Reliance Life Ins Co Ltd

ReLI/n^Nce Life InsuranceArl,ii Dhirubhai AmDar,s Group

peLjNceA-iiI. Ohlrubhc i Arnb. ni Group

A Rebiance Capital Company

ife Insurance

Policy on Redressal of Policyholders' Grievances

ReLI/n\Nce Life InsuranceAnil Dhirubhai Ambani Group

Customer Touch Points:-

A Reliiance Capital Company

Following are the various touchpoints of RLIC through which our Customers

can get in touch with us -

• Reliance Life Insurance Branches

• Contact Center - 30338181(local charges) / 1800 300 08181(toll free)

• Website - http://www.reliancelife.com

• Email - [email protected]

• Snail Mail - Reliance Life Insurance Company Limited, "H" Block, 1st

Floor, Dhirubhai Ambani Knowledge City , Navi Mumbai Maharashtra

400710, India

These details are mentioned explicitly in our Policy Document and also in

all our customer communications.

Process of handling

Policy Holder may wa_k-in at our Branches, call us at the Contact Center or

write to us with their query. The receiving unit will do the preliminary

level of investigation by way of asking certain probing questions and

according to the nature of Query, either provide the information

immediately or categorize them correctly, so that they can be processed by

the respective back-end units. In the event, resolution or information is

not provided immediately, the Customers are provided with a system

generated Service Request number from the CRM -

a) For his future reference

b) To convey that we have acknowledged his Request or Complaint.

This is provided either across the counter at the branch / contact centre,

or in the event where we have received the complaint through email or snail

mail - either through a call back or by sending an interim response to the

email id or to the communication address.

Tools used for handling and monitoring

All front.l_ne contact points use a high:-end CRN too .'or recording <.very

interaction with the Policy Holder.

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ReLIAA Nce Life InsuranceAnil Dhtrubhal Ambani Group

The CRM is helpful in

• Detailed & correct recording of interaction.

• Future reference.

• Ensuring correct assignment of interaction for faster and accurate

resolution

Our Definitions of a Query, Request or a Complaint (QRC)

Quer :Query is a question or doubt that arises in the mind of our Customer which may or

may not require a reciprocal action that needs to be taken at the end of the

interaction. These are usually queries that can be answered/ resolved

immediately. Like Branch Address, Premium Payment options, Fund Value etc.

Request:

Req, esc is a specific requirement that is expressed by our Customer which has a

pro-defined outcome and needs an action to be taken at the end of the

interaction. For example - Updation of Contact details, Funds Switch, Top Jps

etc.

Complaint:

The cause of most complaints is failed expectations. It could have been something

we said, or failed to say. It could be something we did or didn't do. Or maybe

our Customer is simply confused or unaware. Whatever the complaint, they are

usually unhappy because they expected something from us that didn't occur and

from their perspective, needs to be remedied. We take each of this as an

opportunity - a) to quickly acknowledge and respond, b) resolve the issue and

correct our processes, and c) educate our Customer in the evert of it not being a

valid grievance.

Resolution Process - Broad Details

All teams are responsible for providing assistance to our Customers, in

resolving their Query/Request/Complaint (QRCs) within specified timelines.

The frontline teams at Branches or the Contact Center use the Customer

Relationship Management (ECRM) system for recording every Policy Holder's

interaction. The CRM, auto generates an SR (Service. Request) number, which

is communicated instantly, as an acknowledgement.

These QRCs depending on their type and complexity are divided between Green

and Red Channels. The TATS for resolutions of QRC under the Green Channel

is maximum 2 business days and for the Red Channel is a maximum of 7

business days.

For the ones under Green Channel, which is approximately 85% of the total

QRCs, the frontline processes the transaction in Life Asia (the core

Insurance system) and generates the confirmation letter / financial

statement along with service request number and dispatches / hands over the

confirmation letter to customer.

Once the request is processed or the complaint is resolved, the request or

complaint is closed on CRM. Depending upon the type of QRC, an appropriate

response through SMS confirmation is sent to the Customer to his or her

registered mobile number.

