Update Your Address: Exide Life Insurance Guide

Exide Life Insurance is a well-known life insurance solutions provider in India, offering guidance to customers on their queries, issues, and concerns. Customers with questions about their policies or policy servicing can contact the Exide Life Insurance customer care unit via toll-free numbers, email, or SMS. This includes changing the address on your Exide Life Insurance policy, which can be done by contacting the customer care team and providing them with your updated address details.

Exide Life Insurance customer care: toll-free numbers, email, and SMS

Exide Life Insurance, a prominent life insurance solutions provider in India, offers a variety of ways for customers to get in touch with their customer care team. The company provides proper guidance to customers with respect to their queries, issues, and concerns.

Exide Life Insurance Toll-Free Numbers:

You can call the Exide Life Insurance customer care centre on 1800 419 8228 (toll-free) between 9.00 a.m. to 7.00 p.m., Monday to Saturday. You can enquire about products and services and get your service-related issues resolved with the help of customer care executives.

To purchase an insurance policy online, call 1800 419 0808.

For policy servicing, call 1800 419 8228.

Exide Life Insurance Customer Care - Email Address:

You can also get your queries addressed by writing an email to [email protected]. The customer care centre will respond to your email and share all the details as needed by you.

Exide Life Insurance's 4-Level Approach to Serving Its Customers:

Level 1: For general queries and product inquiries, you can call the customer care centre or visit the nearest branch. You may locate the nearest branch through the 'Contact Us' page on the official website of Exide Life Insurance.

Level 2: If you are not satisfied with the response provided at level 1 or you do not receive any response from the customer service centre within 10 days, you can write a letter or send an email to the complaints officer at the following address:

The Complaints Officer: Exide Life Insurance Company Limited 3rd Floor, JP Techno Park, No. 3/1, Millers Road, Bangalore- 560 001 India

Email: [email protected]

Toll-Free Number: 1800 419 8228

Tel. No.: +91 80 4134 5134

Level 3: In rare cases when you are not satisfied with the response received using the above-mentioned channels, you can send an email to the Head of Customer Service at [email protected].

Level 4: As a last resort, you may approach the Insurance Ombudsman Officer if your grievance is related to an insurance claim that has been rejected based on legal creation of the policy, in case of delay in claim settlement, in case of any dispute in terms of premium, or if the insurance document has not been received. The complaint should be duly signed by the policyholder or their legal heirs.

Exide Life Insurance Customer Care - SMS Services:

Exide Life Insurance provides important policy-related information to customers through SMS communication. The SMS has to be sent in a prescribed format to 09880888228. Here are the important text commands you can send from your mobile phone to receive the needed information:

For policy details, type Policy (e.g. Policy 9876543) and send it to 09880888228.

For details on premium, type Premium and send it.

For information on fund value, type Fund and send it.

To know NAV details, type NAV and send it.

Visit an Exide Life Insurance Branch:

Customers can visit any of the Exide Life Insurance branch offices and approach the customer help desk to get their concerns addressed. To locate a branch, go to the 'Contact Us' page and click on 'Locate a Branch'. After entering the city name, you will be shown the branch offices around the city, and you can choose the one nearest to you. The branch offices are open from 10:30 a.m. to 3:30 a.m. (Monday to Friday) and 10:30 a.m. to 1:00 p.m. (Saturday). All the branches remain closed on the second Saturday of every month.

Exide Life Insurance Customer Service - Meet an Advisor:

If you seek expert advice on certain life insurance policies or plans, you can visit the 'Contact Us' page on the official website and click 'Meet An Advisor'. You will be redirected to another page where you will be required to fill in your details such as name, email ID, date of birth, phone number, and others. Based on the product you are interested in, a customer care representative will get in touch with you.

Twitter-based customer service

Twitter is an excellent platform for customer service. It is fast-paced, public, and geared towards conversation, allowing customers to voice their opinions and be heard. With Twitter, businesses can reach a massive audience of potential customers and engage with their current ones. It is also accessible 24/7 and easy to use, making it convenient for customers to get in touch with businesses and vice versa.

• Respond to issues quickly: Customers expect prompt responses on Twitter. It is recommended to respond to Tweets within an hour during business hours and within 12 hours after business hours. Set up a monitoring system for brand mentions to ensure quick responses. For example, if a customer tweets about issues with changing their address on their Exide Life Insurance policy, aim to respond within the given time frames.
• Know when to move conversations off-platform: Not all issues can be resolved within 280 characters. Use an escalation strategy to identify problems that need more in-depth attention and move those conversations to email or direct messages. For instance, if a customer has a complex query about updating their address and requires privacy, direct them to a customer support email address or direct message a customer support team member.
• Showcase your brand's personality: When responding to complaints or queries, remember to keep your brand's voice and personality in your communication. Use images, GIFs, or emojis to create engaging replies. However, ensure this aligns with your industry and the severity of the complaint. For example, if a customer tweets about difficulties changing their address with Exide Life Insurance, respond in a friendly and helpful tone, perhaps including a GIF to add a bit of personality.
• Analyze Tweets and tag common issues: Twitter customer service is not just about addressing individual complaints. It can also provide valuable insights and inspiration for your business. Use a tool like Sprout's Tagging feature to label and categorize incoming Twitter messages. This will help you identify common issues and improve your products or services. For instance, if multiple customers tweet about issues with updating their address on their Exide Life Insurance policies, tag these tweets as "address change issues" to bring attention to this problem.
• Automate replies to common issues: If you notice a widespread issue affecting multiple customers, consider automating replies to save time and provide consistent responses. For example, if many customers are tweeting about difficulties with the address change process for Exide Life Insurance, create an automated response that acknowledges the issue and provides a link to a helpful resource or FAQ page.
• Leverage Twitter DMs: Twitter Direct Messages allow for longer messages and keep conversations private. Use DMs to gather more information from customers and connect them with the right team members for resolution. For sensitive information requests, such as a customer needing to update their address details, direct messages can provide a more secure channel for communication.

