Grievance Redressal Policy and Mechanism

At Edelweiss Life Insurance, we are committed to delivering fair, transparent, and timely service to all our policyholders. Our Grievance Redressal Policy, as approved by the Board under the Policy for Protection of Policyholders’ Interests, lays out a structured process for resolving customer grievances and enhancing service experience.
 

Objective

To ensure policyholders:

● Are treated fairly and with respect at all times

● Have clear access to escalation channels and grievance redressal avenues

● Receive timely resolution of their concerns in line with regulatory guidelines
 

Grievance Redressal Touchpoints

Customers can register a grievance through any of the following:

● Toll-Free: 1-800-2121-212 (Mon–Sat, 10 AM–7 PM)

● Email: [email protected] / [email protected]

● Postal Address:
   Customer Care, Edelweiss Life Insurance Company Ltd,
   6th Floor, Tower 3, Wing B, Kohinoor City, Kirol Road,
   Kurla (W), Mumbai – 400070

● Online: https://www.edelweisslife.in/contact-us

● Visit any of our branches: https://www.edelweisslife.in/contact-us

 

Grievance Redressal Officer (GRO)

● Name: Mr. Alok Ranjan Singh

● Phone: +91-22-71013322 (Mon–Fri, 10 AM–7 PM)

● Email: [email protected]
   Branch Heads are also designated as GROs at respective branch offices.

 

Grievance Redressal Process 

● Every complaint is assigned a unique complaint number
● Acknowledgement is sent immediately
● A final resolution is provided within 14 days of receipt
●A complaint is treated as closed when:
    -The request is fully resolved in favour of the complainant
    -The customer confirms acceptance in writing
    -No response is received within 8 weeks of the final reply from the Company
 

Escalation to IRDAI and Insurance Ombudsman

If you are not satisfied with the resolution or if your complaint remains unresolved, you may escalate to:

IRDAI Grievance Redressal Cell

● Toll-Free: 155255 / 1800-425-4732

● Email: [email protected]

● Online: https://bimabharosa.irdai.gov.in

● Postal:
    Consumer Affairs Department,
    IRDAI, Sy. No. 115/1, Financial District,
    Nanakramguda, Hyderabad – 500032, Telangana
 

Insurance Ombudsman

At any point of time, if the resolution does not meet your expectation or if you have not received any reply within a period of one month from the date of receipt of complaint by the Company, you may approach the Insurance Ombudsman for redressal as per Rule 13 and 14 of the Insurance Ombudsman Rules, 2017 (‘Insurance Ombudsman Rules’). 
 

Powers of Insurance Ombudsman under Rule 13 of the Insurance Ombudsman Rules

The Ombudsman shall receive and consider the following complaints or disputes relating to;
a. delay in settlement of claims, beyond the time specified in the regulations, framed under Insurance Regulatory and Development Authority of India Act, 1999;
b. any partial or total repudiation of claims by the Company;
c. disputes over premium paid or payable in terms of insurance policy;
d. misrepresentation of policy terms and conditions at any time in the Policy Document or policy contract;
e.  legal construction of insurance policies in so far as the dispute relates to claim;
f. policy servicing related grievances against the Company and their agents and intermediaries;
g. issuance of life insurance policy including health insurance policy which is not in conformity with the Proposal Form submitted by the proposer.
h. non-issuance of insurance policy after receipt of premium in life insurance including health insurance; and
i. any other matter resulting from the violation of provisions of the Insurance Act, 1938 as amended from time to time or the regulations, circulars, guidelines, or instructions issued by the IRDAI from time to time or the terms and conditions of the policy contract, in so far as they relate to issues mentioned at clauses (a) to (f) as mentioned above.

 

Manner in which complaint is to be made in accordance with Rule 14 of the Insurance Ombudsman Rules:
1. Any person who has a grievance against the Insurer/Company/Us, may himself or through his legal heirs make a complaint in writing to the Ombudsman within whose territorial jurisdiction the branch or office of the Company, complaint against or the residential address or place of residence of the complainant is located. 
 
2. The complaint shall be in writing duly signed by the complainant or through his legal heirs, Nominee or assignee and shall state clearly the name and address of the complainant, the name of the branch or office of the insurer against which the complaint is made, the fact giving rise to complaint, supported by documents, the nature and extent of the loss caused to the complainant and the relief sought from the Ombudsman.
 
3.  No complaint to the Insurance Ombudsman shall lie unless:
(a) the complainant makes a written representation to the Company named in the complaint and—
         i.  either the Company had rejected the complaint; or
         ii.  the complainant had not received any reply within a period of one month after the Company received the complainant’s representation; or
         iii. the complainant is not satisfied with the reply given to him by the Company.
(b) The complaint is made within one year—
         i. after the order of the Company rejecting the representation is received; or 
         ii. after receipt of a decision of the Company which is not to the satisfaction of the complainant.
        iii. after the expiry of a period of one month from the date of sending the written representation to the Company if the Company named in the complaint fails to furnish a reply to the complainant.
 
4. The Insurance Ombudsman shall be empowered to condone the delay in filing a complaint as mentioned above under (3) (b), as he may consider necessary, after calling for objections of the Company against the proposed condonation and after recording reasons for condoning the delay and in case the delay is condoned, the date of condonation of delay shall be deemed to be the date of filing of the complaint, for further proceedings under the Insurance Ombudsman Rules.
 
5.  No complaint before the Insurance Ombudsman shall be maintainable on the same subject matter on which proceedings are pending before or disposed of by any court or consumer forum or arbitrator.
 
You may refer to the list of Ombudsman with their addresses on http://cioins.co.in/ombudsman.html