Exception Handling - Broad Details

ReLI/n\Nce Life InsuranceAnil Dn,runhai Ambani Group

A Retiiance Capital Company

All grievances which reach us through Senior Management (Chairman, CEO and HODs),

Regulators (IRDA, Life Council, Ombudsman) or Legal & Compliance, are termed as

`critical'. These are serviced by a specialized highly empowered team, which

works on a 24 to 48 hours resolution TAT.

Every Customer with a critical grievance is contacted back immediately on receipt

of the complaint.

At every step of the resolution process, the customer is constantly updated of

the progress and status of his grievance.

The grievance is not closed, till such time the Customer expresses receipt and

satisfaction over the resolution provided.

The team works with the local risk and compliance teams, to provide an

appropriate and timely resolution to the Customer.

Process Flow Diagram

Quen. Request and Complaint Resolution Process

C

< R eceipt and login ofStan In tetaaiun in CR\4

cc

-= r Interaction isU So resolved upfmm

c I I' IouchpomZ

Create a new interaction wi eReter Knosskedge Reposums

Mourner requestdetails of cuCRM, update the Icgac sy stem

rrect cco from interaction in the CRAI

ient lethe interaction matn'. all to the relevant function

and cl ieale resolution to mandaton mibrmanon to he for resolutionthe customer '

provided as per CRNI checklist.

Rcsp<mse scullRe, ico and work on the es the Roques I ate interim Update the

l tat strequest or Wmplaou auto - require a higher TAT Yes response in CRAI resolution in the

reso u ion s ucnmmumeated

assigned b\ the CRAI for resolution ' interaction CRAI interactionto the cuuomet

ca. c

a5Nc

^L

e

n v

C =} Update the resolution in the

CRM for any futureEnd

reference and close the

interaction

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ReLI/n\NCe Life InsuranceAnil Dhirubtiai Ambani Group

Internal Monitoring and Review Mechanisms

• Periodic MIS from the CRM, shared with respective Unit heads with detailed

RCAs on Customer Complaints

• Customer Complaint numbers with detailed Cause and Effect analysis and

Adherence to Resolution TAT, reviewed in morthly p resideno re-.-iew and are

shared in the quarterly board meetings.

Our Core Service Strategy

Delivering WO

ProactivelyInform (closeloop) -

- SMS

- E Mail

J First TimeResolution(On SpotFulfillment)

,. Life insuranceWOW~

On Consumer Education on `how and where to contact us' and overall Awareness

Customer Communication Channels

• SMS or iss.jarce wi-h Basic Policy Details - like Policy No., S.A.,

Policy T erm and " 'ype - Single or Regular

• Premium reminders sent through physical mailers, followed by IVR

based reminders followed by Voice based calling.

• Empower Customers through Self Help channels such as Portal and IVR

to know Policy Status, Pay Premiums , Place Requests and know Fund

`^.alue.

• Every Customer Communication - email , reminder mailer etc. carry

details of Portal and information on other touch points.

ReLI/n\NCe Life InsuranceAnil. Dturubhai Amhani Group


Customer Communication channels - Printed Material and Portal Related

Exhibit 1:- Saes brochure scanned copy

c Ciearly displays all our Contact points

• Exhibit 2:- Application form

o Requires specific signatures, depending on whether it's a

Single or a Regular Premium Policy

• Exhibit 3:- Policy Document Cover -

o Clearly displays all our Contact points

• Exhibit 4:- Policy Document -

o Scanned copy of The detailed step by step process specific to

Grievance Redressa_

• Exhibit 5:- Reliance

o a) Screen shot

are mentioned

o b) Screen shot

specific link

o c) Screen shot

Lifeline - Customer Portal

of Front Page Top half where the contact nos.

of Front Page Bottom half, where there is a

for `Grievance Redressal'

of the Grievance Redressal page on our portal

• Exhibit 1 :- Sales Brochure scanned copy

learly d_spiays al=. our cor:tact points

ReLIA C Life InsuranceAn il Ohlrub»ar Ambani Group

sms AUTO to 55454

Registered Office: B Block. 1st floor, Dhirubna :.Arrrnani Knowledge City

Reliance Life Insurance Company Limited (Req. No 121)

Nay, Murrsna. Maharashtra 400710, India

• Customer Care Nurroer : 1800 300 0 8181 & 3033 8181• email rtife_customerserviceQ)retianceada_com

Website: www.reliancelife.com

Thu product brochure awes the saUent featu-er, of the plan only. Fo- further details onall the condtiorts exclusions -elated to Reliance Supe - Automauc Investment star.please coma- otr Insurance Advisors.

