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  • Grievance Redressal Process

    Pramerica Life Insurance is committed to deliver a positive customer experience for our policy holders all the time. The companyÆs Grievance Redressal Process is designed as a simple and transparent medium through which a customer could get their concerns resolved.

     

    Customers could raise a concern with the company about their policies through any of the below touch points:

     

    Branch: We are present across the length and breadth of the country in over 140 locations. Customers could walk into any Pramerica Life Branches nearest to them and submit a letter duly signed by the policy holder. Our friendly Customer Service Representative would be happy to assist. In case the customer would like to take up the concern to a higher authority, the customer could approach the Grievance Redressal Officer of the branch. The name and contact details of the Grievance Redressal Officer of the branch is displayed in the branch notice board as well as it could be found in our website www.pramericalife.in

     

    Courier: If the Customers find it inconvenient to visit a branch, alternatively they could send their letters through courier to any of the Pramerica Life Insurance branches. The branch addresses are easy to find in our website www.pramericalife.in

     

    E-mail: For customers who have registered their email id with us, we also provide the facility to raise a concern through email to contactus@pramericalife.in from their registered email id.

     

    Helpline: For any queries or concerns, Customers may also call the Toll-Free Customer Service Helpline No. 1800-102-7070. The Customer Service Helpline is operational between 9:30 am to 6:30 pm Monday thru Saturday.

     

    IGMS: IRDAI, the Insurance Regulatory Body also provides a facility to register customer concerns on their Integrated Grievance Management System. The details could be found in our website www.pramericalife.in

     

    A customer could expect responses from the company within the below mentioned turnaround time.

     

    Receive an acknowledgement - 3 days
    Resolve a Grievance - 15 days

     

  • Grievance Redressal Officer

    Escalation Matrix

     

    Our Grievance Redressal teams are well trained to assist and address customer grievances in a fair and transparent manner. In the unlikely event of any customer not receiving a resolution within 15 days of raising the complaint, they could highlight their concern to the below mentioned escalation points.

     

    1st level of escalation: customerfirst@pramericalife.in Our endeavor would be to respond at the earliest but not later than 3 days.

     

    2nd level of escalation: Should there be a reason to escalate further beyond 3 days, a customer could approach our Grievance Redressal Officer, Mr. Rajesh Krishnan on the email id gro@pramericalife.in

     

    In the event of the customer not being satisfied with the decision / resolution of the company, you may approach the Insurance Ombudsman. The contact details of the Insurance Ombudsman may be obtained from http://ecoi.co.in/ombudsman.html

     

    Branch-wise Grievance Redressal Officer List

  • IRDAI- Grievance Redressal Cell 

    If after contacting the Company, the Policyholders query or concern is not resolved satisfactorily or within timelines the Grievance Redressal Cell of the IRDAI may be contacted.

     

    a.) Call Center Toll Free Number – 155255 

     

    b.) Email Id: complaints@irda.gov.in

     

    c.) Complaints against Life Insurance Companies:
    Insurance Regulatory and Development Authority of India
    Consumer Affairs Department
    Sy. No. 115/1, Financial District
    Nanakramguda, Gachibowli
    Hyderabad – 500032

    d.)In case the complaint is not addressed or a
    satisfactory resolution is not provided by the Insurer
    you may escalate your complaint to the IRDAI on its
    online facility (Integrated Grievance Management
    System) which helps policyholders register
    complaints and track their status. For this purpose,
    you may login in to www.igms.irda.gov.in. Log a Complaint

  • Insurance Ombudsman

    The office of the Insurance Ombudsman has been established by the Government for the redressal of any grievance in respect of life insurance policies.

     

    In case you are not satisfied with the decision/resolution of the Company, you may approach the Insurance Ombudsman if your grievance pertains to:

    • 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 address of the Insurance Ombudsman may be obtained from the following link on the internet Link https://www.irdai.gov.in/ADMINCMS/cms/NormalData_Layout.aspx?page=PageNo234&mid=7.2

    The complaint should be made in writing duly signed by the complainant or by his legal heirs with full details 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.

     

    For details on policy and claims servicing timelines please click here.