ICICI Lombard General Insurance: File an Insurance Complaint of ICICI Lombard General Insurance Company Limited

ICICI Lombard General Insurance Company Limited is a joint venture between ICICI Bank and Fairfax Financial Holdings, a financial services company based in Toronto, Canada. Bharti AXA General Insurance is now merged with ICICI Lombard. The company offers insurance products and services, covering health, motor, travel, home, business, and other financial instruments.

ICICI Lombard is in several countries, including Nepal, Sri Lanka, Bahrain, and Dubai. It has a subsidiary company, ICICI Lombard International, and a strategic partnership with Sompo Japan Nipponkoa Insurance, a property and casualty insurance group in Japan.

ICICI Lombard has a network of over 12,000 garages and 7,500 healthcare providers across the country, where customers can avail cashless service and claim settlement.

Have complaints related to your insurance with ICICI Lombard? Register an insurance complaint through the 3-tiered grievance redressal mechanism. Begin by filing your complaints with ICICI Lombard Customer Support through the customer helpline number, email, or online complaint registration.

Insurance plans include:

• Motor Insurance (Car/Bike/Vehicles)
• Health Insurance
• Travel Insurance
• Business/Corporate Insurance
• Crop Insurance
• NRI Insurance
• Cyber Insurance
• ICICI Bharat Griha Raksha Policy
• Pradhan Mantri Fasal Bima Yojana (PMFBY)

Other Insurance plans such as Home, Pet, Personal Accident, Marine, or Livestock insurance.

Not resolved? Escalate your grievance to the Nodal Officer. Further, you can write to the Grievance Redressal Officer (GRO) at the Head Office of ICICI Lombard General Insurance Co. Ltd.

Note: Further, for the violation of consumer rights, lodge a consumer complaint against ICICI Lombard to the National Consumer Helpline (NCH) of the Department of Consumer Affairs.

Level 1: Customer Care, ICICI Lombard

According to the grievance redressal policy of the ICICI Lombard, the complaint resolution has 3 levels, initially, you should lodge your insurance complaint with the Customer Service Team.

1. Complaint Fee & Resolution Period:

When submitting a complaint, provide the following information:

• ICICI Lombard Insurance Policy Number
• Contact details (Do not disclose personal or financially sensitive information)
• A detailed description of the matter at hand, about the insurance policy, claims, or any other concerns.

Don’t forget to note down the reference number to track status.

ICICI Lombard Customer Care Number

If not resolved to your expectations, escalate the case to level 2.

Note: In case of medical/non-medical emergency under travel insurance, email to icicilombard@falck.com with details.

Other official helpline numbers and customer support for insurance policies are available below.

1. ICICI Lombard Support:

2. Insurance Claim Support:

Note: You can also contact the Manager or designated officer at the “Local Branch Office” of ICICI Lombard Insurance.

Online Complaint

To file an insurance complaint online with ICICI Lombard, use the online grievance form or mobile app. If not resolved, lodge your grievance through the Integrated Grievance Management System (IGMS) – Bima Bharosa of IRDAI.

Level 2: Nodal Officer, ICICI Lombard General Insurance

For unresolved concerns with ICICI Lombard, escalate the complaint to the Nodal officer at Regional Branches or Head Offices using the above contact details.

Provide the previous complaint reference, policy number, nature of the complaint, and a description of the grievance with supporting documents in the email form.

Level 3: Grievance Redressal Officer (GRO), ICICI Lombard General Insurance Co. Ltd.

If you’re dissatisfied with ICICI Lombard’s resolution by the Nodal Officer of Level 2 to your concern of insurance dispute, escalate your grievance to the Grievance Redressal Officer (GRO) at the Regional Branch or Head Office. Remember to include your policy number, the nature of the complaint, and a clear description of the issue.

Additionally, you may use IRDAI’s Integrated Grievance Management System (Bima Bharosa) to file your insurance complaint against ICICI Lombard with the previous ticket or reference number.

For easy access, you can submit complaints online to GRO through email or send a written grievance letter to the provided postal address.

If not resolved within 30 days or all else fails, approach the Insurance Ombudsman (COINS) of IRDAI.

Insurance Ombudsman, IRDAI

In adherence to IRDAI regulations, ICICI Lombard General Insurance Company Limited is committed to resolving policy-related complaints within 30 days. If you find the resolution unsatisfactory, you have the right to escalate the matter to the Insurance Ombudsman of IRDAI as per the Insurance Ombudsman Rules of 2023. Details to file an insurance complaint with the Ombudsman:

• Click: File an online complaint with the Insurance Ombudsman
• Email Support: For additional assistance, you can reach out to inscoun@cioins.co.in via email.

By approaching the authority, you can represent your case against ICICI Lombard per regulatory standards.

Regulatory Authority

In the case of disputes or concerns with ICICI Lombard General Insurance, if you believe your consumer rights are violated or encounter issues related to claims or payments, available options to take action are:

• Internal Arbitration: Attempt to resolve disputes directly with ICICI Lombard through the designated online resolution platform.
• Insurance Standards: Lodge complaints online regarding insurance standards and breaches of laws with the Insurance Regulatory and Development Authority of India (IRDAI).
• Consumer Commission: For compensation amounts or disputes exceeding ₹30 lakh, submit your complaint to the relevant Consumer Commission, such as the National Consumer Disputes Redressal Commission (NCDRC), using the E-DAAKHIL.
• Legal Action: If you remain dissatisfied with ICICI Lombard’s final decisions and regulatory resolutions, consider initiating legal action. Click “File a case online by e-filing to District/High Courts” to submit a case. Before pursuing legal action, one must seek advice from legal professionals.

Frequently Asked Questions about ICICI Lombard

Q. What is the insurance customer care number of ICICI Lombard?
A: Dial the ICICI Lombard Helpline number at 18002666 or use the Insurance Customer Care Number at 18002669725 to lodge your complaint.

Q. What should I do if my issue isn’t resolved by ICICI Lombard customer support?
A: Escalate grievances to the Nodal Officer at level 2. If needed, contact the Grievance Redressal Officer (GRO) at the Head Office.

Q. How can I complain about the consumer rights violations by ICICI Lombard?
A: Lodge a consumer complaint with the National Consumer Helpline (NCH). For disputes over ₹30 lakh or formal consumer complaints against ICICI Lombard General Insurance, submit to the National Consumer Disputes Redressal Commission (NCDRC).

Q. Where can I register a complaint against ICICI Lombard?
A: ICICI Lombard aims to complain within 30 days as per IRDAI regulations. If dissatisfied, you can escalate the matter to the Insurance Ombudsman.

Reference

• Grievance Redressal (icicilombard.com)