In case of any complaint related to the insurance policy, the branch of Arohan associated with the complainant may be contacted. The branch team shall acknowledge the complaint and facilitate redressal of the same. The customer aggrieved by the insurance products sold by Arohan shall register his/her complaint to Arohan in the following manner:
The Customer can contact their Customer Service Representative or Branch Head by walking into a Branch Office or contacting them at the phone numbers provided in the Centre Attendance Register. A complaint register is placed at the branch where customers can register their grievances.
If the customer is not satisfied with the response received at Branch Level or if they do not receive any response from the Branch in 3 working days, please call our Customer Care Help Desk to register your complaints:
If the resolution provided by the Customer Care Help Desk does not meet the expectation of the Customer or the customer has not received any response, the Customer may write to:
Jayita Basu
Principal officer
Arohan Financial Services Limited,
PTI Building, 4th Floor,
DP Block, DP-9,
Sector-V, Salt Lake,
Kolkata – 700091, West Bengal
Email: po_insurance@arohan.in
The Principal Officer / customer care department shall also follow up with the Insurance company for providing speedy resolution.
If the Customer is not satisfied with the reply provided by Principal Officer, then the Customer may write to the concerned Insurance company by obtaining their contact details from their website or from the Certificate of Insurance shared with the Customer by the Insurance Company in hard / soft copy form.
The Insurance Company and Arohan will mutually co-ordinate for end-to-end fair resolution of the complaint within 14 days of receiving all required information and documents.
In-case the complaint remains unresolved by the Insurance Company / Arohan at any point of time, then the Customer can:
- Directly register complaint in the Bima Bharosa Portal - https://bimabharosa.irdai.gov.in/
- Use the complaint online through IRDAI’s Integrated Grievance Management System (https://igms.irda.gov.in)
- Call IRDAI on: Toll Free Number 155255 or 18004254732
- Send the complaint through Email to complaints@irdai.gov.in
- Write to Insurance Regulatory and Development Authority of India (IRDAI),
Policyholder's Protection & Grievance Redressal Department – Grievance Redressal Cell. Sy No.115/1,4th floor, Financial District, Nanakramguda, Gachibowli, Hyderabad –500032
If the Customer’s complaint still remains unresolved, the Customer can reach out to the Insurance Ombudsman.