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Edelweiss Tokio Life Insurance is a partnership between Edelweiss Financial Services Ltd. and Tokio Marine Holdings Ltd. and was established in the year 2011. Since then, the company has scaled great heights and gone on to win various accolades and awards. It provides a wide range of insurance products to its customers and also boasts of an extensive customer care service as well.
A customer can avail this facility by visiting the insurer’s official website. He/she can locate an ‘ask us’ icon located on the bottom right of the page, clicking on which there will be six icons, in which one of the icons will be ‘request a call back’ option. On clicking the icon, the person will have to provide his/her name and mobile number and click on the Submit button. A customer care agent will get in touch with the person by contacting him/her on the mobile number provided.
In the ‘ask us’ section, one of the icons is the chat icon, clicking on which, a dialogue box will open. The person can then type his/her query and hit enter. A customer care agent will start chatting with the person and will help in resolving the issue.
On clicking the ‘contact us’ option, there will be two options provided to the customer, which are branch locator and enquire with us.
One of the six icons that a customer will come across is the ‘share your problem’ icon, clicking on which, he/she will be provided with two options, which are:
The insurance company has set up a grievance redressal mechanism which aims to resolve any issues faced by its customers. A three-step mechanism is there to help the person about which all the information are given below:
Step 1: The customer can call the toll-free number 1- 800- 2121- 212 which is open 24x7 from Monday to Sunday. He/she can also send an email to complaints@edelweisstokio.in or care@edelweisstokio.in. The customer can also write his/her complaint and post it to the given address below:
Customer Care, Edelweiss Tokio Life Insurance Company Limited,
3rd & 4th Floor, Tower 3, Wing ‘B’,
Kohinoor City Mall, Kohinoor City, Kirol Road,
Kurla (W), Mumbai - 400070
Step 2: If the customer does not get any response within 2 weeks of the date of the complaint or is not satisfied with the solution, he/she can contact the Grievance Redressal officer by calling on the number +91 22-71013322 anytime between 10:00 a.m. and 7:00 p.m. from Monday to Friday (except national holidays), or send an email to GRO@edelweisstokio.in or write a mail and post it to the address given below:
Grievance Redressal Officer, Edelweiss Tokio Life Insurance Company Limited,
3rd & 4th Floor, Tower 3, Wing ‘B’,
Kohinoor City Mall, Kohinoor City, Kirol Road,
Kurla (W), Mumbai - 400070
Step 3: If the customer is not satisfied with the solution provided, he/she can get in touch with the Chief Grievance Redressal Officer by sending an email to cgro@edelweisstokio.in or send a mail via post to the address given below:
Chief Grievance Redressal Officer
Edelweiss Tokio Life Insurance Company Limited
3rd & 4th Floor, Tower 3, Wing ‘B’, Kohinoor City Mall,
Kohinoor City, Kirol Road, Kurla (W)
Mumbai - 400070
If the customer still hasn’t received a satisfactory response from the Chief Grievance Redressal Officer, he/she can then get in touch with the Grievance Cell of the Insurance Regulatory and Development Authority of India (IRDAI) and contact an Insurance Ombudsman Officer.
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