Icici lombard 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:

Step 1:

Call at the Toll free number at 1800 2666

You can write to the insurance company at:

Customer support, icici lombard general insurance co. Ltd.

401-402, interface bldg. No. 11, link road, malad west, mumbai - 400 064

Email the service request at - customer Support@icicilombard.com

Customer also has the option to visit the nearest Icici lombard branchFor further information.

Customer can also register their complaints at https://app4.Icicilombard.com/ucvselfhelp/(s(gjbbq0wqt1v3xsvcj5jautb4))/Ucvwebappln/index.aspx

Step 2:

If the resolution provided does not meet your expectations, please send an email to deepa r - manager - service quality

Link - https://www.Icicilombard.com/content/ilom-en/servicecouncil/sc_captcha.Asp?stepno=2

Step 3:

If the customer is still not satisfied with the resolution provided, please email your concerns to ms. Vasundhara b, vice president - service quality

Link: https://www.Icicilombard.com/content/ilom-en/servicecouncil/sc_captcha.Asp?stepno=3

Step 4:

If after following escalation level 1, 2 & 3 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 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 contract 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

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.