Partner Login

Grievance Redressal

The Company’s service strategy is to enable the customer to avail the services through multiple avenues. The avenues are as under

Customer can raise the complaint by any of modes:-

• Can raise the complaint with CreditAccess Life Insurance
• Can raise complaint through Bima Bharosa IGMS portal
• Customer can raise the complaint on National Consumer Helpline
• Can Write to Ombudsman

How To register the complaint:-

1. To register complaint with CreditAccess Life Insurance: -

• Branch Walk-in: Customers can walk into any CALI branch office for any concern, request or complaint.
• Letter: Customers can send hand-written letter to CALI Customer Service team based out of Head office of the Company.
• Website: Customer can raise the complaint through online on the CALI Company’s website.
• By Calling: Customer can raise the complaint through CALI customer care number.

Grievance Redressal Officer (GRO)

The Company has designated Chief Compliance officer of the Company as the Grievance Redressal Officer, the address & contact details of the GRO are as below:

Grievance Redressal Officer-CreditAccess Life Insurance Limited

595, 1st Floor, 15th Cross,1st Phase, Outer Ring Road,J.P.
Nagar, Bengaluru,Karnataka, India – 560078, India.
Email: Grievance@Calife.in Customer Care Number: 080-69978070

The following is the escalation matrix in case there is no response to a grievance within the prescribed timelines or if the customer is unsatisfied with the Company’s efforts to resolve the grievance.

1st level of escalation: Manager- Customer Relations (service@calife.in)

2nd level of escalation: Chief Operating Officer (grievance@calife.in)

2. To raise complaint through IGMS:-

If customers are not able to access the insurance company directly for any reason, Bima Bharosa system provides a gateway to register complaints with insurance company. Complaints shall be registered with insurance companies first and only if need will be escalated to IRDAI (Consumer Affairs Department- Bima Bharosa).

If customer submits complaint on IRDAI portal (given below), process flow will be:

https://bimabharosa.irdai.gov.in/

• The acknowledgement shall contain the name and designation of the officer who will deal with the grievance.
• The Company will send complainant a written response which offers to redress or reject the complaint and gives reasons for doing so; the Company shall inform the complainant about how he or she may pursue the complaint, if dissatisfied.

3. To raise the complaint on National Consumer Helpline:-

The Customer can raise the complaint on https://consumerhelpline.gov.in

4. Write to Ombudsman:-

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

The detailed address of the Insurance Ombudsman along with its area of jurisdiction is available in below link:-

• https://www.cioins.co.in/
• https://www.cioins.co.in/Ombudsman
• https://www.cioins.co.in/ContactUs

Grievance Redressal Turn Around Time

Acknowledge of Grievance	3 business days
Resolve a Grievance	14 days
Closure of the Grievance	A complaint shall be considered as disposed of and closed when: The request of the complainant has been fully acceded or, The complainant has indicated in writing, acceptance of the response of the Company or, The complainant has not responded to the Company within 8 weeks of the Company’s written response.

* TAT as prescribed under the Protection of Policyholders’ Interests, Regulation 2017 issued by the Insurance Regulatory and Development Authority of India (IRDAI). COMP/DOC/Mar/2021/23/5409

File a Grievance