By following these tips, you can effectively use Twitter as a customer service platform, creating positive customer experiences and improving brand perception.

Visiting an Exide Life Insurance branch office

To find your nearest branch, go to the Exide Life Insurance website and access the ''Contact Us' page. From there, you can locate a branch by entering your city. Branches are open Monday to Friday from 10:30 a.m. to 3:30 p.m. and on Saturdays from 10:30 a.m. to 1:00 p.m. They are closed on the second Saturday of each month.

Once you've located your nearest branch, simply visit during the working hours and approach the customer help desk to get assistance with your specific request, such as changing your address.

Exide Life Insurance's branch offices are conveniently located and easily accessible, ensuring that customers can receive the support they need in a timely and efficient manner.

• Bangalore: 3rd Floor, JP Techno Park, No. 3/1, Millers Road, Bangalore-560001
• New Delhi: Unit No. 407 To 412, Fourth Floor, Kanchenjunga Building, Barakhamba Road, New Delhi-110001
• Srinagar: 4th Floor, Lake City Plaza, Gole Market, Karan Nagar, Srinagar, Jammu and Kashmir-190010
• Shimla: Rock Sea Hotel, The Mall, Shimla, Himachal Pradesh-171001
• Chandigarh: Second Floor, SCO 166 167 Sector 9C, Madhya Marg, Above Grewal Eye Institute, Chandigarh-160001

Contacting the complaints officer

Exide Life Insurance has a 4-level approach to serving its customers. If you need to contact the complaints officer, your first step is to try Level 1. For general queries and product inquiries, you can call the customer care centre or visit the nearest branch. You can locate the nearest branch through the 'Contact Us' page on the official Exide Life Insurance website.

If you are not satisfied with the response provided by Level 1 communication channels, or you do not receive a response from the customer service centre within 10 days, you can escalate your query to Level 2. At this level, you can write a letter or send an email to the complaints officer at the following address:

The Complaints Officer: Exide Life Insurance Company Limited 3rd Floor, JP Techno Park, No. 3/1, Millers Road, Bangalore- 560 001, India

Email: [email protected]

Toll-Free Number: 1800 419 8228

Tel. No.: +91 80 4134 5134

In rare cases, if you are not satisfied with the response received from the complaints officer, you can proceed to Level 3. At this level, you can send an email to the Head of Customer Service at [email protected].

If you have exhausted all the above options and are still not satisfied, you can consider Level 4 as your last resort. At this level, you may approach the Insurance Ombudsman Officer, subject to certain conditions. These conditions include:

• Your grievance is related to an insurance claim that has been rejected based on the legal creation of the policy.
• There is a delay in claim settlement.
• There is a dispute regarding premium terms.
• You have not received the insurance document.

Please note that your complaint should be duly signed by the policyholder or their legal heirs.

Approaching the Insurance Ombudsman Officer

Exide Life Insurance follows a 4-level approach to serving its customers. If the first three levels of the process do not resolve your issue, you can approach the Insurance Ombudsman Officer as a last resort.

The Insurance Ombudsman scheme was created by the Government of India to allow individual policyholders to have their complaints settled out of the court system in a cost-effective, efficient, and impartial way. There are currently 17 Insurance Ombudsmen in different locations.

You can approach the Insurance Ombudsman Officer with your complaint if:

• You have first approached Exide Life Insurance with the complaint and they have rejected it, not resolved it to your satisfaction, or not responded to it at all for 30 days.
• Your complaint pertains to any policy you have taken in your capacity as an individual, and the value of the claim, including expenses claimed, is not above Rs 30 lakhs.

Your complaint to the Insurance Ombudsman Officer can be about:

• Delay in settlement of claims, beyond the time specified in the regulations.
• Any partial or total repudiation of claims by the life insurer, general insurer, or health insurer.
• Any dispute about the premium paid or payable in terms of the insurance policy.
• Misrepresentation of policy terms and conditions at any time in the policy document or policy contract.
• The legal construction of insurance policies insofar as the dispute relates to a claim.
• Policy servicing-related grievances against insurers and their agents and intermediaries.
• Issuance of a life insurance policy, general insurance policy, or health insurance policy that is not in conformity with the proposal form submitted by the proposer.
• Non-issuance of an insurance policy after receipt of the premium in life insurance, general insurance, or health insurance.
• Any other matter resulting from the violation of provisions of the Insurance Act, 1938, or the terms and conditions of the policy contract, insofar as they relate to the issues mentioned in the previous points.

The settlement process involves the Ombudsman acting as a mediator and arriving at a fair recommendation based on the facts of the dispute. If you accept this as a full and final settlement, the Ombudsman will inform the company, which should comply with the terms within 15 days. If a settlement by recommendation does not work, the Ombudsman will pass an award within 3 months of receiving all the requirements from the complainant, which will be binding on the insurance company. Once the award is passed, the insurer must comply within 30 days of receipt and intimate the compliance to the Ombudsman.

You can find the address of the Insurance Ombudsman online at www.irdaindia.org.in.

Frequently asked questions