In case the insured/policyholder has any grievance regarding services, products, or processes of AIC – Agriculture Insurance Company of India, they may approach the grievance redressal cell. This detailed FAQ will mention all the steps involved as well as the contact details.

Complaints that would require immediate reporting to the Compliance Department include complaints pertaining to 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
• Employee fraud
• Vendor fraud
• Administration, control, coordination, and reporting of customer complaints received through regulatory agencies.
• Allegations of financial irregularities by any person who has a responsibility within the company and that involve money, credit, or any other property of the company or its clients
• Any complaint where there is a stated or implied threat of litigation
• 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:

• Post:
  Registered Office
  13th Floor, Ambadeep Bldg,
  14, Kasturba Gandhi Marg,
  New Delhi – 110 001
  Telephone: (+91 11) 46869800
  Fax No.: (+91 11) 46869815
• Email ID: aicho@aicofindia.com
• Complaints Registry: http://grs.Aicofindia.com:7003/iims/

List of GROs:

Upon receipt of the grievance, the GRO shall enter the details thereof in the Grievance Redressal Register (GRR).

Within 3 working days of the receipt of the grievance, an acknowledgement shall be sent by the GRO to the complainant, containing details of the GRO (name, designation, and contact details), grievance (reference no. and remarks, if any), and redressal (set up and procedure, estimated redressal time, and final redressal details).

If the grievance has not been redressed within 3 working days from the receipt, the company is expected to resolve the grievance within 2 weeks from the receipt of the complaint and send a final letter of redressal.

If the grievance is redressed within 2 weeks of its receipt, the GRO shall send a written response to the complainant, which offers redress or rejects the complaint and gives a reason/s for doing so.

The company shall also inform that it will consider the complaint closed if it does not receive a reply within 8 weeks from the date of receipt of response by the complainant.

If the grievance has still not been redressed at the level of the GRO by the end of 2 weeks, the complainant can escalate the matter to appeal before the CGRO by following these details:

A grievance shall be considered as disposed of and closed when:

• The company has acceded to the request to the complaint fully
• Where the complainant has indicated in writing, the acceptance of the response of the company
• Where the complainant has not responded within 8 weeks of the company's written response
• Where the GRO has certified that the company has discharged its contractual, statutory, and regulatory obligations and therefore closes the complaint
• Where the complainant has not preferred any appeal within 4 (four weeks) from the date of receipt of redressal or rejection of grievance communicated by the company
• Where the appeal decision has been communicated to the complainant by the CGRO

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. Some relevant information:

• The office of the Insurance Ombudsman has been established by the Government for the redressal of any grievance in respect of life insurance policies.
• In case the insured/policyholder is not satisfied with the 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 the Insurance Ombudsman have 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 a period of one year from the date of rejection of the insurer
• If it is not simultaneously under any litigation