UIN (o- Reis-,ce Suler Aurrnnc live. -rr_ rt Por '2? LG36iT1 Reiurce Maior Suo,c. Bmefr.«eiec 1- 1130 VO *Reiance Crtici Cardt - : 25) Rine t 2' a01CV01. Reluree Term es^•rxarcc Bem_rr. Ricer: 121 CMCJV:3! . Meân_e A . ceidersaa' Gait & TmaL and Permare+KU abre * rn: W d-- ' 21CCG2V01

IInsurance is the subject matter of the wti_itaeon;

ReLI/n^NCe Life InsuranceAnil Dhirubhai Ambani Group


Exhibit 2 :- Application form -

Requires specific signatures, depending on whether it's a Single

or a Regular Premium Policy

ReL1ANce Life InsuranceAnil Dhirubhai Ambani Group

Common Proposal Form for Life Insurance - Linked PlanIn case o ' Unit-Linked Policy the irwestments risk in iwestment portfolio is borne by the Policyholder.

CDAfC4/BM soda CA Erec/SM Carl. FOS Coda POS/Advisor Conn

i I __i.._.i -t 1 1 1 l _J. _r A... A- _I-1 1J.. 1 7-Cheat No or the Lite to be Assurtid _nent Nc of the Nominee Client No of Me Rvpowl

..._1 I I ( 1 ..!_.. 1 IAmount [ 'wpcrsitud

hoard Date Iddmmyypt I

L .._1 _._L.._I I 1... .1. ._... I..._....1.. 1 i l _. _.J......_...1

Bachdatirot D a t e ' except ULIPI Iddntrnyyyy! Conu xt Number

I I ,..,,I 1 I I i 1... I I I I I I_._ - _

Fn,t insurance wrth Raban i, Life Insurance

Bank Code Receipt Number

Subsequent Insuanse with Reiiance Llfo lnsurancr

Senultano-pis application number

Inportrt Guid.lines : 1. Form is to b(41104 in by the Proposer himself/herself In the event the Protocol is unable to f hlthe form due to irdbitm; to roast or urxkxstard the unauaae, the

help of a person other than the advi-Av/our empicyeu/rtsurance Mermediary May be used. ( ROW to rwclaration hsr sgrarrcf in vernacular or for unaai eta tenons on paoe 4 1 2 Before

filling up the tom please read the sad.. bbclurre ao understand tire teatrirp . benefits. advantages terns and conditions or Me product, 7. If Me swce toordeu err Me form is ism stafficwm

for pmvideir1 the details please i tacn separate stmts 4- Commoncerrstrst of Me risk shall be effi<thie from the date of acceptance of the risk by the Company ( In case whore Lice Aswvd

is minor peruse read respect(ve product sates brochure) S. At dOtads are mandatory and should be feted completely inCkiding omsil ID. mobile number, etc. 4 As per IRDA to delves on

Anti Money Launckrln g (AML). seemurn receipts by wav of cash are restricted to INR 50. 000/ - per month It premium is equal to or more than INR 1.00.000/ - p.a. by any mode of

payment evirsen(s• of source of rands /Income t for Premium paymwst) i.e Income proof documents . needs to be submitted 7, uutomers are advised not to nand wer cash to Reliance

Late Irswrance Aweor, to meet the prenwm dues nnckidmy initial txertams). Customers are requested to visit the nearest Reeance Life Insurance Branch to deposit the cash directly with

the brancs. (.rd landed to Reliance Life irrwrance Advisors is at :.ustorners own risk , Please ensure that you obtain a receipt for the cash handed rarer. 6 Encashment of cheque does not

mews the policy has been accepted, and the Company reserves the rght to call for addtionar req&erernerts . If any 9. Form should be filled a '% 'black ink and it block lttbon only

t. Ufa to be Assured Mr Ms.Full Name I

Father'. Name:

