Oriental 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:

Call the toll free helpline number- 1800-11-8485 or 011- 33208485 (normal charges apply)

Send email to Csd@orientalinsurance.Co.in

You can even write to:

Mr. S Gopakumar, General manager,

Customer service department, Oriental house, A-25/27, Asaf ali road, New delhi-110002.

For complaints/grievance related to online insurance policy:
Portal.Support@orientalinsurance.Co.in

The company has a well laid down grievance procedure in place and all the branches are instructed to handle grievances with great sympathy.

If a customer is aggrieved by the decisions or delay, he can approach the next higher office, which is the countryoffice at the branch office (BO) level. The Officer in-charge is required to attend to customer grievances within a week of receipt of the grievances.

When the grievances are reported to country office/ head office, an acknowledgement For receipt of the grievance intimation is issued immediately on receipt of the grievance/ complaint intimation. Necessary details are collected from the bo within a fortnight. The country office processes the information collected independently and makes an effort to addresses the customer's grievance in an expeditious manner.

Customers who are not convinced by the internal grievance handling, have recourse to insurance regulator having jurisdiction over insurance related grievances. A formal complaint can be lodged with the Beema Samitti.

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.

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