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General Escalation Hierarchy in Health Insurance Companies and Contact details
Blog post description.
4/9/20254 min read
Navigating the grievance redressal process in health insurance is essential for policyholders to ensure their concerns are addressed promptly and effectively. In India, health insurance companies have established structured escalation matrices to handle customer complaints. This blog outlines the general hierarchy for escalating grievances, provides contact information for major health insurance providers, and highlights the role of the Insurance Regulatory and Development Authority of India (IRDAI) in this process.
General Escalation Hierarchy in Health Insurance Companies:
Customer Care:
First Point of Contact: For any issues or queries, policyholders should initially reach out to the insurer's customer service. This can typically be done via toll-free numbers, emails, or through the company's website.
Grievance Redressal Officer (GRO):
Escalation Level 1: If the response from customer care is unsatisfactory or if there's no response within the stipulated time (usually 15 days), the complaint can be escalated to the company's Grievance Redressal Officer.
Chief Grievance Redressal Officer (CGRO) or Head of Customer Service:
Escalation Level 2: Should the issue remain unresolved after contacting the GRO, policyholders can escalate the matter to the Chief Grievance Redressal Officer or the Head of Customer Service.
Insurance Ombudsman:
Final Escalation: If the grievance is still not resolved satisfactorily, policyholders have the option to approach the Insurance Ombudsman. The Ombudsman addresses complaints relating to insurance contracts that are not resolved by the insurer within 30 days.
Contact Information for Major Health Insurance Providers:
1.HDFC ERGO Health Insurance:
Customer Care: 022-6158-2020
Email: care@hdfcergo.com
Grievance Redressal Officer: grievance@hdfcergo.com
Chief Grievance Redressal Officer: cgo@hdfcergo.com
Senior Citizens Helpline: 022-6158-2026
Women Customers Helpline: 022-6158-2055
2.Manipal Cigna Health Insurance:
Customer Care: 1800-102-4462
Email: headcustomercare@manipalcigna.com
Grievance Redressal Officer: complaints@manipalcigna.com
Chief Grievance Redressal Officer: compliance@manipalcigna.com
Senior Citizen Assistance: seniorcitizensupport@manipalcigna.com
3. Aditya Birla Health Insurance Co. Ltd.
Customer Care: Phone: 022-62799500
Email: care.healthinsurance@adityabirlacapital.com
Grievance Redressal Officer (GRO):Email:grievance.healthinsurance@adityabirlacapital.com
Website: adityabirlahealthinsurance.com
4. Niva Bupa Health Insurance Company Limited
Customer Care: Phone: 1860-500-8888
Email: customercare@nivabupa.com
Grievance Redressal Officer (GRO): Email: grievanceofficer@nivabupa.com
Senior Citizen Support: seniorcitizensupport@nivabupa.com
Website: nivabupa.com
5. ICICI Lombard General Insurance Company Limited
Customer Care: Phone: 1800-2666
Email: customersupport@icicilombard.comICICI Lombard
Grievance Redressal Officer (GRO): Email: gro@icicilombard.com
Website: icicilombard.com
6. Star Health and Allied Insurance Co. Ltd.
Customer Care: Toll-Free Numbers: 1800-425-2255 / 1800-102-4477
Email: support@starhealth.in
Grievance Redressal Officer (GRO): Email: grievance@starhealth.in
Website: starhealth.in
7. United India Insurance Company Limited
Customer Care: Toll-Free Number: 1800-425-3333
Email: customercare@uiic.co.in
Grievance Redressal Officer (GRO): Email: gro@uiic.co.in
Website: uiic.co.in
8. The New India Assurance Company Limited
Customer Care: Toll-Free Number: 1800-209-1415
Email: tech.support@newindia.co.in
Grievance Redressal Officer (GRO): Email: gro@newindia.co.in
Website: newindia.co.in
9. The Oriental Insurance Company Limited
Customer Care: Toll-Free Number: 1800-118-485
Email: portal.support@orientalinsurance.co.in
Grievance Redressal Officer (GRO): Email: gro@orientalinsurance.co.in
Website: orientalinsurance.org.in
10. Acko General Insurance Limited
Customer Care: Phone: 1860-266-2256
Email: hello@acko.com
