Royal sundaram 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:

Tel: +91 44 7117 7117/ fax: +91 44 7113 7114

Customer care toll free no: 1860 425 0000 (24x7)

Email: Customer.Services@royalsundaram.in

Customers can also contact the nearest royal sundaram branch

Register your complaint: http://www.Royalsundaram.in/app/customer-grievance.aspx

Royal sundaram alliance insurance co.Ltd vishranthimelaram towers no.2/319, rajiv gandhi salai (omr) karapakkam, chennai - 600097 call at: 1860 425 0000 after investigating the matter internally, the insurance company will send a response within a period of 10 days. In case the resolution is likely to take longer time, the insurer will inform you of the same through an interim reply.

The grievance redressal unit

In case the response provided does not meet your expectation or have not received any response within 15 days, you may write toGrievance.Redressal@royalsundaram.inOrRegister a complaintTo submit the grievance online.

In case the customer is not satisfied with the response received from the insurance company or if they have not received any response you may contact irda (insurance regulatory development authority) or insurance ombudsman for further resolution.

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/ policyholder 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 has been provided in the policy documents.

The insured or policyholder 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

Objective of the grievance redressal:

The objectives of the grievance redressal policy are:

1. To develop an organizational framework to promptly address and resolve customer grievances fairly and equitably
2. To provide enhanced level of customer satisfaction
3. To provide easy accessibility to the customer for an immediate grievance redressal
4. To educate the customers about their responsibilities to access benefits due under the policies
5. To ensure that the customers are treated fairly at all times
6. To identify systemic flaws in the operational functions of the organization and products suggesting corrective measures
7. To put in place a monitoring mechanism to oversee the functioning of the grievance redressal policy.