We, at TATA AIA Life Insurance, are committed towards delivering best in class services to our Customers. Our Grievance Redressal Team comprises of senior officers who are experts in the field. We are committed to resolve concerns promptly and in a fair manner mindful of customers’ interests. We believe that complaints are a rich source of insights. We have built robust mechanisms to identify root causes and take corrective and preventive actions. We also capture Customer feedback proactively from time to time to understand changing customer needs and improve our services
Grievance Redressal MechanismCustomers have been provided the facility to register their grievances through multiple servicing channels
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In case Customer would like to represent his complaint, he/she may represent his concerns as per the details provided below along with additional details to support the case within 8 weeks of disposal of complaint
| Level 1 |
Ms. Prabha Menon (Head – Customer Service) Write / Email to Head-Customer Service Email id:head.customerservice@tataaia.com Address: Tata AIA Life Insurance Company Limited, Head- Customer Service , B- Wing, 9th Floor,I-Think Techno Campus, Behind TCS, Pokhran Road No.2, Close to Eastern Express Highway,Thane (West) – 400 607 We will respond with a resolution within 15 calendar days |
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| Level 2 |
Mr. Yusuf Pachmariwala (EVP and Head of Operations) Write to Grievance Redressal Officer (GRO) Address: Tata AIA Life Insurance Company Limited,Grievance Redressal Officer, B- Wing, 9th Floor,I-Think Techno Campus, Behind TCS, Pokhran Road No.2, Close to Eastern Express Highway,Thane (West) – 400 607 We will respond with a resolution within 15 calendar days |
| Level 3 |
Insurance Ombudsman Details of Insurance Ombudsman provided in policy document Customers may represent the case to the Ombudsman for Redressal of their grievance post 30 days 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:
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We request our customers to follow the escalation mechanism listed above.Customers may represent the case to the Ombudsman for Redressal of their grievance post 30 days from date of filing the complaint.
Customer may also represent to Insurance Regulatory and Development Authority of India (IRDAI) on the IRDA website.