 011

Customer service - Chennai: HDFC Standard Life Insurance company ltd, 6^Th floor, RR tower iii, T.V.K. Industrial estate guindy, Chennai - 600 032

Escalation matrix:

In Case there is no response to a complaint within the prescribed timelines. Request you to address your communication to the below escalation levels:

• 1st level of escalation: Sr. Manager- customer relations (grievance) - 10 working days
• 2nd level of escalation (for response not received from level 1): vice president- customer relations (grievance)--7 working days
• The highest level of escalation that the customer can make is the insurance ombudsman.Idra grievance details:Email id: complaints@irda.gov.in
• Irda grievance call centre (igcc)Toll free no: 155255
• In case you are satisfied with the information provided by the insurance company or of there is no response from the insurance company then you may further contact the grievance redressal cell of the consumer affairs department of irda or the insurance ombudsman:

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/ Policy holder 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 is been provided in the policy documents.

The insured or policy holder 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 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 officer 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.