Liberty videocon 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:

Contact details:

Email id: care@libertyvideocon.com

Toll free number: 1800-266-5844 (8:00 am to 8:00 pm, 7 days of the week)

You can also mail your query, complaint to:

Liberty videocon general insurance company ltd.

10th floor, tower a, peninsula business park, ganpatrao kadam marg, lower parel, mumbai- 400013

Boardline - 022 6700 1313, fax- 022 6700 1606

Process:

The complaint & grievance team will be responsible for handling, management and redressal of all customer complaints received by the company. Any complaint received by the company in any mode (including letters, phone calls, e-mails etc.) shall be referred to this team within 24 hours from the time of the receipt of the complaint. This team shall follow the below procedure/s for resolving the complaint.

Intimation of complaint:

On receipt of a complaint the complaints & grievance team shall take the following steps:

A written acknowledgement shall be sent to the complainant within three (3) working days, from the date of receipt of any complaint/grievance.

Where the company resolves the grievance /complaint within 3 days, this team shall communicate the resolution along with the acknowledgement.

The acknowledgement shall mention the unique reference number recorded in the system, grievance redressal procedure and the time limit for resolution of the same.

Complaint resolution

The company shall endeavor to resolve the complaint/grievance within two (2) weeks, from the date of receipt of the complaint/grievance. The grievance team shall communicate the company's decision, details of the resolution offered or reasons of rejection and the further process if the customer is not happy with the resolution.

After this, if there is no revert from the complainant within 8 weeks then the company would treat the complaint as closed.

Customer escalation

In case the customer is not satisfied with the response / resolution given / offered by the complaints & grievance team, then the customer can write to the grievance redressal officer of the company at the following address:

Grievance redressal officer liberty videocon general insurance company limited.

10th floor, tower a

Peninsula business park,

Ganpatrao kadam marg,

Lower parel, mumbai - 400013

Email - gro@libertyvideocon.com

Contact no: 022-67001313

In Case of no revert or the insured is not satisfied with the reply, he/she has right to approach other forums such as irda or Insurance ombudsman, consumer court, court of law.

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/ 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