Customer Service - IndiaFirst Life Insurance Support & Assistance

E-Insurance
Grievance Process

What is E-Insurance?

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WHAT IS E-INSURANCE?

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WHAT DO WE MEAN BY E-INSURANCE?

e-Insurance is the insurance equivalent of a demat account with an insurance repository. It offers a reliable facility to keep all your insurance policies in an electronic/ dematerialised form. It is a single platform that lets you make changes in the insurance policy with utmost convenience. All you need to do is to open one e-Insurance Account and tag all your insurance policies to this account.

An e-Insurance Account is free, simple to open and operate, highly secure and available online. You can manage all your life insurance policies of all the insurers under a single e-Insurance Account. This in turn helps you track and maintain your insurance portfolio in real-time.

You can do away with KYC norms (like address and identity proof) for every purchase with an e-Insurance Account.

WHAT ARE THE BENEFITS OF AN E-INSURANCE ACCOUNT?

Safety: The electronic form ensures that the policies are in safe custody, as there is no risk or loss associated with an e-Insurance Account.
Convenience: All insurance policies can be electronically filed under a single e-Insurance Account. A copy of the policy can be downloaded also the details of any of the policies can be accessed at any time by logging on to the online portal of the Insurance Repository.
Single Point of Service: A single request can cater to policies across different insurers. Service requests can be submitted at any of Insurance Repository's service points. For instance, a single change of address request made to the Insurance Repository can update the policies issued by multiple insurers. You won’t have to visit several offices of individual insurers for the service request.
Save time and Go Green: You don’t have to keep submitting KYC details each time a new policy is taken. Since all your transactions are paperless, you also contribute to the environment.
Statement of Account: At least once every year, the Insurance Repository will send a statement of account with the details of all your policies.
Single View: Single view of all the policies will be made available to an authorised person in case of death of the e-Insurance account holder.

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What is an eIA and What are the benefits?

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What is an eIA and What are the benefits?

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eIA stands for ‘e-Insurance Account’ or ‘Electronic Insurance Account.’ Just like certificates of securities such as shares, bonds and mutual funds can be created in the electronic form and stored in one’s Demat account, one can store insurance policies electronically and keep them in one’s e‐Insurance Account (eIA) with an insurance repository.

Why should I open an eIA (e-Insurance Account)?

You should open an eIA as it provides you with an easy, safe and paperless way to store your insurance policies electronically at no extra cost. With an eIA, you would not be required to go through the KYC procedure every time you buy an insurance policy. The insurance repository will give you a unique eIA account number under which all your policies would be stored including life, health, motor and group covers.

What are the charges for opening an eIA?

Opening an eIA is free. You need not pay anyone who is associated with the Insurance Repository.

Can an individual / policyholder open more than one e-Insurance Account?

NO. An individual / policyholder can have only one eIA with an Insurance Repository. You cannot open more than one eIA account with different Insurance Repositories. Once you open an eIA, your details would be shared centrally across all IRs.

What is an eIA application form?

An eIA application form is the application made by you, the policyholder, to open an e-Insurance account with the Insurance Repository. This form is available with the Insurance Company or any Insurance Repository

What are the basic requirements needed to open an eIA account?

An eIA form needs to be filled and submitted along with your photo ID, copy of Pan / Aadhar card and address proof to the Insurance Company or an Insurance Repository branch.

Can I open an eIA account without having a policy?

Yes, you can open an eIA account without having any insurance policy

How many days it takes to open an eIA account after all the necessary formalities have been completed?

Your eIA account will open within 7 working days (maximum) and you will receive a confirmation SMS & email from the repository on your registered mobile number and email id. Also, welcome kit including eIA brochure, login id and password (if not set online) will be couriered to your correspondence address. You can activate your e-Insurance Account using these details.

Who is an Authorised Representative?

An Authorised Representative is a person appointed by you (the policyholder) at the time of an eIA opening. This individual will operate the eIA account in case of your unfortunate demise or incapability. He will intimate the Insurance Repository about your demise with valid proof of death and submit a request to cease your account after settlement of claim if any.

What details I can find in my e-Insurance Account?

The insurance repository will give you a unique account number. It will include all types of policies i.e. life, health, motor and group covers. The data maintained by the repository will include the history of your claims, and also have the names of the beneficiaries, assignees and nominees you have mentioned.

