At Reliance Life Insurance, we believe in providing the best of services to our customers and channel partners. We provide easy access to information, products and services, as well as the means to get their grievances redressed.
Resolving your problem helps us review our processes and take necessary steps to prevent recurrence. We aim to respond to your complaint with efficiency, courtesy and fairness.
In case you are dissatisfied with any of our services, please feel free to contact us -
| Step 1: | In the event the Policyholder/Complainant has any grievance under this policy, a reference shall be made at the following touch points of the Company- |
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Step 1.1 | 24 hours contact centre: 30338181 (Local call charges apply) & 1800 300 08181(Toll free)
Email: rlife.customerservice@relianceada.com
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| OR |
| Step 1.2 | Contact the Customer Service Executive at the nearest branch of the Company |
| OR |
| Step 1.3 | Write to | Reliance Life Customer Service
Reliance Life Insurance Company Limited
H Bolck, 1st Floor, Dhirubhai Ambani Knowledge City
Navi Mumbai,
Maharashtra 400710
India
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| The Company will respond within ten business days from the date of receipt of the Policyholder/Complainant’s Communication. |
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| Step 2: | In the event of not receiving a satisfactory response within 10 business days, a further reference may be made to our Grievance Redressal Officer at rlife.grievanceredressal@relianceada.com or write to the Grievance Redressal Officer at the address mentioned in Step 1.3. |
| The Company will respond within five business days from the date of receipt of the Policyholder/Complainant’s Communication. |
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| Step 3: | In the event of not receiving a satisfactory response within 5 business days, a further reference may be made to our Chief Executive Officer at rlife.ceo@relianceada.com or write to the Chief Executive Officer at the address mentioned in Step 1.3. |
| The Company will respond within two business days from the date of receipt of the Policyholder/Complainant’s Communication. |
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| Step 4: | After having followed Steps 1, 2 & 3, if the issues remain unresolved; a further reference may be made to the Insurance Ombudsman in terms of Rule 12 & 13 of the Redressal of Public Grievance Rules, 1998 |
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| Power of Ombudsman |
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| Rule 12 |
| 1. The insurance Ombudsman may receive and consider – |
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- complaints under rule 13;
- any partial or total repudiation of claims by the insurance companies,
- any dispute in regard to premium paid or payable in terms of the policy,
- any dispute on the legal construction of the policies insofar as such disputes relates to claims;
- delay in settlement of claims and
- non-issue of any insurance document to customers after receipt of premium.
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| 2. The Ombudsman shall act as counselor and mediator in matters which are within his terms of reference and; if requested to do so in writing by mutual agreement by the insured person and insurance company. |
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| 3. The Ombudsman’s decision whether the complaint is fit and proper for being for being considered by it or not, shall be final. |
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| Manner in which complaint is to be made |
| Rule 13 |
| 1. Any person who has a grievance against an insurer, may himself or through his legal heirs make a complaint in writing to the insurance Ombudsman within whose jurisdiction the branch or office of the insurer complained against is located. |
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| 2. The complaint shall be in writing duly signed by the complainant or through his legal heirs and shall state clearly the name and address of the complainant, the name of the branch or office of the insurer against which the complaint is made, the fact giving rise to complaint supported by documents, if any, relied on by the complainant, the nature and extent of the loss caused to the complainant and the relief sought from the Ombudsman. |
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| 3. No complaint to the ombudsman shall lie unless – |
| | i) the complainant had before making a complaint to the Ombudsman made a written representation to the insurer named in the complaint and either insurer had rejected the complaint or the complainant have not received any reply within a period of one month after the concerned insurer has received his representation or the complainant is not satisfied with the reply given to him by the insurer. |
| | ii) The complaint is made not later than one year after the insurer had rejected the representation or sent his final reply on the representation of the complainant; and |
| | iii) The complaint is not on the same subject matter, for which any proceedings before any court or consumer forum, or arbitrator is pending or were so earlier. |
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| For detailed list of ombudsman please click here. |