TATA AIA Life 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.

The complaints are categorized based on the departments to which they relate to:

• Proposal Processing – Includes refund- and proposal-related issues
• Policy Servicing Delays/Denials – Policy-servicing issues related to service/delays, excluding surrender value, survival benefits, maturity claims, and death claims
• Survival Claims – Survival benefit claims, maturity claims, surrender value payment, and connected issues, including (pension) annuity payments
• Death Claims – Death claims and connected issues
• Unfair Business Practices – Insurers' unfair business practices, mis-selling, misrepresentation, tampering records, forging signatures, and so on
• Unit-linked Policies – Complaints regarding charges, improper allocations of units, NAV-related complaints, switching, and partial withdrawals
• Others – Miscellaneous issues not covered under these headings

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

In case the insurance/policyholder has any grievance regarding services, products, or processes of TATA AIA Life Insurance, they may approach the Grievance Redressal Cell at the touch-points mentioned here.

• Customer Service: 1800 267 9966 | 1860 266 9966
• Email ID: life.complaints@tataaia.com
• Website: www.tataaia.com
• SMS SERVICE to 58888
• Post:
  TATA AIA Life Insurance
  Grievance Redressal Department,
  B Wing, 9th Floor, I-Think Techno Campus,
  Behind TCS, Pokhran Road No. 2,
  Close to Eastern Express Highway,
  Thane (West), Mumbai – 400 607

The insurance company shall acknowledge customers' grievances within 3 business days by providing the customer with the name and contact number of the Grievance Redressal Executive who is responsible for handling the customer's grievance.

The insurance company shall provide the customer with an equitable resolution within 2 weeks of receipt of the grievance.

In case the customer wishes to contact the insurer during the assessment, he/she can contact any of the aforementioned touch-points in this regard.

All TATA AIA Life branches have a Grievance Redressal Officer who can be contacted for any support during the grievance-redressal process.

Escalation Mechanism

In case the customer is not satisfied with the decision of the touch-points mentioned earlier or have not received any response within two weeks, they may contact the following officials for resolution:

Level 1

Head – Customer Service
TATA AIA Life Insurance
B Wing, 9th Floor, I-Think Techno Campus,
Behind TCS, Pokhran Road No.2,
Close to Eastern Express Highway,
Thane (West), Mumbai – 400 607
Email ID: head.customerservice@tataaia.com

They shall respond to the customer within 7 business days.

Level 2

SVP and Head of Operations [Grievance Redressal Officer (GRO)]
TATA AIA Life Insurance
B Wing, 9th Floor, I-Think Techno Campus,
Behind TCS, Pokhran Road No.2,
Close to Eastern Express Highway,
Thane (West), Mumbai – 400 607

They shall respond to the customer within 7 business days.

Level 3

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 IRDAI or the Insurance Ombudsman

IRDAI Grievance Details

• IRDAI 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 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/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 with regard to 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