Re LI/n^Nce Life A Rebiance Capital Company Arl,ii Dhirubhai AmDar,s Group

peLjNce ife Insurance A-iiI. Ohlrubhc i Arnb. ni Group

Policy on Redressal of Policyholders' Grievances ReLI/n\Nce A Reliiance Capital Company Anil Group

Customer Touch Points:-

Following are the various touchpoints of RLIC through which our Customers can get in touch with us -

• Branches

• Contact Center - 30338181(local charges) / 1800 300 08181(toll free)

• Website - http://www.reliancelife.com

• Email - [email protected]

• Snail Mail - Reliance Life Insurance Company Limited, "H" Block, 1st

Floor, Dhirubhai Ambani Knowledge City , Navi

400710,

These details are mentioned explicitly in our Policy Document and also in all our customer communications.

Process of handling

Policy Holder may wa_k-in at our Branches, call us at the Contact Center or write to us with their query. The receiving unit will do the preliminary level of investigation by way of asking certain probing questions and according to the nature of Query, either provide the information immediately or categorize them correctly, so that they can be processed by the respective back-end units. In the event, resolution or information is not provided immediately, the Customers are provided with a system generated Service Request number from the CRM - a) For his future reference b) To convey that we have acknowledged his Request or Complaint.

This is provided either across the counter at the branch / contact centre, or in the event where we have received the complaint through email or snail mail - either through a call back or by sending an interim response to the email id or to the communication address.

Tools used for handling and monitoring

All front.l_ne contact points use a high:-end CRN too .'or recording <.very interaction with the Policy Holder.

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The CRM is helpful in

• Detailed & correct recording of interaction.

• Future reference.

• Ensuring correct assignment of interaction for faster and accurate

resolution

Our Definitions of a Query, Request or a Complaint (QRC)

Quer : Query is a question or doubt that arises in the mind of our Customer which may or may not require a reciprocal action that needs to be taken at the end of the interaction. These are usually queries that can be answered/ resolved immediately. Like Branch Address, Premium Payment options, Fund Value etc.

Request: Req, esc is a specific requirement that is expressed by our Customer which has a pro-defined outcome and needs an action to be taken at the end of the interaction. For example - Updation of Contact details, Funds Switch, Top Jps etc.

Complaint: The cause of most complaints is failed expectations. It could have been something we said, or failed to say. It could be something we did or didn't do. Or maybe our Customer is simply confused or unaware. Whatever the complaint, they are usually unhappy because they expected something from us that didn't occur and from their perspective, needs to be remedied. We take each of this as an opportunity - a) to quickly acknowledge and respond, b) resolve the issue and correct our processes, and c) educate our Customer in the evert of it not being a valid grievance.

Resolution Process - Broad Details

All teams are responsible for providing assistance to our Customers, in resolving their Query/Request/Complaint (QRCs) within specified timelines. The frontline teams at Branches or the Contact Center use the Customer Relationship Management (ECRM) system for recording every Policy Holder's interaction. The CRM, auto generates an SR (Service. Request) number, which is communicated instantly, as an acknowledgement.

These QRCs depending on their type and complexity are divided between Green and Red Channels. The TATS for resolutions of QRC under the Green Channel is maximum 2 business days and for the Red Channel is a maximum of 7 business days.

For the ones under Green Channel, which is approximately 85% of the total QRCs, the frontline processes the transaction in Life Asia (the core Insurance system) and generates the confirmation letter / financial statement along with service request number and dispatches / hands over the confirmation letter to customer.

Once the request is processed or the complaint is resolved, the request or complaint is closed on CRM. Depending upon the type of QRC, an appropriate response through SMS confirmation is sent to the Customer to his or her registered mobile number.

Exception Handling - Broad Details ReLI/n\Nce Life Insurance A Retiiance Capital Company Anil Dn,runhai Ambani Group

All grievances which reach us through Senior Management (Chairman, CEO and HODs), Regulators (IRDA, Life Council, Ombudsman) or Legal & Compliance, are termed as `critical'. These are serviced by a specialized highly empowered team, which works on a 24 to 48 hours resolution TAT.

Every Customer with a critical grievance is contacted back immediately on receipt of the complaint.

At every step of the resolution process, the customer is constantly updated of the progress and status of his grievance.

The grievance is not closed, till such time the Customer expresses receipt and satisfaction over the resolution provided.

The team works with the local risk and compliance teams, to provide an appropriate and timely resolution to the Customer.

