SBI General Insurance company has the responsibility to put in place proper procedures and effective mechanisms to address complaints and grievances of policyholders including mis-selling by different intermediaries and to ensure compliance with the statutory requirements.

Complaints about the Sales conduct of agents, brokers, and other sales intermediaries. These complaints could be regarding any of the following:

• Mis-selling
• Mis-representation
• Rebating
• Misappropriation of funds
• Fraud
• Forgery
• Lack of service
• Theft
• Commission schemes/sharing
• Fictitious policies

Step 1

The insured can register a complaint through the following modes:

• Customer Support: 1800 22 1111 | 1800 102 1111 (Monday to Saturday | 8 AM to 8 PM)
• Fax: 1800 22 7244 | 1800 102 7244
• Email ID: customer.care@sbigeneral.in
• Visit any of SBI General Insurance branches

If you do not hear from the insurance company within 72 working hours or are not happy with the resolution provided, please follow step 2.

Step 2

If you are not satisfied with the resolution provided or in case there has been no response received, email across your concerns to Head – Customer Care at head.customercare@sbigeneral.in.

Step 3

If you are dissatisfied with the resolution provided in the steps mentioned earlier, you may send your appeal addressed to the Chairman of the Grievance Redressal Committee. The Committee will look into the appeal and decide the same expeditiously on merits.

You can write to Head – Compliance, Legal, and CS at gro@sbigeneral.in.

Step 4

In case you are not satisfied with the information provided by the insurance company or if there is no response from the insurance company, then you may further contact the Grievance Redressal Cell of the Consumer Affairs Department of IRDA or the Insurance Ombudsman.

IRDA Grievance Details

• IRDA Grievance toll-free number: 155255
• Fax number : 91 40 6678 9768
• Email ID: complaints@irda.gov.in
• You can also register your complaint online at http://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,
  Hyderguda, Basheerbagh,
  Hyderabad – 500 029
  Telangana

In the unlikely event that the policyholder is not happy with the resolution provided by the company, they may approach the Insurance Ombudsman located in their region. 

Details related to insurance ombudsman has been provided in the policy documents.

The insured/policyholder may approach the Insurance Ombudsman if the grievance pertains to:

• Insurance claims that have been rejected or any dispute on the legal construction of the policy
• Delay in settlement of claims
• Dispute concerning the premiums
• Non-receipt of the insurance documents

The complaint should be made in writing and be duly signed by the complainant or his/her legal heirs with full details of the complaint and the contact information of the complainant.

The address of the Insurance Ombudsman may be obtained online at 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 one year from the date of rejection of the insurer
• If it is not simultaneously under any litigation