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Tata AIA Life Insurance Company Ltd.’s vision is to be the most trusted life insurance company that values the customer’s personal and financial well-being, while consistently delivering best-in-class solutions. Keeping in line with this vision, Tata AIA Life Insurance has been honoured with ISO standard 10002:2004 for the complaints management process.

At Tata AIA Life Insurance, we value our customers and strive to excel in fulfilling their service needs. We have therefore put strong processes and systems in place to manage customer grievances and service needs in a responsive, efficient and effective manner.

What is ISO standard 10002:2004?

ISO standard 10002:2004 is a standard guideline for implementing a complaints management system and it recognizes our ability to identify, manage and successfully deal with our customers’ complaints. The standard specifies the key requirements for handling customer complaints successfully which include complaint management controls to help address customer dissatisfaction within the organization’s business, regular audits for the complaints handling process and reviewing their efficiency amongst other criteria.


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