Process Flow Diagram

Quen. Request and Complaint Resolution Process

C

< Re ceipt and login of Stan In tetaaiun in CR\4

c c

-= r Interaction is U So resolved upfmm

c Z I I' Iouchpom Create a new interaction wi e Reter Knosskedge Reposums details of cu Mourner request CRM, update the Icgac sy stem correct c from interaction in the CRAI the interaction matn'. all to the relevant function and client le ieale resolution to mandaton mibrmanon to he for resolution the customer ' provided as per CRNI checklist.

Rcsp

a5 Nc ^L e n v C = } Update the resolution in the CRM for any future End reference and close the interaction

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Internal Monitoring and Review Mechanisms

• Periodic MIS from the CRM, shared with respective Unit heads with detailed RCAs on Customer Complaints • Customer Complaint numbers with detailed Cause and Effect analysis and Adherence to Resolution TAT, reviewed in morthly p resideno re-.-iew and are shared in the quarterly board meetings.

Our Core Service Strategy

Delivering WO

Proactively J First Time Inform (close Resolution loop) - (On Spot Fulfillment) - SMS - E Mail

,. Life insurance WOW~

On Consumer Education on `how and where to contact us' and overall Awareness

Customer Communication Channels • SMS or iss.jarce wi-h Basic Policy Details - like Policy No., S.A., Policy T erm and " 'ype - Single or Regular • Premium reminders sent through physical mailers, followed by IVR based reminders followed by Voice based calling. • Empower Customers through Self Help channels such as Portal and IVR to know Policy Status, Pay Premiums , Place Requests and know Fund `^.alue. • Every Customer Communication - email , reminder mailer etc. carry details of Portal and information on other touch points. ReLI/n\NCe Life Insurance A Reliiance Capital Company Anil. Dturubhai Amhani Group

Customer Communication channels - Printed Material and Portal Related Exhibit 1:- Saes brochure scanned copy c Ciearly displays all our Contact points • Exhibit 2:- Application form o Requires specific signatures, depending on whether it's a Single or a Regular Premium Policy • Exhibit 3:- Policy Document Cover - o Clearly displays all our Contact points • Exhibit 4:- Policy Document - o Scanned copy of The detailed step by step process specific to Grievance Redressa_ • Exhibit 5:- Reliance Lifeline - Customer Portal o a) Screen shot of Front Page Top half where the contact nos. are mentioned o b) Screen shot of Front Page Bottom half, where there is a specific link for `Grievance Redressal' o c) Screen shot of the Grievance Redressal page on our portal

• Exhibit 1 :- Sales Brochure scanned copy learly d_spiays al=. our cor:tact points

ReLIA C Life Insurance Anil Ohlrub»ar Ambani Group

sms AUTO to 55454

Reliance Life Insurance Company Limited (Req. No 121)

Registered Office: B Block. 1st floor, Dhirubna :.Arrrnani Knowledge City Nay, Murrsna. Maharashtra 400710, India • Customer Care Nurroer : 1800 300 0 8181 & 3033 8181 • email rtife_customerserviceQ)retianceada_com Website: www.reliancelife.com

Thu product brochure awes the saUent featu-er, of the plan only. Fo- further details on all the condtiorts exclusions -elated to Reliance Supe - Automauc Investment star. please coma- otr Insurance Advisors.

UIN (o- Reis-,ce Suler Aurrnnc live. -rr_ rt Por '2? LG36iT1 Reiurce Maior Suo,c. Bmefr. «eiec 1- 1130 VO *Reiance Crtici Cardt - : 25) Rine t 2' a01CV01. Reluree Term e s^•rxarcc Bem_rr. Ricer: 121 CMCJV:3! . Me^an_e A. ceidersaa' Gait & TmaL and Permare+K U abre * rn: W d-- ' 21CCG2V01

Insurance is the subject matter of the wti_itaeon; I ReLI/n^NCe Life Insurance A Retiiance Capital Company Anil Dhirubhai Ambani Group

Exhibit 2 :- Application form - Requires specific signatures, depending on whether it's a Single or a Regular Premium Policy

ReL1ANce Life Insurance Anil Dhirubhai Ambani Group Common Proposal Form for Life Insurance - Linked Plan In case o' Unit-Linked Policy the irwestments risk in iwestment portfolio is borne by the Policyholder.

