LIC of India 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 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:

Grievance redressal officers: grievance redressal officers have been designated at all levels of the organisation :

At the branch level: The Sr./Branch manager Click here for the list

At the divisional level: Manager, CRM Click here for the list

At the zonal level: The Regional Manager CRM Click here for the list

At the central level: The Executive Director CRM/Chief (CRM) Click here for the list

For p&gs policies: The regional manager (pension and group schemes) in case of p&gs. Policyholders can personally contact these designated officials and seek redressal of their grievances. The respective grievance redressal officers are available at their offices for personal interviews with the customers on all mondays between 2.30 p.m. To 4.30 p.m., except on holidays without prior appointment. Customers can meet the grievance redressal officers on other days also with prior appointment. The names of the grievance redressal officers are displayed in the respective offices and are periodically published in the local newspapers.

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 officer 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.