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Grievance Redressal

Last updated: 11 July 2026

We aim to resolve every customer concern at the first touchpoint. If you're unhappy with our service, please follow this escalation matrix in order — each level has a target resolution time, and we track every complaint against these timelines and escalate when a level lapses.

Level 1 — First contact

Reach our customer-care team. Please share your policy number and a clear description of the issue.

Target response time: 2 business days.

Level 2 — Grievance Redressal Officer

If unresolved or unsatisfactory after Level 1, escalate in writing to our designated Grievance Redressal Officer (GRO):

  • Name: Sanjay More
  • Designation: Principal Officer & Grievance Redressal Officer
  • Email: communications@assanone.com
  • Address: HD-068, 4th Floor, Zenia, Hiranandani Business Park, Hiranandani Estate Circle, Thane (West), Maharashtra – 400607

Target resolution time: 14 days from receipt of complete information, per the IRDAI (Protection of Policyholders' Interests, Operations and Allied Matters of Insurers) Regulations, 2024.

Level 3 — IRDAI / Bima Bharosa portal

If the matter remains unresolved, you may register your complaint on the IRDAI's consumer portal:

Level 4 — Insurance Ombudsman

For unresolved complaints involving claim disputes or service issues with the insurer, you may approach the Insurance Ombudsman for your jurisdiction. Find your local Ombudsman office at cioins.co.in. The Ombudsman's award is binding on the insurer up to the statutory limit.

Tracking your complaint

When you contact us, quote your policy number; for claims intimated online, quote the FNOL reference shown when you submitted the intimation. We update you at each milestone via the channel you used to lodge the complaint.