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Services Parameters and Turn Around Time
| Service | Maximum Turnaround Time |
|---|---|
| Decision of proposals and communication of decisions including requirements / Issuance of Policy | Within 7 days from the receipt of the proposal or any requirements called for |
| Furnishing a copy of the policy proposal to the policyholder | Within 15 days of acceptance of a proposal |
| Post Policy Service Requests concerning mistakes / corrections in the policy document and other policy requests | Within 7 days from date of receipt of last necessary document |
| Premium Due Intimation and Policy payments information (Survival Benefits, Maturity Benefits, etc) | One month before due date |
| Refund of Proposal deposit | Within 7 days from the date of underwriting decision on the proposal |
| Free look refund | Within 7 days from date of request or last necessary document |
| Request for : 1) Surrender 2) Partial Withdrawal |
Within 7 days from date of request or last necessary document |
| Processing of : 1) Maturity Claim 2) Survival benefit 3) Annuities |
On due date |
| Death Claims | |
| Decision of Death Claims for which further investigation is not required | Within 15 days from the date of intimation of claim |
| Decision of Death Claims for which investigation is required | Within 45 days from the date of intimation of claim |
| Health Claims | |
| Initial approval for cashless claim | One hour from receipt of request |
| Final approval for cashless claim | Three hours from receipt of discharge authorization request from the hospital |
| Decision of Claims (other than cashless) | 15 days from the submission of claim |
| Grievance Redressal (from date of registration of the grievance) | |
| Acknowledge a grievance in case of acceptance | 3 working days |
| In case of non-acceptance | Within 5 working days along with reasons |
| Disposal of grievance | Within 15 days but ordinarily not later than 30 days of acceptance of complaint |
Get easy access to information and effective grievance redressal with us.
Our grievance resolution process is carried out by senior officers, and we aim to resolve your queries and problems in the prompt and most efficient manner.
You can read more about our Grievance Redressal Policy here.
Submit your concern following the matrix below -
Level 1
Complaints Redressal Officer (CRO): Mr. Jayesh Dave
Email: ifsccomplaints@iciciprulife.com
ICICI Prudential Life Insurance Company Limited, IFSC Branch Unit No. GA-31, Seat Nos. 1 to 4. Ground Floor, Pragya Accelerator, GIFT City, GIFT SEZ, Gandhinagar, Gujarat-382355.
If you are not satisfied with the resolution you receive, you may approach Level 2 of the Escalation Matrix.
Level 2
Complaints Redressal Appellate Officer (CRAO): Ms. Ashwini Bondale
Email: ifscCRAO@iciciprulife.com
If you are not satisfied with the resolution, you may approach Level 3 of the Escalation Matrix.
Level 3
If your concern remains unresolved, you may approach the Insurance Ombudsman for redressal Address of the Insurance Ombudsman Office: Jeevan Prakash Building, 6th floor, Tilak Marg, Relief Road, Ahmedabad -380 001
Tel:- 079 - 25501201/02/
Email: oio.ahmedabad@cioins.co.in
Jurisdiction of Office (Union Territory, District): Gujarat, Dadra & Nagar Haveli, Daman and Diu
Level 4
if the complainant is not satisfied with the decision of the Company, the complainant may file a complaint before the Authority through an email to grievance-redressal@ifsca.gov.in within 21 days from the receipt of the decision from the Company.
REACH OUT TO US:
Have questions or need assistance?
Call us on 1800 209 9777
Email: customercare@iciciprulife.com
“20 crore lives” figure is computed based on the number of lives covered under retail and group insurance business separately.
W/II/1786/2025-26