Grievance Redressal Officer (GRO): Email: grievance@acko.com
Website: acko.com
11. IFFCO TOKIO General Insurance Company Limited
Customer Care: Toll-Free Number: 1800-103-5499
Email: support@iffcotokio.co.in
Grievance Redressal Officer (GRO): Email: gro@iffcotokio.co.in
Website: iffcotokio.co.in
12. Kotak Mahindra General Insurance Company Limited
Customer Care: Toll-Free Number: 1800-266-4545
Email: care@kotak.com
Grievance Redressal Officer (GRO): Email: grievance@kotak.com
Website: kotakgeneralinsurance.com
13. Liberty General Insurance Limited
Customer Care: Toll-Free Number: 1800-266-5844
Email:care@libertyinsurance.in
Grievance Redressal Officer: Manager@libertyinsurance.in,ServiceHead@libertyinsurance.in
14. Bajaj Allianz General Insurance Company Limited
Customer Care: Phone: 1800-209-0144 / 1800-209-5858
Grievance Redressal Officer (GRO): Email: ggro@bajajallianz.co.in
Website: bajajallianz.com
15. Bharti AXA General Insurance Company Limited
Customer Care: Phone: 1800-102-4444
Grievance Redressal Officer (GRO): Email: GRO.GI@bhartiaxa.com
Website: bharti-axagi.co.in
16. Cholamandalam MS General Insurance Company Limited
Customer Care: Phone: 1800-208-9100
Grievance Redressal Officer (GRO): Email: gro@cholams.murugappa.com
Website: cholainsurance.com
17. Future Generali India Insurance Company Limited
Customer Care: Phone: 1800-220-233 / 1860-500-3333
Grievance Redressal Officer (GRO): Email: fggro@futuregenerali.in
Website: futuregenerali.in
18. Go Digit General Insurance Limited
Customer Care: Phone: 1800-258-4242 / 1800-258-5956
Grievance Redressal Officer (GRO): Email: grievance@godigit.com
Website: godigit.com
19. Magma HDI General Insurance Company Limited
Customer Care: Phone: 1800-266-3202
Email - customercare@magmainsurance.com
Grievance Redressal Officer: Gro@magmainsurance.com
Website: magmahdi.com
20. National Insurance Company Limited
Customer Care: Phone: 1800-345-0330
Grievance Redressal Officer (GRO): Email: griho@nic.co.in
Website: nationalinsurance.nic.co.in
21. Raheja QBE General Insurance Company Limited
Customer Care: Phone: 1800-102-7723
Grievance Redressal :complaintsofficer@rahejaqbe.com, grievancehead@rahejaqbe.com
Website: rahejaqbe.com
22. Reliance General Insurance Company Limited
Customer Care: Phone: 1800-3009
Grievance Redressal : rgicl.services@relianceada.com
Website: reliancegeneral.co.in
23. Royal Sundaram General Insurance Company Limited
Customer Care: Phone: 1860-425-0000
Grievance Redressal: manager.care@royalsundaram.in, head.cs@royalsundaram.in
Website: royalsundaram.in
24. SBI General Insurance Company Limited
Customer Care: Phone: 1800-102-1111 / 1800-210-3366 / 1800-210-6366
Email: customer.care@sbigeneral.in
Grievance Redressal Officer (GRO): Email: gro@sbigeneral.in
Website: sbigeneral.in
25. Tata AIG General Insurance Company Limited
Customer Care: Phone: 1800-266-7780 / 1800-22-9966 / 1800-267-6115
Grievance Redressal :manager.customersupport@tataaig.com,head.customerservices@tataaig.com
Website: tataaig.com
26. Universal Sompo General Insurance Company Limited
Customer Care: Phone: 1800-22-4030 / 1800-200-4030 / 1800-267-4030 (Senior Citizens)
Contact -contactus@universalsompo.com
Grievance Email: grievance@universalsompo.com
Website: universalsompo.com
27. Zuno (Formerly Edelweiss) General Insurance Company Limited
Customer Care: Phone: 1800-120-00
Grievance Cell- grievance@hizuno.com , grievanceofficer@hizuno.com
Website: zunoinsurance.com
28. Care Health Insurance Limited
Customer Care: Phone: 1800-102-4499
Grievance Redressal Officer (GRO): Email: grievance@careinsurance.com
Senior Citizen Helpline: 1800-102-4488 (Press 5)
Website: careinsurance.com
Role of IRDAI in Grievance Redressal:
The Insurance Regulatory and Development Authority of India (IRDAI) oversees the grievance redressal mechanisms of insurance companies. If policyholders are dissatisfied with the resolution provided by their insurer, they can escalate the complaint to IRDAI through the following channels:
Bima Bharosa Portal: Register and monitor complaints at https://bimabharosa.irdai.gov.in/
Email: complaints@irdai.gov.in
Toll-Free Numbers: 155255 or 1800-4254-732