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Our Philosophy
At Tata AIA Life Insurance, we listen to you. Your complaints are handled by experienced senior officers with high sensitivity. Our goal is to do right by our customers by using a fair, transparent & consistent redressal mechanism. If the grievance persists, alternate avenues to address the grievance are also presented. Our robust grievance mechanism helps us identify the root cause, and improve our processes and products constantly. When you address your grievance to us, we go back to our drawing board. We look to understand the cause of grievance, and its preventive measures. We look to evolve, as a team, with you. We have built a robust mechanism to identify the root-cause of issues, and take corrective and preventive actions. We also capture customer feedback throughout the policy life cycle on an on-going basis, to learn and understand the changing customer needs.
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Grievance redressal mechanism
Escalation process
The swift redressal of your grievance is our priority. When you address your grievance to us, it is directed to the highest point of authority. The additional documents submitted by you help us conduct an internal investigation at each level. In case you are still not convinced with our decision, you may represent your grievance by approaching the below mentioned levels of escalations.
Level 1
Grievance Officer
Ms. Prabha M
Head – Customer Service
Tata AIA Life Insurance Company Limited, Head- Customer Service, 9th Floor B- Wing, I-Think Techno Campus, Behind TCS (Lodha), Thane (West), Mumbai – 400 607 customercare@tataaia.com
We will respond with a resolution within 15 calendar days
Level 2
Grievance Redressal Officer (GRO)
Ms. Gayatri Nathan
Senior Vice President – Operations
Grievance Redressal Officer (GRO) Tata AIA Life Insurance Company Limited, 9th Floor B- Wing, I-Think Techno Campus, Behind TCS (Lodha), Thane (West), Mumbai – 400 607 We will respond with a resolution within 15 calendar days customercare@tataaia.com
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 the complainant. As per provision 13(3) of the Redressal of Public Grievances Rules 1998, the complaint to the Ombudsman can be made within a period of one year from the date of rejection by the insurer, if it is not simultaneously under any litigation.
Insurance OmbudsmanCustomers may also represent their case before the Insurance Regulatory and Development Authority of India (IRDAI), on the IRDAI website.
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