Grievance Redressal
Your Concerns, Our Priority
Kiwi General Insurance is committed to a transparent, technology-enabled, and policyholder-centric grievance mechanism — in full compliance with the IRDAI (PPHI) Regulations, 2024.
Reach Out to Us
Have a concern? Start here.
1. Customer Service Desk | Quick resolution
Your first point of contact for all queries. Submit through any channel — portal or toll free service line. Our team will work towards a resolution at the earliest.
📞 1800-268-4444 | ⏰ 8 AM – 8 PM
Or you can reach out to us at customercare@kiwiinsurance.com
🧓 Dedicated support for senior citizens: Write to seniorcitizens@kiwiinsurance.com for priority assistance.
2. Escalations Desk
If you are not satisfied with the response, request escalation with a senior team member via grievance@kiwiinsurance.com. Our dedicated escalations team will review your case with enhanced priority.
3. Grievance Redressal Officer (GRO)
As mandated by IRDAI PPHI Regulations 2024, Kiwi has designated a Grievance Redressal Officer for final grievance review. If you are unsatisfied with the resolution provided for your grievance you can reach out to our GRO. The GRO will provide a resolution within 14 days of receipt of your grievance.
Mrs. Lakshmi Chaya Chivukala | GRO@kiwiinsurance.com
Corporate Office: 05GBD, Plant 5, Godrej Business District, Vikhroli West, Mumbai, Maharashtra 400079
IRDAI Bima Bharosa
If your grievance remains unresolved after approaching the insurer, you can register it with the Insurance Regulatory and Development Authority of India (IRDAI) through the Bima Bharosa portal
Visit Bima Bharosa → https://bimabharosa.irdai.gov.in/
You can also reach IRDAI on toll-free 155255 or at complaints@irdai.gov.in.
Insurance Ombudsman
If you remain unsatisfied after the GRO’s decision, you may approach the Insurance Ombudsman — a free, independent, and binding resolution forum for disputes up to ₹50 lakhs.
You must first follow the first three steps of our grievance process before approaching the Ombudsman.
File: https://cioins.co.in/Complaint/Online
Free of charge · No fee
Locate nearest office → https://cioins.co.in/
Regulatory Compliance Statement
Kiwi General Insurance Limited maintains a robust, accessible, and technology-enabled policyholder-centric Grievance Redressal Mechanism in accordance with the IRDAI (PPHI) Regulations, 2024, the Master Circular on Protection of Policyholders’ Interests, 2024, and the Citizens’ Charter for General & Health Insurers. All complaints are logged through IGMS as mandated.