Kotak Mahindra 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

You may contact any of our grievance redressal officers listed below.

If you are not satisfied with the resolution provided then you can send your concerns to the following channels in the order mentioned below.

The insurance company will acknowledge the receipt of your concerns and respond to you upon completion of Investigation. Please provide your complete contact details along with the policy details for the company to get in touch with you.

Step 1- call 1800 266 4545 or write to customer care officer at care@kotak.com.

Step 2- write to grievance officer at Grievanceofficer@kotak.com. After examining the matter, Final response will be conveyed within a period of 15 days from the date of receipt of your complaint.

Step 3- if the resolution you received does not meet your expectations, you may escalate to senior grievance officer at Seniorgrievanceofficer@kotak.com.

Step 4- if you are still not satisfied with the resolution provided, you may escalate to chief grievance officer at Chiefgrievanceofficer@kotak.com

If after having followed steps 1, 2, 3 and 4 your issue remains unresolved, you may approach the insurance ombudsman for redressal.

The details of insurance ombudsman are also available on the website of governing body of insurance council (www.Gbic.Co.in) and with the grievance officer (location manager).

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.

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.