Customer Service Grievance Redressal

Grievance Redressal Policy of Tata AIA Life Insurance Co. Ltd.


We are committed to accomplish the below mentioned objectives under the Grievance Redressal Policy

  • All aggrieved policyholders are treated fairly at all times.
  • All grievances raised by policyholders are dealt courteously, accurately and are resolved in a timely manner to their satisfaction
  • Policyholders are made aware of their rights to enable them opt for alternative remedies, in the event of their being not satisfied with the Company’s response or resolution to the complaint

The Policy shall cover the complaints/grievances received from individual customers, channel partners, agents, corporate agents and other sources relating to issuance, servicing, claims and other issues pertaining to insurance policies. The Policy specifically excludes Inquiries or Requests.

Definition of a Grievance/Complaint

A "Grievance/Complaint" is defined as any communication that expresses dissatisfaction about an action or lack of action, about the standard of service/deficiency of service of an insurance company and/or any intermediary or asks for remedial action.

Classification of Customer Interaction

All Complaints/Grievances shall be classified in accordance with the guidelines provided by the Insurance Regulatory and Development Authority (IRDA). A classification scheme is introduced covering all the categories prescribed by the guidelines. The Turn Around Time (TAT) for each classification is also formalized as per the guidelines provided by the Authority vide IRDA circular 3/CA/GRV/YPB/10-11 issued in July 2010.

The broad classification of the categories as per the above circular is mentioned below.

  • Proposal Processing Including Refunds: Proposal (New Business) Related issues (from receipt of proposal until results in to policy) including Refunds
  • Policy Servicing Delays / Denials: Policy Servicing issues related to service / delays excluding Surrender Value, Survival Benefit, 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 & Connected Issues.
  • Insurers' Unfair Business Practices / Mis sales / Mis representation / Tampering Records / Forging Signature, etc
  • Unit Linked Policies: Complaints regarding Charges, Improper Allocation of Units, NAV Related Complaints Switching and Partial Withdrawals
  • Others: Other Issues not covered under the above headings
Grievance Procedure

Customers shall register their grievances through multiple service avenues

  • Call our helpline number at 1-860-266-9966 (Local Charges Apply)
  • Email us at
  • Login to online policy account on
  • SMS SERVICE to 58888 to receive a call back from our Customer Service Representative
  • Visit any of the nearest Tata AIA Life branches or CAMS Customer Service Center
  • Call on the IRDA call center toll free number 155255 or email at
  • Log on to IGMS site
  • Contact your Tata AIA Life agent / distributor
  • Write to us on the following address:

Grievance Redressal Department
Tata AIA Life Insurance Company Limited,
B- Wing, 9th Floor,
I-Think Techno Campus, Behind TCS,
Pokhran Road No.2, Close to Eastern Express Highway,
Thane (West) – 400 607

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

We shall provide the customer with an equitable resolution within 2 weeks of receipt of the grievance.

In case the customer wishes to contact us during the course of our assessment, he can contact any of the above mentioned 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 customers are not satisfied with the decision of the above offices, or have not received any response within 2 weeks, they may contact the following officials for resolution:

1st level of Escalation: Sr. Manager - Customer Service
2nd level of Escalation: Head - Customer Service
3rd level of Escalation: Grievance Redressal Officer(GRO)
For escalations, customers can email to or write to

Tata AIA Life Insurance Company Limited,
B-Wing, 9th Floor,
I-Think Techno Campus, Behind TCS,
Pokhran Road No.2, Close to Eastern Express Highway,
Thane (West) – 400 607

We request our customers to follow the escalation mechanism in case of non receipt of response or unsatisfactory response from the concerned persons mentioned above.

If customer is not satisfied with the response or do not receive a response from us within 15 days, customer may approach the Grievance Cell of the Insurance Regulatory and Development Authority of India (IRDAI) on the following contact details IRDAI Grievance Call Centre (IGCC) TOLL FREE NO:155255 Email ID:

You can also register your complaint online at
Address for communication for complaints by fax/paper:
Consumer Affairs Department
Insurance Regulatory and Development Authority of India
9th floor, United India Towers, Basheerbagh
Hyderabad – 500 029, Andhra Pradesh
Fax No: 91- 40 – 6678 9768.

In case, the customer is still not satisfied with the decision from the above, they can contact the Insurance Ombudsman.

Customers may represent the case to the Ombudsman for Redressal of their grievance, if it pertains to any of the following:

  • 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

The complaint should be made in writing duly signed by the complainant or by his legal heirs with full detail 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 by the insurer
  • If it is not simultaneously under any litigation
Closure/Disposal of Complaint

Complaint shall be considered as closed if any of the below mentioned scenarios are met

  • Company has acceded to the request of the complainant fully
  • Complainant has indicated in writing, acceptance of the response of the insurer
  • If no reply is received from the customer within 8 weeks of response then the Complaint will be disposed as per the disposal guidelines laid down by the Authority.
  • Grievance Redressal Office (GRO) has certified that the Company has discharged its contractual, tatutory and regulatory obligations.

If the customer approaches the Company basis the resolution provided, within 8 weeks or before complaint disposal, the original ‘grievance’ interaction shall be re-opened. Such grievance shall be dealt in accordance with the company’s Grievance Redressal Policy.

System Requirement

The Company’s internal systems are compliant with IRDA’s Integrated Grievance Management System (IGMS) on real time basis. Complainants have the facility to track the status of their complaints online via IGMS.

Publicizing Grievance Redressal Procedure

The Grievance Redressal Procedure is published on our Website in accordance with the Authority’s guidelines. Additionally, all are branches have displayed the Grievance Redressal Procedure in our premises.

Process Improvements

The complaints provide valuable insights into areas of improvement within the Company’s internal processes and procedures (including automated processes), which shall enable customer satisfaction enhancement.

The grievances/complaints received shall be analyzed to

  • Identify and / or validate improvement opportunities
  • Analyze the process / system involved therein
  • Identify the root causes involved
  • Determine the approach for corrective actions and implement the same
  • Analyze the impact of the corrective actions and sustain the gain
Role of Policyholders Protection Committee

We have a Policyholders Protection Committee set up by the Board of Directors to assist in fulfilling its enterprise-wide governance responsibilities towards our policyholders.

The primary function of the Policyholder Protection Committee is to

  • Put in place systems and processes- redressal mechanism- with respect to complaints and grievances of policyholders including misselling by intermediaries
  • Establish policies and procedures, for a dedicated unit to manage customer complaints (tracking, resolution, etc.)
  • Ensure adequacy of disclosure of “material information” to the policyholders
  • Review details - complaints, grievances

The company may carry out amendments in processes or systems based on the recommendations of the Committee.