ICICI Prudential Life Insurance – Register an Insurance Complaint of ICICI Prudential Life Insurance Co. Ltd.

ICICI Prudential Life Insurance Company Limited is a joint venture between ICICI Bank Limited and Prudential Corporation Holdings. The company offers a range of products and services such as life insurance or Wealth Management and Retirement Planning Solutions.

ICICI Prudential Pension Funds Management Company Limited and ICICI Prudential Trust Limited are other subsidiaries. ICICI Prudential International Life Insurance offers life insurance solutions in the United Kingdom, Dubai, and Singapore.

Some of ICICI Prudential Life Insurance plans:

• Term insurance: ICICI Pru iProtect Smart and Return of Premium
• Saving Plans: ICICI Pru GIFT Pro and ICICI Pru Guaranteed Pension Plan Flexi.
• Unit-linked insurance plans (ULIPs): ICICI Pru Signature Online and ICICI Pru Smart Life.
• Retirement plans: ICICI Pru Saral Pension Plan and ICICI Pru Guaranteed Pension Plan Flexi.
• Child plan: ICICI Pru Smart Kid with ICICI Pru Smart Life.
• Others: Money Back Plans, Health Insurance, and Credit Life or Group Insurance

Have complaints? ICICI Prudential Life Insurance has a three-tier grievance redressal mechanism to address the policyholder’s concerns. Policyholders can initiate the resolution of the insurance issues by filing complaints with the customer support team.

If necessary, concerns can be escalated to the Grievance Redressal Officer (GRO) and Corporate office of ICICI Prudent. As a last resort, policyholders can approach the Insurance Ombudsman of the Insurance Regulatory and Development Authority of India (IRDAI) for resolution.

Common issues are delayed settlement of Insurance policies, EMI, claims, and ICICI Prudential Life Insurance payments.

Level 1: Customer Care, ICICI Prudential Life Insurance

ICICI Prudential Life Insurance has a multi-tiered approach for policyholders to address concerns. In Level 1, they can contact the toll-free customer care, submit online complaints through the portal or mobile app, or send a complaint letter to the local Grievance Redressal Officer.

Complaints can also be initiated through the Integrated Grievance Management System (IGMS) of IRDAI or the National Consumer Helpline.

Required details for filing a complaint include:

1. ICICI Prudential Life Insurance Policy Number
2. Communication details such as phone number and name (avoid sharing personal or sensitive information)
3. A concise description of the issue about the insurance policy or any other concerns.

ICICI Prudential Customer Care Number

To register a complaint with ICICI Prudential Life Insurance, please use the toll-free customer care numbers provided below. Additionally, you can click on the numbers and email addresses to connect with customer support.

File an Online Complaint

The most direct method to register a grievance with ICICI Prudential Life Insurance is via the online portal. Accessing the portal or using the ICICI Prudential Life mobile app allows for easy filing of an online complaint.

Note: For concerns about insurance policies, approach the National Consumer Helpline (NCH) and the Integrated Grievance Management System (IGMS) provided by the Insurance Regulatory and Development Authority (IRDAI).

File an Online Complaint to ICICI Prudential Life Regarding Insurance Products and services:

Group & Annuity Customer Support

Register a complaint about group or annuity corporate insurance plans to ICICI Prudential:

Level 2: Grievance Redressal Officer, ICICI Prudential Life Insurance

In the case of unsatisfactory or unresolved complaints with ICICI Prudential Life Insurance, policyholders have the option to escalate the matter to the Grievance Redressal Officer at Regional Branches and Corporate Offices. If dissatisfied even after the final order or if the complaint remains unresolved for over two weeks, further escalate the matter to the Grievance Redressal Committee (GRC) at the Head Office of the ICICI Prudential Life.

Note: Escalation should be initiated within 60 days of receiving a response. Bima Bharosa, an Integrated Grievance Management System (IGMS) of IRDAI, is also available for escalation purposes.

When submitting a grievance form, include the following required information:

1. Unique Service Request (SR) Number
2. Policy number
3. The subject of unsatisfactory redressal of the complaint
4. Description of the grievance (reason for dissatisfaction)
5. Attach copies of relevant documents (if required)

To escalate the matter, send an email or write to the Grievance Redressal Officer at the head office of ICICI Prudential Life Insurance using the provided contact information.

Level 3: Grievance Redressal Committee (GRC)

If your lodged complaint is not resolved to your expectation by the Grievance Redressal Officer then escalate the disputed matter to the Grievance Redressal Committee (GRC) at the Head Office of ICICI Prudential Life Insurance Company Limited.

With the reference/ticket number of the previous complaint, submit a complaint online or send a written grievance letter to GRC at the postal address below.

Note: If registered complaints with ICICI Prudential Life Insurance remain unresolved for more than 30 days, policyholders can file a complaint with the Insurance Ombudsman or IRDAI (Insurance Regulatory and Development Authority of India).

Insurance Ombudsman, IRDAI

As per the IRDAI regulations, insurance companies, including ICICI Prudential Life Insurance, are obligated to resolve complaints related to insurance policies within 30 days. If policyholders are dissatisfied with ICICI Prudential Life’s resolution, they have the right to petition the Insurance Ombudsman under the 2023 Insurance Ombudsman Rules.

Click: File an Online Grievance to the Insurance Ombudsman, IRDAI

Alternatively, for assistance, if the dispute is not resolved within 30 days or if policyholders are not satisfied with the Grievance Redressal Committee’s final decision, they can email inscoun@cioins.co.in.

Regulatory Authority

If ICICI Prudential Life Insurance Co Ltd has violated your consumer rights or if there are disputes related to insurance claims or payments, you can seek compensation by approaching the following authorities:

1. Internal Arbitration: Opt for internal arbitration with ICICI Prudential Life Insurance Co Ltd to resolve insurance disputes within the company. You may use the online SMART ODR platform.
2. For Insurance Standards: Register complaints online regarding insurance standards with the Insurance Regulatory and Development Authority of India (IRDAI).
3. For Financial Matters: Lodge financial complaints against the insurance company with the Banking Ombudsman, RBI.
4. Consumer Commission: Depending on the compensation amount, you can submit your complaint to the appropriate Consumer Commission, such as the  National Consumer Disputes Redressal Commission (NCDRC), through the designated online platform.

Legal Action

If you are dissatisfied with the final decisions or orders from ICICI Prudential Life Insurance and regulatory bodies and want to take legal action, you can file a case online using the link below.

Click: File a case online by e-filing to District/High Courts.

Important Note: Before taking legal action, it is advisable to seek advice from legal professionals to understand applicable laws, your legal rights, the legal process, and alternative options such as arbitration with the insurance company.

Reference

• Grievance_Redressal_Policy.pdf (iciciprulife.com)
• Contact ICICI Pru Life (iciciprulife.com)