In a vast organisation like LIC,
catering to the various needs and
aspirations of millions of policyholders,
grievances of customers do arise
occasionally. In order to redress these
grievance LIC has established an elaborate
Grievance Rederessal Machinery and the
details are as under:
Grievance Redressal Policy
I) Grievance Redressal
Grievance Redressal Officers
have been designated at all levels of
the Organisation :
At the branch level:
The Sr/Branch manager Click here for the list
At the divisional level:
Manager, CRM Click here for the list
At the zonal level:
The Regional Manager CRM Click here for the list
At the Central level:
The Executive Director CRM/Chief(CRM) Click here for the list
For P&GS policies:
At the Zonal level:
The Regional Manager (Pension and Group
Schemes) in case of P&GS.
Policyholders can personally contact
these designated Officials and seek
redressal of their grievances.
The respective Grievance Redressal
Officers are available at their Offices
for personal interviews with the
customers on all Mondays between 2.30
p.m. to 4.30 p.m., except on holidays
without prior appointment.
Customers can meet the Grievance
Redressal Officers on other days also
with prior appointment.
The names of the Grievance Redressal
Officers are displayed in the respective
Offices and are periodically published
in the local newspapers.
II) Claims Dispute Redressal Committees:
The Corporation settles a large number of Death Claims every year and adopts fair practices in the matter of settlement of claims. It is not the policy of the Corporation to repudiate a genuine claim. Furthering this cause, LIC pioneered the initiative of introducing an internal review mechanism in the year 1979 to give an opportunity to the claimants to appeal for review, whenever a claim is repudiated. The Claims Dispute Redressal Committee is functioning at the Corporate Level and all eight Zonal offices. The Central Office Claims Dispute Redressal Committee [CO CDRC] is functional at Central Office, Mumbai and the Zonal Office Claims Dispute Redressal Committee [ZO CDRC] is functioning in all Zonal Offices located at Delhi, Kanpur, Bhopal, Kolkata, Chennai, Hyderabad, Mumbai and Patna.
The Committee consists of senior officials at the Zonal/Central Office and a retired District/ High Court Judge.
Whenever a claim is repudiated, the claimant is explicitly informed of the grounds of repudiation and provided with the address of the Zonal Office Claims Dispute Redressal Committee (ZO-CDRC) to prefer his/her appeal.
If the decision to repudiate the claim is upheld by the said Committee, then depending on the net claim amount, the claimant is either provided with the address of the Insurance Ombudsman or with the address of the Central Office -Claims Dispute Redressal Committee (CO CDRC).
Again, if the decision to repudiate the claim is upheld by the CO-CDRC, the claimant is provided with the address of the Insurance Ombudsman to whom the claimant may prefer an appeal. (for details, please click on Insurance Ombudsman)
The internal mechanism for review of repudiated claims adopted by LIC has ensured transparency and confidence in our operations and has resulted in greater satisfaction amongst the claimants and policyholders.
III) Policyholder Councils And
Zonal Advisory Boards:
In all the 109 Divisional
Centres, Policyholders' Councils have
been established. Three policyholders of
the area represent the interest of the
policyholders and interact with the
Divisional Management on consumer
concerns. Similarly, at all the seven
Zonal Centres, Zonal Advisory Boards are
IV) Citizens' Charter:
LIC has adopted a Citizens
Charter through which it reiterates its
commitments to the customers and the
standards for general procedures, the
standards for policy servicing, the
standards for easy access to information
for customers and the standards for
fairness in dealing with the customers
have been laid down.
Report any breach of ethics to our Chief