PIBS Grievance Policy

Grievance redressal

We have formulated an escalation matrix to ensure that Your concerns are routed and addressed by the right team. You are requested to read and understand the below escalation matrix to ensure a timely redressal of Your concern.

We recommend You to carefully go through our help pages that provide self-help to our customers. For queries and concerns that are not addressed through the help pages, You can contact our customer support team through phone, email or through PhonePe App.

Our in-app support channel is able to resolve a vast majority of customer complaints. In any uncommon scenario, where You wish to escalate the concern to next level, You need to ensure that You have already exhausted the previous level(s) and Your concern remains un-resolved or not resolved to Your satisfaction.

Service Levels

Level – 1

1. Complaints Registration:
   1. You can register your complaint with PhonePe Customer Support by clicking on the (?) icon on the home page of the PhonePe App.
2. Resolution of Complaints:
   1. PhonePe and the insurance partner shall take adequate steps for the redressal of grievances of its clients.
      Resolution TAT – 14 days.

Level – 2

1. Complaints Registration:
   You can access any of the following channels to escalate your complaint.
   1. Register a complaint on https://support.phonepe.com
   2. Call our customer support center on 080-68727888 / 022-68727888.
2. Resolution of Complaints:
   1. The first response to a user’s complaint – within 24 business hours.
   2. Depending on the root cause of the grievance, it is escalated to the respective team for resolution.

Level – 3

1. Grievance Officer:
   In accordance with IRDAI Regulations and rules made thereunder, the name and contact details of the Grievance Officer are provided below:
   Name: Gowrishankar Subramanian
   Phone: 080-68727888
   Address: PhonePe Insurance Broking Services Pvt. Ltd., Office-2, Floor 4,5,6,7, Wing A, Block A, Salarpuria Softzone, Service Road, Green Glen Layout, Bellandur, Bangalore – 560103
   Working hours: Mon-Fri 10 am to 7 pm.

Level – 4

Registration of Complaints with the IRDAI by Policyholders:
(Only for complaints from the insured or the claimants; If they do not receive a response within a reasonable period of time or are dissatisfied with the response of the company)

1. Can make use of the Bima Bharosa system – IRDAI Portal
   Link: https://bimabharosa.irdai.gov.in/
   (for registering the complaints themselves and to monitor the status of the complaints)
2. Can send the complaint through E-mail to: [email protected].
3. Can call Toll Free No. 155255 or 1800 4254 732.
4. Apart from the above options, if it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:

General Manager
Insurance Regulatory and Development Authority of India(IRDAI)
Policyholder’s protection & Grievance Redressal Department – Grievance Redressal Cell.
Sy.No.115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad – 500 032.