In case the policyholder has any grievance regarding services, products, or processes of Kotak 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 pertaining to the Sales conduct of agents, brokers, and other intermediaries. These include complaints such as:

• Mis-selling
• 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 has a responsibility within the company and that involve money, credit, or any other property of the company or its client.

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

G) Any other matter as may be defined by Compliance from time to time.

Step 1 -  Register a Complaint

The policyholder can register his/her complaint(s) through the following mode(s):

Website: http://insurance.kotak.com, where it explains the grievance handling the procedure in detail.

Client Service Desk: Kotak Mahindra Life Insurance Company Ltd.
7th floor, Building No. 21, Kotak Towers,
Infinity Park, Off Western Express Highway,
General A. K. Vaidya Marg,
Malad East,
Mumbai - 400 097

Email ID: clientservicedesk@kotak.com

Call Centre: 1-800-209-800 – 8 am to 10 pm (Monday to Saturday)

Option to visit the nearest Kotak Life Insurance branches 

Step 2 - Escalation of the Complaint

If the policyholder is not satisfied with the response that s/he has received from the access channels, then the escalation of the complaint can be done to the following senior office bearers at Kotak Life Insurance:

Complaint Management Cell:
Email ID: client services@kotak.com
Phone Number: 1-800-209-8800

Chief Grievance Officer:
Phone Number: 022-66-215-865

Senior Vice President Operations and Service Head:
Phone Number: 022-66-215-103

Customer Service Head:
Phone Number: 022-66-215-103

Step 3 - Escalate the Complaint to Complaint Management Cell 

For grievance, it is recommended to write to the company's dedicated Complaint Management Cell at clientservicedesk@kotak.com. Their team will revert back within 2 business days. In case the policyholder is still not satisfied with the information provided by the insurance company or if there is no response from the insurance company, then s/he may further contact the Grievance Redressal Officer of the nearby area or at the head office.

Step 4 - 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