In case the policyholder has any grievance regarding services, product, or process of Max Life Insurance, they may approach the Grievance Redressal Cell through the mentioned contact points.

Complaints pertaining to the conduct of the sales agents, brokers and other sales intermediaries such as:-

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.

The company's service strategy is to enable the customer to avail the services through multiple avenues. There are several avenues available to the customer. 

Regular access channels in case the policyholder/insured has any complaints are:

• Call: 1800-200-5577
• Company Website: www.Maxlifeinsurance.com
• Email ID: service.helpdesk@maxlifeinsurance.com
• Customers Portal: http://customerlogin.Maxlifeinsurance.com
• Mailing Address: Corporate Office: 
  Max Life Insurance Co. Ltd.,
  3rd, 11th, and 12th Floor, DLF Square Building,
  Jacaranda Marg, DLF City Phase II,
  Gurugram (Haryana) - 122002. 
• The customer can contact the Service Executive or write to the Grievance Officer at the company's branch offices, explaining the details of the issue concerned.

Process of Escalation

Max Life's Insurance Grievance Redressal policy follows the following definitions:

Step 1: Escalation, if the query is not resolved within 7 days.

If the customer has not received a satisfactory response from the regular channels (mentioned earlier), then s/he can escalate to manager.services@maxlifeinsurance.com or call at the toll-free number 1800 200 5577

The response timeline is 1 working day.

Step 2: Escalation to a Grievance Redressal Officer:

The company has appointed a Grievance Redressal Officer to examine the customer's issue(s) and provide an impartial solution. If the policyholder is not happy with the solution provided by the earlier-mentioned authority then s/he can escalate the complaint to the Corporate Vice President - Customer Service and Policy Owner Services by writing at care@maxlifeinsruance.com

Mention the Query Reference Number assigned for speedy resolution.

Step 3: In case the policyholder is not satisfied with the decision of the earlier mentioned escalation authority, they can contact the Insurance Ombudsman or IRDAI.

IRDAI’s Contact Details for Grievance(s):

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

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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