Escalation Matrix

Know the escalation matrix to report your query to a higher level executive if it is not satisfactorily resolved.

Step 1: Submission of your query

You will have to raise your query with any of our service channels given below. You will receive a detailed response within 7 days.

Login to www.maxlifeinsurance.com and register your query with us at service.helpdesk@maxlifeinsurance.com or call us at our toll free number
1800 200 5577.

Please provide us with your name, mobile number, policy number (incase you are an existing customer) for quicker resolution of your query.

Step 2: Escalation, if the query is not resolved within 7 days

If you have not received a satisfactory response from the channels as per Step 1, you can escalate your query to Manager.Services@maxlifeinsurance.com or call us at our toll free number 1800 200 5577.

Please mention the query reference number assigned to you for speedy resolution.

Step 3: Escalation to a Grievance Redressal Officer

We have a Grievance Redressal Officer to examine customer issues and provide an impartial resolution. If your query has not been resolved to your satisfaction as per Step 2, you can escalate this complaint to Ms. Julie Goswami (Corporate Vice President - Customer Service & Policy Owner services) by writing to us at care@maxlifeinsurance.com.

Please mention the query reference number assigned to you for speedy resolution.

Step 4: Insurance Ombudsman

Incase you are still not satisfied with the resolution you can write in to the Insurance Ombudsman using the attached formats and send to your local Insurance Ombudsman office.

For further clarification please email at service.helpdesk@maxlifeinsurance.com.

Annexure VI - Letter to be received from Ombudsman
Annexure VI-A  Complaint Format
Annexure VII-A Consent Letter for Mediation

 
 
 
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