IndiaFirst 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.

Complaints that would Requireimmediate 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

Any other matter as may be defined by compliance from time to time.The company's service strategy is to enable the customer to avail the services through multiple avenues. The avenues available to the customer are:

 

Step1:

1. Contact at the  IndiaFirst Life Insurance Company Ltd. Office - 301, 'B' wing, The qube, Infinity park, Dindoshi - Film city road, Malad (East), Mumbai - 400 097
2. Contact at the board no: +91 22 3941 8700
3. Fax - +91 22 3325 9500
4. Customer care (toll free) - 1800 209 8700 (Monday to Saturday between 8am to 8pm)
5. Email id: Customer.First@indiafirstlife.com

 

Step 2

In case you are not satisfied with the solution provided or have not received any response within 14 days, you may contact the grievance redressal officer at the above address itself or email at Grievance.Redressal@indiafirstlife.com

Time taken: a written communication giving reasons of either redressing or rejecting the grievance will be sent within 4 to14 days of receipt of the grievance.

An acknowledgement to all complaints received will be sent within 3 working days of receipt of the complaint/ grievance.

A complaint/ grievance will be treated as closed only in a scenario where the complainant does not revert within 56 days from the date of receipt of the communication.

Closure of complaint/ grievance:

• A complaint will be treated as 'closed' once the company has provided a resolution in line with the customers requirement or
• Once the customer expresses receipt and satisfaction over the resolution provided or
• Where the complainant does not revert within 56 days from the date of receipt of the communication or
• Where the grievance redressal officer has certified that the company has discharged its contractual, statutory and regulatory obligations and, therefore, closes the complaint.

Categorization of complaints/ grievances

The complaints are then categorized based on the departments to which they relate to

Proposal processing including refunds - proposal (nb) related issues (from receipt of proposal unit results In to policy) including refunds.

Policy servicing delays/ denials - policy servicing issues related to service/ delays excluding surrender value, survival benefits, maturity claims and death claims

Survival claims - survival benefit claims/ maturity claims/ surrender value payment & connected issues including (pension) annuity payments

Death claims - death claims & connected issues

Insurers' unfair business practices/ mis sale/ Mis representation/ tampering records/ forging signature, etc

Unit linked policies - complaints regarding charges, improper allocations of units, nav related complaints switching and partial withdrawals.

Others - other issues not covered under headings

 

Step3:

In Case the insured/ policyholder is not satisfied with revert or has not received any response from the insurance company, can contact irda or ombudsman for further clarification about the complaints/ grievance.

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 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.