Gender : Male Female Date of Birth (dd/mm/yyyy) I

DEc IIN<TION BY UFETO*E 5URED/ POLZYRMMR/ PROPOSER

I ! Marital status

Pnrpd 1.,:l lot- lddmrnl y;Y r

Single Mxued Widow(er),

I and rstand and aoree that the statemerts in this proposal forrn shall be the basis of the contract between me and Reliance Life. Insurance Company Limited I"Me Company")

and that 'f airy statement:, mad- by me are urorue or inaccurate or if any of the matter mater rat to the proposal is not disclosed b. rrse then the Compan; may cancel the

contact aril all the p emums paid. tell be. itxrarted

t anise that I wit inform the Crmprry if between the dat.' of this proposal and thv data of the issuance of polio.

n If thane i, any change or my general health , occupation. or financial position or.

n if an,• other p rol.rsai ?r application to am other insurah : e Company on rim ; life is dedined!pestpene] a' accepted other than standard tams so that time Company ma,,

nwrr d.-r the terms of aa:eptan cc . I understand that If I fail to do so. than tire _s-rnpally viva: uteri the contact and all this pi en riums paid. will t fr?fvited

n Further. i a,P .oiiz- RHinnce Life lnsuian•:- Lori rr: Limited to charge army occupation aya eoira c is udrxe the sure assured ,r m pmt+:•sal t as_ i -i, the rim n-•rr vatic: pi n:idaP.

by nr- and the ut I xtma documents sutrnttad with this proposal Bert

I herein authorsze R ern..? Lila Insuwrro i nnfure Lirnited to cond'Jrt srreenrrolydnfinuttrJnrr of 'n atior if ,veldt :tstrn .h• f I 515 50 i is I 1 .... r.

. M i t, W d te t c t u b ti too s r• r a ,.ytur.yoicx tests inswdn sv ethrough n*?dical re.amrnxion:which ma. in•:ludc LaMvat ly te;xs, Cardiac. Radblogrcai rwestiwti.ns and Other rr*nfrKtii?n:. I hereb, owe my cr,•nsarrr to under?' H1'1 . test h; ELISA method I an, aware, that tom lost Is only for s(, ecmn? purpose and not conttarwoy for HIr/AIDS.

In order to enaolr rho Cc'mpan`: Sc- assets thr• rail Under the, proposal and an, time thereafter. I herein; autnrOe tit= 0,s. and present erripVJpiri s)/Castles:

assn ateimodical pier<trtionai fir spiSal and rnodical source fry Id and non-hie insuran•:e Oxnpan;/organisatr,•n or Liff Insurance Association to ralaase to the. Company the

I declare Mat the srar rnertta ._ontracth _. :taro„

I ha, r<a4 t ,.... i -.pored Nan ant rte u "derstood the terms and c n d2¢•ns of the 9sn along wO1r tiro associated ruk a rid ben

For Req•ular Premium Policyholder> only - Please note this is a regular premium policy and you would need to pay prenaiurn for __ years.

Signature of Proposer

'Si^naturc •:f 'fitness Src•nature/ Thumb Irrtprasslon of the LA Sianerura' Thumb Irryrosslon of the Proposer

Name Name Maine

Address. ddress Addres:-

Cate Date Date 3

Iae: Ca ::F - e..::.i;at s-:c t r'F ,ricc

ReLII NCe Life InsuranceAnii IIFtk;ubhai Ambani Group

• Exhibit 3 :- Policy Document Cover -

- Clearly displays all our contact Do_r:rs


ReLIANCe Life InsuranceAnil Dhirubhai Ambani Group


Exhibit 4:- Policy Document -

Scanned copy of the detailed step by step process specific to

Grievance Redr.essa_

assurer ami stamp charges incurred in teat comtauort

Grlevaiat Rcdressal

Step 1 In the event of the Policy holder having any ioievance undo, this lxdir:, a reterence mac be made at the following Much posits of the sampanv -

n 24 hours contact center Sit Si x 181 i Local charges applicable, & Ira u l St u) tttt 181 (Toll Fret, Number, • E-mail ,life.customerservicet reiianceada.com

• 55 rite to: Reliance I.ih I ust o ivi Service. Reliance Life Insurance (unipanv Linitedli Block. 1st Root. Dhirubhat Anibam Knowledge city. Navi Munibat. Maharashtra 4tu? 711). India

n Neatest Reliance Life Branch and contact the c:ustonler Service Executive

We will respond within 10 business days front the date of receil* of the Policy Holder's conrntunication

Step 2: In the event. of not receiving; a satisfacton response within Ill business days, a further reference may lx made to our Grievance Rcdressal Officer at

ritfe.gdevanceredressalCmrelianceada.com.

