SBI 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 that would require immediate reporting to the compliance are as follows:

1. 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

2. Employee fraud

3. Vendor fraud

4. Administration, control, co-ordination and reporting of customer complaints received through regulatory agencies.

5. Allegations of financial irregularities by any person who has a responsibility within the company and that involves money, credit or any other property of the company or its client.

6. Any complaint where there is a stated or implied threat of litigation

7. 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. The avenues available to the customer are:

Step 1:

Write to: corporate address: sbi life insurance co. Ltd

"Natraj", MV Road & Western express highway junction, Andheri East, Mumbai - 400 069

Corporate office: Telephone no.: 022 6191 0000

Write to: Client relationship - SBI Life Insurance Company Ltd., Central processing centre, Kapasbhavan, Sector - 10, CBD Belapur, Navi mumbai - 400 614

Call: Toll free numbers: 1800 22 9090 (customer service timings: 9am to 9pm, seven days a week)

Email at - info@sbilife.co.in

Contact at the Nearest sbi life insurance branch or regional customer service desk.

Customer can also register the complaint online at - https://www.sbilife.co.in/en/feedback

Response will be received within 15days from the receipt of the complaint/grievance.

Step 2:

If the resolution you received does not meet your expectations, please write to thegrievance redressal office, head - client relationship at the address mentioned below:

SBI Life Insurance Company Ltd., Central processing centre, Kapasbhavan, Sector - 10, CBD Belapur, Navi mumbai - 400 614

Telephone no: 022 6645 6241

Email at: hcr@sbilife.co.in

Customer will receive Response within 15 days.

Step 3:

In case you are not satisfied with the decision/ resolution of the company you may approach the insurance ombudsman/ irda for redressal of the grievance/ complaint.

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 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, 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 have 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 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.