Icici prudential 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 icici prudential 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 litigation

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

If you have a grievance, please feel free to write to the insurance company as suggested below. You will receive a resolution within15 calendar daysOf receiving your communication.

• Call the customer service helpline number 1860 266 7766 or +91 22 6193 0777 (for contacting from outside india) or https://onlinelifeinsurance.iciciprulife.com/digital/ipru/grievanceredstep.Htm?execution=e4s1 for online submission.

• • Contact details: 1860 266 7766 (valid for calls made from india)
  • Outside india: +91 22 6193 0777
  • Call center timings: 10am to 7pm (monday to saturday, except national holidays.)
  • To know about the policies or any comments, queries or suggestions about the products & services please visit the website - https://www.iciciprulife.com/customer/webformnsecure12.Jsp
  • Nri customers - please click on: https://www.iciciprulife.com/customer/webformnsecure12.Jsp
  • To ensure that you are receiving emails from icici prudential life insurance, kindly whitelist Lifeline@iciciprulife.com or Eliteservice@iciciprulife.com
  • Group customers: Grouplife@iciciprulife.com
  • Existing customers: Lifeline@iciciprulife.com
  • Email id reg: sms 'ereg' to 56767
  • Registered office: icici prudential life insurance co. Ltd.
  • Icici pru life tower, 1089 appasahebmarathe marg, prabhadevi, mumbai 400 025
  • Telephone: 4039 1600

• You can also visit the nearest Icici prudential life insurance branch.

Escalation mechanism: if the resolution you receive does not meet your expectations, you may escalate your grievance at the levels mentioned below. As prescribed by the regulator, you will receive a resolution within15 calendar daysOf receiving your communication.

• Please write to the grievance redressal officer, ms ashwini bondale (associate vice president-customer service) at gro@iciciprulife.com or byClicking here.
• Please write to the senior grievance redressal officer, mr. Deepak kinger(compliance officer) at smgro@iciciprulife.com or byClicking here.
• Please write to the grievance redressal committee byClicking here.

Alternatively, you may also highlight your grievance by writing to the insurance company at - icici pru life towers, 1089 appasahebmarathe marg, prabhadevi, mumbai 400025

If you are not satisfied with the resolution or do not receive a resolution from us within 15 days, you may approach the grievance cell of the insurance regulatory and development authority (irda) on the following contact 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/ 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 have 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 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.