We request our customers to kindly follow the escalation mechanism in case of non receipt of the response from the concerned persons mentioned below:
Step 1: If the response you receive from us does not meet your expectations you can write to:
Reema Bhasker, Manager – Customer & Sales Support
IDBI Federal Life Insurance Co Ltd, Trade view, Oasis complex, Kamala City, P. B. Marg, Lower Parel (West) Mumbai - 400 013.
She will contact you within 10 days
Step 2: If you are still not satisfied with the response from Manager – Customer & Sales Support or have not received any response within 10 days, you may contact:
AVP - Customer Service and Policy Servicing
IDBI Federal Life Insurance Co Ltd, Trade view, Oasis complex, Kamala City, P. B. Marg, Lower Parel (West) Mumbai - 400 013.
Step 3: If you are still not satisfied with the response from AVP – Customer Service & Policy Servicing or have not received any response within 10 days, you may contact:
VP – Operations
IDBI Federal Life Insurance Co Ltd, Trade view, Oasis complex, Kamala City, P. B. Marg, Lower Parel (West) Mumbai - 400 013.
Step 4: If you are still not satisfied with the response from VP – Operations or have not received any response within 10 days, you may contact:
Greivance Redressal Officer
IDBI Federal Life Insurance Co Ltd, Trade view, Oasis complex, Kamala City, P. B. Marg, Lower Parel (West) Mumbai - 400 013.
The Grievance Redressal Committee consisting of the Senior Management Members shall review and resolve the customer complaints escalated to it.
Step 5: If the customer is unsatisfied with the company’s efforts to resolve the grievance, he may take the matter up with the Insurance Ombudsman within one year under the Redressal of Public Grievances Rules, 1998, if it pertains to:
Insurance claim 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 document
Please click here for Integrated Grievance Management System Guide
The complaint should be made in writing duly signed by the policyholder or by his/her legal heirs (in case of death of the policyholder) with full details of the complaint and the contact details 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 by the insurer
- If it is not simultaneously under any other litigation