What are the overall benefits of Insurance Repository to a policyholder and insurer?

Opening an eIA account is one of the most beneficial steps that ensures efficiency and better customer service. Since, the repository consolidates all policies under a single account, the nominee access to all the policies purchased by you, incase of an emergency. With such infrastructure in place, your authentication and even the insurability can be verified easily by the InsurersYou can enjoy easier and faster processes while purchasing your policies online.

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What is the Process for Existing Customer?

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What is Process for Existing Customer?

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If you are an existing policy holder and are interested in opening an eIA account, you may do so by following the steps below:

MAIL/ COURIER

Download the eIA opening form from the Download -> Insurance Repository section. Choose from any one of the following Repositories.
Fill and sign the physical eIA application form.
Submit it along with a copy of your PAN / Aadhaar card, address proof (Refer to the Annexure for valid address proofs) and a coloured passport sized photograph. Size of photo: 35 x 45 mm (3.5 x 4.5 cm).
Please send the documents to our Corporate Office :

CFR support team,
12th and 13th Floor, North [C] wing,
Tower 4, Nesco IT Park, Nesco Center,
Western Express Highway, Goregaon (East),
Mumbai – 400063

IndiaFirst Life will share your details and documents with the respective Repository. In turn, the Repository will open an eIA. Your eIA number login id and password will be sent to your registered email id and mobile no. The Repository will also share your eIA number with IndiaFirst Life to update the same in our records. The policy gets e-credited to your eIA post issuance.

WALK-IN

Walk in to the IndiaFirst Life branch closest to you or visit any of the below Insurance Repository branch offices to open an eIA account:
Request for an eIA application form.
Fill and sign the eIA application form.
Submit it along with a copy of your PAN / Aadhaar card, address proof (Refer to the Annexure for valid address proofs) and a coloured passport sized photograph. Size of photo: 35 x 45 mm (3.5 x 4.5 cm).
Please send the documents to our Corporate Office :

CFR support team,
12th and 13th Floor, North [C] wing,
Tower 4, Nesco IT Park, Nesco Center,
Western Express Highway, Goregaon (East),
Mumbai – 400063

ONLINE – THROUGH REPOSITORIES

You may visit any of the below Insurance Repository’s websites to apply for an eIA account:

ANNEXURE FOR ACCEPTABLE ADDRESS PROOFS TO OPEN AN EIA ACCOUNT.

You may submit any of the following documents:

Ration Card
Passport
Aadhaar Card
Voters ID Card
Driving license
Nationalized bank passbook statement (not more than 6 months old)
Verified copies of
- Electricity bill (not more than 6 months old)
- Residence telephone bills (not more than 6 months old)
- Registered Lease and License agreement

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What is the Process for New Customer?

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What is process for new customer?

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New customers who wish to apply for an insurance policy from IndiaFirst Life can opt to open an eIA (e-Insurance Account). The procedure is as follows:

OFFLINE (ASSISTED SALES):

At the time of purchasing the policy, opt to open an eIA while filling up the Insurance Proposal Form. You will be required to choose anyone of the following Repositories.

ONLINE

At the time of purchasing the policy online, opt to open an eIA while filling up the Insurance Proposal Form on the IndiaFirst Life website. You will be required to choose any one of the following Repositories.

To open an eIA, it is mandatory to provide your PAN number or Aadhaar Card Number, a valid email id and contact number

IndiaFirst Life will share your details and documents with the respective Repository. In turn, the Repository will open an eIA and share your eIA number, login id and password with you via email and SMS on the registered email id & mobile no. The Repository will also share your eIA number with IndiaFirst Life to update the same in our records. The policy gets e-credited to your eIA post issuance.

If you already have an eIA a/c, kindly mention the eIA a/c number and the Repository name while filling the proposal form. After validation and confirmation from the Repository, your policy will be linked to the eIA account.

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STEP 1: CONTACT US

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STEP 1: CONTACT US

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ONLINE:

Log in to the Customer Portal here.
Go to the QRC (Queries, Requests and Complaints) section and raise the request/complaint.

EMAIL US:

For Life Insurance Policy:

Email ID: customer.first@indiafirstlife.com

CALL US:

On our Toll free number 1800-209-8700 from Monday to Saturday between 9am to 7pm.
Walk in to any of our IndiaFirst Life branch. Locate the nearest branch here.