CDAfC4/BM soda CA Erec/SM Carl. FOS Coda POS/Advisor Conn hoard Date Iddmmyypt I Pnrpd 1.,:l lot- lddmrnl y;Y r

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..._1 I I ( 1 ..!_.. 1 I I I ,..,,I 1 I I i 1... I I I I I I_._ - _ Amount [ 'wpcrsitud Bank Code Receipt Number Fn,t insurance wrth Raban i, Life Insurance Subsequent Insuanse with Reiiance Llfo lnsurancr Senultano-pis application number ; to roast or urxkxstard the unauaae, the Inportrt Guid.lines : 1. Form is to b(41104 in by the Proposer himself/herself In the event the Protocol is unable to f hlthe form due to irdbitm or for unaai eta tenons on paoe 4 1 2 Before help of a person other than the advi-Av/our empicyeu/rtsurance Mermediary May be used. ( ROW to rwclaration hsr sgrarrcf in vernacular or Me product, 7. If Me swce toordeu err Me form is ism stafficwm filling up the tom please read the sad.. bbclurre ao understand tire teatrirp . benefits. advantages terns and conditions y the Company ( In case whore Lice Aswvd for pmvideir1 the details please i tacn separate stmts 4- Commoncerrstrst of Me risk shall be effi

t. Ufa to be Assured Mr Ms. Full Name I Father'. Name: Gender : Male Female Date of Birth (dd/mm/yyyy) I I ! Marital status Single Mxued Widow(er),

DEc IIN

Company Limited I"Me Company") I and rstand and aoree that the statemerts in this proposal forrn shall be the basis of the contract between me and Reliance Life. Insurance b. rrse then the Compan; may cancel the and that 'f airy statement:, mad- by me are urorue or inaccurate or if any of the matter mater rat to the proposal is not disclosed contact aril all the p emums paid. tell be. itxrarted t anise that I wit info rm the Crmprry if between the dat.' of this proposal and thv data of the issuance of polio. n If thane i, any change or my general health , occupation. or financial position or. tams so that time Company ma,, n if an,• other p rol.rsai ?r application to am other insurah : e Company on rim ; life is dedined!pestpene] a' accepted other than standard paid. will t fr?fvited nwrr d.-r the terms of aa:eptan cc . I understand that If I fail to do so. than tire _s-rnpally viva: uteri the contact and all thi s pi en riums sure assured ,r m pmt+:•sal t as_ i -i, the rim n-•rr vatic: pi n:idaP. n Further. i a,P .oiiz- RHinnce Life lnsuian•:- Lori rr: Limited to charge army occupation aya eoira c is udrxe the by nr- and the ut I xtma documents sutrnttad with this proposal Bert I 51550 i is I 1 .... r. I herein authorsze R ern..? Lila Insuwrro i nnfure Lirnited to cond'Jrt srreenrrolydnfinuttrJnrr of 'n atior if ,veldt :tstrn .h• f through n*?dical re.amrnxion:which ma. in•:ludc LaMvat ly te;xs, Cardiac. Radblogrcai rwestiwti.ns and Other rr* i icx tests inswdn . Msvi toot, W detes t c r• trua b ,.ytur.yo t nfrKtii?n:. I hereb, owe my cr,•nsarrr to under?' H1'1 . test h; ELISA method I an, aware, that tom lost Is only for s(, ecmn? purpose and not conttarwoy for HIr/AIDS. In order to enaolr rho Cc'mpan`: Sc- assets thr• rail Under the, proposal and an, time thereafter. I herein; autnrOe tit= 0,s. and present erripVJpiri s)/Castles: assn ateimodical pier

I declare Mat the srar rnertta ._ontract h _. :taro„ I ha, r

For Req•ular Premium Policyholder> only - Please note this is a regular premium policy and you would need to pay prenaiurn for __ years.

Signature of Proposer

'Si^naturc •:f 'fitness Src•nature/ Thumb Irrtprasslon of the LA Sianerura' Thumb Irryrosslon of the Proposer Name Name Maine Address. ddress Addres:- 3 Cate Date Date

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• Exhibit 3 :- Policy Document Cover - - Clearly displays all our contact Do_r:rs Re LIANCe Life Insurance A Retiiance Capital Company Anil Dhirubhai Ambani Group

