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CLAIMS SETTLED Rupees 2,913 Crores Claims Settled from Inception till June 2017.
Claim Board
Grievance Redressal > Process of Grievance Redressal
Vision paper on Grievance Handling
  • As we are dealing with human lives there will always be difference between perspective and delivery.
  • We strictly believe that Customer satisfaction leads to long-term relation and business.
  • The customer can send his grievance to us either in writing or through our website/ E-mail/ Fax/Letter/Courier.
Philosophy
To handle customer grievances, HDFC Ergo Health (formerly Apollo Munich) Health intends to implement a system where we target:
  • Document issuance ratio of 100%.
  • Non-Suit Claim settlement ratio of 100%.
Our grievance cell has representatives in all regional and branch offices. The customer can approach this cell every Friday from 3-4 PM in any of our offices. Our representatives have been trained to handle your grievances with empathy and concern.
Please Note:
  1. All grievances will be acknowledged within 3 days.
  2. All couriers and fax will be answered/acknowledged from the respective regional/branch office.
  3. All grievances from walk-in customers (only Fridays) will be acknowledged there and then.
  4. Based on the type of grievance, HDFC Ergo Health Insurance Ltd. (formerly Apollo Munich Health Insurance) will try to provide solution within 2 weeks.
  5. In case there is no revert on your query within 2 weeks, the customer will have the right to approach the Head of Grievance Cell by clicking here.
  6. The Head of Grievance Cell will acknowledge the receipt of grievance within 3 days of receipt.
  7. Head Grievance Cell will respond to the grievance with a possible solution within 2 weeks of receipt.
  8. In case of no revert or the insured is not satisfied with the reply, he/she has right to approach other forums e.g. Insurance Ombudsman, Consumer Court, Court of Law.
  9. IRDA Grievance Call Center Toll Free Number: 155255, Email ID: complaints@irda.gov.in
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