As per IRDAI (Insurance Regulatory Development Authority of India), the insurance company is required to resolve a grievance within the specified turnaround times (TAT). An acknowledgement is sent to the Customer acknowledging the grievance within T+1 working days (T being the date of receipt of grievance). Once the complaint is acknowledged, the team ensures that final resolution/rejection is communicated to the complainant within 14 calendar days from the receipt of the complaint/grievance. Seek and obtain further details, if any, from the complainant within 7 days. In case, due to complexity of the matter involved, an additional due diligence or investigation is required, an interim communication is sent to the customers with reason specifying timelines for resolution of the complaint. In case the customer is not happy with the resolution provided, he/she may come back within 8 weeks of the date of resolution communicated from the company’s end. Closure of grievance on non-receipt of reply from the complainant if not responded within 8 weeks.

In case customer is not satisfied with the resolution by the touchpoints:- Customer may write to our Grievance Redressal Officer at gro@pnbmetlife.co.in or send a letter to the PNB MetLife India Insurance Co. Ltd., Unit No. 302, 3rd floor, Tower-3, Worldmark, Village Maidawas, Sector 65, Gurugram, Haryana-122018. Further, in the event a customer is not satisfied with the resolution provided by the Company or have not received any response, he/ she may contact the Insurance Regulatory and Development Authority for resolution through the grievance website.

In case customer is still not satisfied with the decision of the above escalation matrix, customer may contact the Insurance Ombudsman.

To download PNB MetLife Grievance Policy click here.