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Escalation Matrix

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

 

Do you have any query/complaint regarding your Online Plans purchase?

DO YOU HAVE A QUERY ?

If you have any questions regarding Online plans purchased through our website,
Email us at online@maxlifeinsurance.com

DO YOU HAVE A COMPLAINT ?

If you want to complaint about any issue that you are facing please contact the complaint.onlineservices@maxlifeinsurance.com

In case you do not get a response along with an expected date of resolution within
3 days please complaint to manager.onlineservices@maxlifeinsurance.com

If you are still unsatisfied with the response from manager online services you
should escalate to head.onlineservices@maxlifeinsurance.com

Do you have any query/complaint regarding your Offline Plans purchase?

Step 1: Escalation, if the query is not resolved within 7 days

If you have not received a satisfactory response, you can escalate your query to Manager.Services@maxlifeinsurance.com
Please mention the query reference number assigned to you for speedy resolution.

Step 2: Escalation to Head Customer Service

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 1, you can escalate this complaint to Head Customer Service by writing to us at care@maxlifeinsurance.com.

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

Step 3: 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.

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

 
 
 
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