Exhibit 4:- Policy Document -

Scanned copy of the detailed step by step process specific to Grievance Redr.essa_

assurer ami stamp charges incurred in teat comtauort

Grlevaiat Rcdressal

Step 1 In the event of the Policy holder having any ioievance undo, this lxdir:, a reterence mac be made at the following Much posits of the sampanv - n 24 hours contact center Sit Si x 181 i Local charges applicable, & Ira u l St u) tttt 181 (Toll Fret, Number, • E-mail ,life.customerservicet reiianceada.com • 55 rite to: Reliance I.ih I ust o ivi Service. Reliance Life Insurance (unipanv Linited li Block. 1st Root. Dhirubhat Anibam Knowledge city. Navi Munibat. Maharashtra 4tu? 711). India

n Neatest Reliance Life Branch and contact the c:ustonler Service Executive We will respond within 10 business days front the date of receil* of the Policy Holder's conrntunication

Step 2: In the event. of not receiving; a satisfacton response within Ill business days, a further reference may lx made to our Grievance Rcdressal Officer at ritfe.gdevanceredressalCmrelianceada.com. We will respond (thin ^ business days tricot the date of receipt of the Policy liofdo"s communication

Step In the event of not reeetyuag; a sttisfacton rssponse within S business days, a further reference may he made to our Chief Executive Officer at [email protected]. we will respond within ' business days from the date of receipt of the Pol icy Holders communication If after having tollolved Steps I. 2 and 1. the issue remiss unresy>Iced, a further reference maybe pride to the Insurance ombudsman r_ontact details provided on

pa ge It" ReLIln\NCe Life Insurance A Retiiance Capitat Company Anil Dnirubhat Ambani Group I

Exhibit 5 (a) -

Screen shot of Front Page Top half where the contact nos. are mentioned

Address c_ http:Ilwww. reliancelfe . com/rliclindex.aspx 7,

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Exhibit 5 (b) -

Screen shot of Front Page Bottom half, where there is a specific link for grievance Redressal'

Reliance Secure • Child Plan

Sotudens for Indivit4uals Solutions for *mup

L Financial Heeds Planner Neanll Cornlect rrrr , l t. _ I w ai: wye, e,,o :., no ..wa /^ , cdu.,atvu _ 0e. V .:. .',tan tgdp tor a hap0'r t0rre rr;)1e'^

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Relr-:n^e: Lne':nsu ance- r:ompany Limited, Rejd Office H Block, 1st Floor, Dhvanha, Ambani knowiedge City, Novi MW T101--.1, f4anarasrtra - 400710, India Insrxa1) c. r tt,r, : ;k red matter of the na: Uion Rekmce Lhe kisurarrce C wtrpany Limed r licensed life a ar a company rectistereo With the Incurar c P a,.kn - .nit Development (R•ccu,strat€on to 121) in accu d:,nc 'will the provision; ct the I rice Act 1038 R e LI, NCe Life Insurance A Reliiance Capital Company Anil Dhirubhai Ambani Group

Exhibit 5 (c) - Screen shot of the Grievance Redressal page on our portal

Home > Grievance Redressal

Grievance Redressal

we believe in providing the best of services to our customers and channel At Reliance Life Insurance , as well as the means to get their , products and services , partners . We provide easy access to information grievances redressed.

Resolving your problem helps us review our processes and take necessary steps to prevent recurrence. courtesy and fairness. VVe aim to respond to your complaint with efficiency ,

please feel free to contact us - In case you are dissatisfied with any of our services ,

Step I ) a 1800 300 08181 (toll free) 24 hr contact center - 30338181 ( local charges applicable E Mail: rlife customerservicetcDrelianceada.com Write to -

Reliance Life Customer Service Reliance Life Insurance Company Limited H Block, 1st Floor, Dhirubhai Ambani Knowledge City Maharashtra 400 710 India

. Visit the nearest Reliance Life Branch and speak to the Customer Service Executive of your communication VVe will respond to you within 10 business days from the date of receipt

Step2 please write to our Grievance Redressal If the resolution you receive does not meet your expectations , Officer at rlife grievanceredressalCiarelianceada.com. within 5 business days from the date of receipt of your communication. VVe will respond to you

Step 3 write to our Chief Executive officer at If you are still not satisfied with the resolution you receive, please rlife ceo(Wrelianceada.com. of receipt of your communication. VVe will respond to you within 2 business days from the date unresolved, a further reference may be If after having followed Steps 1. 2 and 3, the issue still remains made to the Insurance Ombudsman......

Stour cil I Ombudsman I D Not Call Registry ions I Privacy Policy I t^^vaf^e t3edressal I I I Life Insurance

This link connects to the IRD.\ Omburdsman site

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