Grievance Redressal
Last updated: 23 Sept 2025
Grievances Redressal
Level 1: Registration of Grievance/ Complaint
Customers can register their policy related or Service related complaints/grievances with the Company through the following means:
- Website: https://www.khatabookinsurance.com
- Email Id: support@khatabookinsurance.com
- Address: Grievance Redressal Officer (Insurance), Suite 509, 5th floor, Executive Zone, Shakti Tower 1, Anna salai, Chennai 600002
For Complaints to be resolved by the Insurer, the same will be forwarded to the Insurer with a copy to the client.
Level 2: Escalation to Grievance Redressal Officer (GRO) of the Company or Insurer
Escalation to Company: For Complaints being handled by company, in case, the customer does not get a satisfying response or does not receive any response within 7 days of registering the grievance/ complaint, they can directly escalate the matter through an email to the below mentioned Grievance Redressal Officer:
- Name: Yogesh Pawade
- Email Id: grievances@khatabookinsurance.com
- Phone No.: +91 9606800800
The Grievance Redressal Officer of the company will examine the matter and redress complaints as soon as possible, however not later than 3 days from the date of registering the grievance/complaint.
Escalation to Insurer: Alternatively, the complainant may choose to register policy/ service related complaint directly with the Insurer by either walk-in to any office of the Insurer and lodge a complaint or approach its grievance redressal officer (Please use below link: https://irdai.gov.in/web/guest/list-of-gros containing E-mail Ids of GROs of all the Insurance companies)
Level 3: Escalation to IRDAI or Insurance Ombudsman
Escalation to Insurance Regulatory and Development Authority (IRDAI): If the Complainant does not receive a response from the Insurer within a reasonable period of time or are dissatisfied with the response of the Company, they may approach the Grievance Redressal Cell in the Policyholder's Protection & Grievance Redressal Department of the IRDAI.
Only complaints from the insured or the claimants shall be entertained. The Cell shall not entertain complaints written on behalf of policyholders by advocates or agents or by any third parties.
Complainants are required to submit complete details of the complaint as required in the complaint registration form put on the IRDAI website below http://www.policyholder.gov.in. Click here to download the Complaint Registration Form. Without the required information called for in the Complaint Registration Form, IRDAI will not be in a position to register the complaint.
Registration of Complaints with the IRDAI by Policyholders:
- Make use of the Bima Bharosa system – IRDAI Portal at https://bimabharosa.irdai.gov.in/ for registering the complaints themselves and to monitor the status of the complaints
- Send the complaint through Email to complaints@irdai.gov.in
- Call Toll Free No. 155255 or 1800 4254 732
- If it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:
General Manager
Insurance Regulatory and Development Authority of India(IRDAI)
Policyholder's protection & Grievance Redressal Department – Grievance Redressal Cell.
Sy.No.115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad – 500 032.
Escalation to Ombudsman: Alternatively, any person who has either not received any reply within a period of 1 month of his/ her Complaint to Insurer/ Intermediary or is not satisfied with their response may escalate the matter to Ombudsman.
The office of Insurance Ombudsman is mandated to resolve all complaints pertaining to policies issued on personal lines of insurance, group insurance policies, policies issued to sole proprietorship and micro enterprises. The Complaint can be registered by the policyholder himself or through his legal heirs, nominee or assignee, within the defined territorial jurisdiction. Complaints can be made in writing or through electronic mail or online through the online platform developed by the Council of Insurance Ombudsmen through the website. Complete details can be viewed through website www.cioins.co.in.
Service TAT - Health
In accordance with the Insurance e-Commerce Guidelines issued by IRDAI on 9th March 2017, Company shall follow the following service TAT for the online sale of insurance products through its ISNP. The Company shall endeavor to follow the below-mentioned service level TATs subject to receipt of necessary information and documents from insurers:
Policyholder servicing turnaround times are as follows:
| Service parameters | Maximum TAT* (calendar days) | The turnaround time to be calculated from |
|---|---|---|
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 7 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Requests for refund including free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 7 days | Date of receipt of (a) request, or (b) last necessary document, whichever is later |
| Post policy servicing requests | 7 days | Date of receipt of (a) request, or (b) last necessary document, whichever is later |
| Resolution of Grievance | 14 days | Endeavor to provide a resolution on the Grievance within 14 Days of receipt of Grievance |
Service TAT - Life
Policyholder servicing turnaround times are as follows:
| Service parameters | Maximum TAT* (calendar days) | The turnaround time to be calculated from |
|---|---|---|
| Written communication of decisions on the proposal / raising additional requirements on the proposal/decision on proposal | 7 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Post policy servicing requests | 7 days | Date of receipt of (a) request, or (b) last necessary document, whichever is later |
| Requests for refund towards free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 15 days | Date of receipt of request/last necessary document, whichever is later |
| Resolution of Grievance | 14 days | Endeavor to provide a resolution on the Grievance within 14 Days of receipt of Grievance |
Service TAT - Motor, Two Wheeler & Travel
Policyholder servicing turnaround times are as follows:
| Service parameters | Maximum TAT* (calendar days) | Turnaround time to be calculated from |
|---|---|---|
| Written communication of decisions on the proposal / raising additional requirements on the proposal | 7 days | Date of receipt of the proposal or the date of receipt of any requirement called for, whichever is later |
| Requests for refund towards free look cancellation, surrender and withdrawal; refund of proposal deposit; refund of outstanding proposal deposit, if any | 15 days* | Date of receipt of request/last necessary document, whichever is later |
| Post policy Servicing requests | 7 days | Date of receipt of (a) request, or (b) last necessary document, whichever is later |
| Resolution of Grievance | 14 days | Endeavor to provide a resolution on the Grievance within 14 Days of receipt of Grievance |
*The TATs are defined for raising the customer requirements / grievances and coordinating with the respective insurers for resolving the service issues that are dependent on the insurers for resolution. ADJ Utility Apps Pvt. Ltd. will not be in breach of the TATs if the matter is pending resolution from the insurer.