Grievance Redressal

If you are still not satisfied with the resolution provided by the Company, you may approach your regional Insurance Ombudsman or

BIMA Bharosa

Any person who has a grievance against an insurer, may himself or through his legal heirs, nominee or assignee, make a complaint in writing to the Insurance Ombudsman within whose territorial jurisdiction the branch or office of the insurer complained against or the residential address or place of residence of the complainant is located

The complaint shall be in writing, duly signed by the complainant or through his legal heirs, nominee or assignee and shall state clearly:

• The name and address of the complainant
• The name of the branch or office of the insurer against whom the complaint is made
• The facts giving rise to the complaint, supported by documents
• The nature and extent of the loss caused to the complainant
• The relief sought from the Insurance Ombudsman

The complaint to the Ombudsman can be made only if-

• The complainant makes a written representation to the insurer named in the complaint and—
• either the insurer had rejected the complaint; or
• The complainant had not received any reply within a period of one month after the insurer received his representation; or
• The complainant is not satisfied with the reply given to him by the insurer;
• The complaint is made within one year—
• After the order of the insurer rejecting the representation is received; or
• After receipt of decision of the insurer which is not to the satisfaction of the complainant;
• After expiry of a period of one month from the date of sending the written representation to the insurer if the insurer named fails to furnish reply to the complainant.

Kotak Life Insurance listens and positively responds to customer complaints. We ensure that all complaints are dealt with fairly and that all employees have the necessary skills to manage these expressions of dissatisfaction confidently and competently to their resolution.

The following principles underpin Complaints Management Policy of Kotak Life Insurance:

• Easy access to information and advice for all stakeholders
• Application of natural justice and provision of avenues for review
• Protection of confidentiality and respectful treatment of complainant
• Complaints are addressed fairly, reasonably and in a timely manner
• Complainants are not to suffer reprisal for making a complaint
• Complaints data is integrated into business improvement processes