VISIT US:

Walk in to any of our IndiaFirst Life branch and submit your grievances.

Click here to contact our grievance redressal officers in your city.

MAIL/COURIER:

Write to us at the address mentioned below:

Customer Care
IndiaFirst Life Insurance Company Ltd
12th and 13th Floor, North [C] wing, Tower 4,
Nesco IT Park, Nesco Center, Western Express Highway,
Goregaon (East), Mumbai – 400063

A written communication giving reasons of either redressing or rejecting the grievance will be sent to you within 14 (Fourteen) days from the date of receipt of the grievance

You can view our Grievance Redressal Policy here.

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STEP 2: TAKE YOUR GRIEVANCE FURTHER

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STEP 2: TAKE YOUR GRIEVANCE FURTHER

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If you are not satisfied with our resolution provided or have not received any response within 14 (Fourteen) days, then, you may approach our Grievance Officer at any of our branches Click here

Or you may write to our Grievance Redressal Officer through email - grievance.redressal@indiafirstlife.com.

Alternatively, you can also write to the Grievance Redressal Officer at the address mentioned below:

Rajnish Kumar
Grievance Redressal Officer
IndiaFirst Life Insurance Company Ltd
12th and 13th Floor, North [C] wing, Tower 4,
Nesco IT Park, Nesco Center, Western Express Highway,
Goregaon (East), Mumbai – 400063

Please quote your Complaint/Service Request ID. This would have been provided to you on registration of your complaint in Step 1

If no reply is received from the customer within fifty-six days from the date of registration, then the complaint/grievance shall be disposed as per the disposal guidelines laid down by the Authority.

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STEP 3: APPROACH IRDAI GRIEVANCE CELL

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STEP 3: APPROACH IRDAI GRIEVANCE CELL

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If you are not satisfied with the response or do not receive a response from us within 14 days, you may approach the Grievance Cell of the Insurance Regulatory and Development Authority of India (IRDAI) on the following contact details:

IRDAI Grievance Call Centre (IGCC) TOLL FREE NO: 155255 or 18004254732 Email ID: complaints@irda.gov.in

You can also register your complaint online at: https://bimabharosa.irdai.gov.in/

Alternatively, you can also follow the below steps:

MAIL/COURIER:

Write to us by communicating your complaints at the address mentioned below:

Consumer Affairs Department
Insurance Regulatory and Development Authority of India,
Sy. No. 115/1, Financial District, Nanakramguda
Gachibowli, Hyderabad- 500032, Telangana

FAX:

Number: 91- 40 – 6678 9768

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STEP 4: REACH OUT TO INSURANCE OMBUDSMAN

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STEP 4: REACH OUT TO INSURANCE OMBUDSMAN

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In case you are dissatisfied with the resolution or your problem remains unsolved you may then directly approach the Insurance Ombudsman. Click here to find the address

The complaint should be made in writing duly signed by the customer/complainant or by his legal heirs with full details of the complaint and the contact information of customer/complainant.

As per provision 13(3) of the Redressal of Public Grievances Rules 1998, the complaint to the Ombudsman can be made

Only if the grievance has been rejected by the Grievance Redressal Machinery of the Insurer
Within a period of one year from the date of rejection by the insurer
If it is not simultaneously under any litigation

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How can we help?

What is E-Insurance?

WHAT DO WE MEAN BY E-INSURANCE?

WHAT ARE THE BENEFITS OF AN E-INSURANCE ACCOUNT?

What is an eIA and What are the benefits?

What is the Process for Existing Customer?

MAIL/ COURIER

WALK-IN

ONLINE – THROUGH REPOSITORIES

ANNEXURE FOR ACCEPTABLE ADDRESS PROOFS TO OPEN AN EIA ACCOUNT.

What is the Process for New Customer?

OFFLINE (ASSISTED SALES):

ONLINE

STEP 1: CONTACT US

ONLINE:

EMAIL US:

CALL US:

VISIT US:

MAIL/COURIER:

STEP 2: TAKE YOUR GRIEVANCE FURTHER

STEP 3: APPROACH IRDAI GRIEVANCE CELL

MAIL/COURIER:

FAX:

STEP 4: REACH OUT TO INSURANCE OMBUDSMAN

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