We will respond (thin ^ business days tricot the date of receipt of the Policy liofdo"s communication

Step In the event of not reeetyuag; a sttisfacton rssponse within S business days, a further reference may he made to our Chief Executive Officer at

[email protected].

we will respond within ' business days from the date of receipt of the Pol icy Holders communication

If after having tollolved Steps I. 2 and 1. the issue remiss unresy>Iced, a further reference maybe pride to the Insurance ombudsman r_ontact details provided on

page It"

ReLIln\NCe Life InsuranceAnil Dnirubhat Ambani Group

Exhibit 5 (a) -

A Retiiance Capitat CompanyI

Screen shot of Front Page Top half where the contact nos. arementioned

Address c_ http:Ilwww. reliancelfe . com/rliclindex.aspx

Q - Search - HII

sic C;kx

A Reliance Capital Company

Our Plans

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.^ Child plan14

Exhibit 5 (b) -

for grievance Redressal'

protection child investment retirementplans plans plans plans

Financial Ilerd. Planner

7,

Screen shot of Front Page Bottom half, where there is a specific link

Reliance Secure• Child Plan

Sotudens for Indivit4uals

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.',tan tgdp tor a hap0'r t0rre rr;)1e'^

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Relr-:nê: Lne':nsu ance- r:ompany Limited, Rejd Office H Block, 1st Floor, Dhvanha, Ambani knowiedge City, Novi MW T101--.1, f4anarasrtra - 400710, IndiaInsrxa1) c. r tt,r, : ;k red matter of the na: Uion Rekmce Lhe kisurarrce C wtrpany Limed r licensed life a ar a company rectistereo With theIncurar c P a,.kn - .nit Development (R•ccu,strat€on to 121) in accu d:,nc 'will the provision; ct the I rice Act 1038

ReLI, NCe Life InsuranceAnil Dhirubhai Ambani Group


Exhibit 5 (c) -Screen shot of the Grievance Redressal page on our portal

Home > Grievance Redressal

Grievance Redressal

At Reliance Life Insurance , we believe in providing the best of services to our customers and channel

partners . We provide easy access to information , products and services , as well as the means to get their

grievances redressed.

Resolving your problem helps us review our processes and take necessary steps to prevent recurrence.

VVe aim to respond to your complaint with efficiency , courtesy and fairness.

In case you are dissatisfied with any of our services , please feel free to contact us -

Step I

24 hr contact center - 30338181 ( local charges applicable) a 1800 300 08181 (toll free)

E Mail: rlife customerservicetcDrelianceada.com

Write to -

Reliance Life Customer ServiceReliance Life Insurance Company Limited

H Block, 1st Floor,Dhirubhai Ambani Knowledge City

Navi Mumbai

Maharashtra 400 710

India

. Visit the nearest Reliance Life Branch and speak to the Customer Service Executive

VVe will respond to you within 10 business days from the date of receipt of your communication

Step2

If the resolution you receive does not meet your expectations , please write to our Grievance Redressal

Officer at rlife grievanceredressalCiarelianceada.com.

VVe will respond to you within 5 business days from the date of receipt of your communication.

Step 3

If you are still not satisfied with the resolution you receive, please write to our Chief Executive officer at

rlife ceo(Wrelianceada.com.

VVe will respond to you within 2 business days from the date of receipt of your communication.

If after having followed Steps 1. 2 and 3, the issue still remains unresolved, a further reference may be

made to the Insurance Ombudsman................................................................................................................

Life Insurance Stour cil I Ombudsman I D Not Call Registryions I Privacy Policy I t^^vafê t3edressal I I I

This link connects to the

IRD.\ Omburdsman site

r ,: t'e, -Page.

.#:Gr1lE:.C Cat(

Documents

Reliance Life Ins Co Ltd