Escalations

Escalations

At HDFC Life, we demonstrate customer centricity in everything we do. Our customers are our valued stakeholders, whose satisfaction is our foremost agenda. In case you are dissatisfied with our service, we have in place an internal mechanism to ensure effective and timely resolution of your complaints.

 

What’s a customer query?

Any communication from a customer for the primary purpose of requesting information about a company and/or its services.

What’s a customer request?

Any communication from a customer soliciting a service such as a change or modification in the policy.

What’s a customer complaint?

All customer dissatisfaction arising due to any of the following would be treated as a complaint.

  1. Non adherence to a stipulated Turn Around Time
  2. Non fulfillment of a promise/regulatory requirement.
  3. Misrepresentation/ Suppression of facts to the customer

HDFC Life may receive customer complaints for the following reasons

  1. Customer alleging that the plan/proposal was incorrectly sold to him or a wrong selling has been done/wrong promise/non-disclosure of charges.
  2. Customer complaining that his servicing transaction was incorrectly processed/not processed at all/issues with his servicing agent/bad quality of servicing etc.
  3. Customer complaining about tampering of documents/misappropriation of funds etc.
  4. Any other concerns about his contract which has not been adequately addressed.

All complaints received from the end customer would be handled by the grievance team.

How do we resolve the complaint?

  1. All grievances (Service and sales) received by HDFC Life will be responded to within the prescribed regulatory Turn Around Time (TAT) of 14 days.
  2. Written request or email from the registered email id is mandatory.
  3. If required, HDFC Life will undertake complaints investigation by taking inputs from the customer over con-calls or personal meetings.
  4. HDFC Life will issue an acknowledgement letter to the customer within 3 working days of the receipt of complaint.
  5. The acknowledgement that is sent to the customer has the details of the complaint no., the policy no. and the Grievance Redressal Officer’s name who will be handling the complaint of the customer.
  6. If the customer's complaint is addressed within 3 days, the resolution communication will also act as the acknowledgment of the complaint.
  7. The final letter of resolution will offer redressal or rejection of the complaint with the reason for doing so.

You can let us know of your concerns through any of our touch points mentioned below.

  • Option 1: You can visit the nearest HDFC Life branch between 9:30 AM - 5:30 PM, Monday to Friday and 9:30 AM - 1:00 PM on Saturday.
    NOTE: Branches are closed on Sundays, national holidays and region-specific public holidays.
  • Option 2: Call us between 9AM - 9PM any day on the HDFC Life helpline no. 18602679999 (Local Charges Apply). DO NOT prefix any country code e.g. +91 or 00.
  • Option 3: Write to us from your registered email ID at Service@HDFCLife.com If your concerns are not satisfactorily resolved, you are requested to submit the same online by filling out the form below

Please fill the form below to share your concern.

1) Fields marked with "*" are mandatory to be filled.

2) "#" Either of the contact details must be entered.

3) Name must be identical as that provided in the policy documents.

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Escalation Matrix

The following is the escalation matrix in case there is no response within the prescribed timelines. The number of days specified in the below- mentioned escalation matrix will be applicable from the date of escalation.

  • 1st Level Mr. Ravi K. Chikkam (Sr. Manager - Customer Relations) - 10 working days
  • 2nd Level (for response not received from Level 1) - Mr. Anthony O'Brien (Vice President - Customer Relations) - 10 working days
  • 3rd Level (for response not received from Level 2) - Mrs. Metilda Stanley (Senior Vice President and Head Customer Relations & Principal Grievance Redressal Officer) - 3 working days

The highest level of escalation that the customer can make is the Insurance Ombudsman.

The detailed address of the Insurance Ombudsman is mentioned in the policy bond given to the customer and is also available in our website www.hdfclife.com.

* The policy will be reviewed and placed before the board for approval when regulatory guidelines are issued from time to time.