In case the policyholder has any grievance regarding services, products, or processes of IDBI Federal Life Insurance, s/he can contact the company's Grievance Redressal Cell through the details mentioned in this FAQ.

Complaints that require immediate reporting to the Compliance department are as follows:

A) Complaints on the conduct of the sales agent(s), broker(s), and other sales intermediaries such as:

• Misselling
• Misrepresentation
• Rebating
• Misappropriation of funds
• Fraud
• Forgery
• Lack of service
• Theft
• Commission schemes/sharing
• Fictitious policies

B) Employee fraud

C) Vendor fraud

D) Administration, control, coordination, and reporting of customer complaints received through regulatory agencies

E) Allegations of financial irregularities by any person who holds responsibilities within the company that involves money, credit, or any other property of the company or its client(s)

F) Any complaint where there is a stated or implied threat of litigation

G) Any other cases defined by Compliance from time to time

Registration of the complaints will be logged in by the following on behalf of the customers:

• Bancassurance channel partners
• Bancassurance salesforce branch operations
• Agents
• Corporate agencies and brokers
• Agency salesforce
• Direct salesforce

Step 1 -  Register a Complaint

The insured can register a complaint through any of the following modes:

Call: 1800-209-0502

Email ID: support@idbifederal.com

SMS: 'Support' to 5757515

Mailing Address: 
IDBI Federal Life Insurance Co Ltd,
Trade View, Oasis Complex,
Kamala City, P. B. Marg,
Lower Parel (West). 
Mumbai - 400 013.

Option to visit the nearest IDBI Federal Life Insurance Branch.

Step 2 - Escalate the Complaint to the Grievance Officer

In case the customer is not satisfied, they can communicate their complaints/grievances in the following manner:

• Send a letter at the Registered Office:
  Grievance OfficerIDBI Federal Life Insurance Co Ltd,
  Trade View, Oasis Complex,
  Kamala City, P. B. Marg,
  Lower Parel (West). 
  Mumbai - 400 013
• Send an email to grievance@idbifederal.com
• Call at 1800 209 0502 /1800 3070 1012
• Contact the local IDBI Federal Area Agency Head or Branch Manager (Zonal Head is the next level in escalation)

The Grievance Officer for the company would be the Chief Compliance Officer. The Branch Manager of the agency branch shall be the officer nominated for that branch office to receive the complaint/s on behalf of the company.

Resolution of Grievances

In case you have any queries related to your application/policy, write to support@idbifederal.com and the company shall send a written acknowledgment to the customer within 3 working days of the receipt of the grievance. The company shall resolve the grievance within 2 weeks of its receipt and send a final letter of resolution.

Step 3 - Escalate the Complaint to the Sr. Manager - Customer and Sales Support / Manager - IGMS 

If the company's response doesn't meet your expectations, you can write to:

Sr. Manager - Customer and Sales Support / Manager - IGMS and Complaints
IDBI Federal Life Insurance Co. Ltd.,
Trade View, Oasis Complex,
Kamala City, P. B. Marg,
Lower Parel (W),
Mumbai - 400 013

Step 4 - Escalate the Complaint to the Grievance Officer

If you are still not satisfied with the response from Sr. Manager - Customer and Sales Support or Manager - IGMS and Complaints, you may write to the Grievance Officer at the same address as given earlier. You may also use the email address grievance@idbifederal.com.

The helpline number for IDBI Federal is 1800 209 0502 (toll free).

The Customer Service Committee

The Customer Service Committee comprises members of the Senior Management of the IDBI Federal Life Insurance Co. Ltd. The Customer Service Committee acts as the Grievance Redressal Committee of the company.

Chairman: Chief Operating Officer

Members:

• Head – Legal, Secretarial, and Compliance
• National Head – Agency
• President – Bancassurance
• Vice President – Direct Marketing
• National Head – Marketing and Product
• Appointed Actuary

Secretary: Sr. Manager – Customer Service to act as a Secretary to the Committee.

• Each Member shall appoint a representative from his/her team who can attend the meetings on their behalf only in case of their absence from the place of such a meeting.
• The Committee shall consist of all such officers stated above. In case the Chairman is unable to attend the meeting, the members shall elect a Chairman amongst themselves.
• The Committee may invite any person to be in attendance to assist in its deliberations.
• The frequency of meetings shall be at least once a month.
• All the members and their representatives should be present to comprise a valid quorum.
• The Committee shall submit a report on its performance to the Policyholder Protection Committee of the Board at quarterly intervals.

Step 5 - Escalate the Complaint to IRDAI or the Insurance Ombudsman

IRDAI

In case you are not satisfied with the information provided by the insurance company or there is no response from the insurance company then s/he may further contact the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI or the Insurance Ombudsman:

IRDAI Grievance Call Centre (IGCC)
Toll-free Number: 155255
Email ID: complaints@irda.gov.in
Register your complaint online at http://igms.irda.gov.in

Mailing address to communicate for complaints by fax/letter:

Consumer Affairs Department
Insurance Regulatory and Development Authority of India
9th floor, United India Towers,
Basheerbagh,
Hyderabad - 500 029
Telangana

Fax No: 91- 40 - 6678 9768

The Insurance Ombudsman

In case the policyholder is not satisfied with the decision of the company, s/he can 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 are provided in the policy documents.

The policyholder may approach the Insurance Ombudsman if the grievance pertains to:

• Insurance claims that have been rejected or dispute of a claim on the legal construction of the policy
• Delay in settlement of the 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 the complainant.

The online address of the insurance ombudsman is 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 grievance redressal machinery of the insurer
• Within a period of one year from the date of rejection by the insurer
• If it is not simultaneously under any litigation

Process and Timeframe for Response

The process for handling the grievance will be as follows:

1. The company shall send a written acknowledgment to the customer within 3 working days of the receipt of the grievance.
2. The acknowledgment shall contain the name and designation of the officer who will deal with the grievance.
3. It shall also contain the details of the insurer’s grievance redressal procedure and the time taken for the resolution of disputes.
4. Where the company resolves the complaint within 3 days, it may communicate the resolution along with the acknowledgment.
5. Where the grievance is not resolved within 3 working days, the company shall resolve the grievance within 2 weeks of its receipt and send a final letter of resolution.
6. Where, within 2 weeks, the company sends the complainant a written response that offers redress or rejects the complaint and gives reasons for doing so, the company shall inform the complainant about how he or she may pursue the complaint, if dissatisfied.
7. The company shall inform that it will consider the complaint as closed if it does not receive a reply within 8 weeks from the date of receipt of the response by the insured or policyholder.
8. For each and every office of the company, a system of grievance registration and disposal is put in place.
9. The company has an escalation matrix in place to ensure that unresolved complaints and grievances are escalated to the next authority level.
10. If the customer service team is unable to resolve the grievance, the same will be escalated to the Chief Operating Officer / Grievance Officer at Head Office. If the COO or Grievance Officer is still unable to resolve the customer grievance, the same will again be escalated to the Grievance Redressal Committee.
11. The Grievance Redressal Committee consisting of the senior management members shall review and resolve the customer complaints escalated to it.
12. If the customer is unsatisfied with the company’s efforts to resolve the grievance, s/he may take the matter up with the Insurance Ombudsman within one year under the Redressal of Public Grievances Rules, 1998.
13. The company has nominated Manager - Complaints and IGMS to be the officer for implementation of all the necessary processes for complaint and grievance handling.