Committed to service

Our services to you, are something we are working continuously to improve upon. Sometimes however, things may not go right. If you’ve had a complaint, please let us know. We would like to set it right and improve our services.

How to make a complaint

We will attempt to resolve most issues straight away. We request you, as a first step, to get in touch with your usual contact, such as your broker, MGA, branch or the team dealing with the issue of policy/ the servicing of your policy/ your claim.

You can also make a complaint using our complaint form.

Download complaints form hereadobepdf

You can contact us or send your complaint form as follows:

Phone: 020 7480 6626


Post: Customer Service, The New India Assurance Company Limited, 36 Leadenhall Street, London, EC3A 1AT, United Kingdom

In order to address the complaint faster please share the following details with us:

  • Your details (like Name, Address, Email, Phone number etc)
  • Your Policy/claim details
  • What has gone wrong (in brief, attach relevant documents if any)

To address your complaint, we will:

  • Get it to the right customer service personnel
  • Inform you of the next steps, including timescales
  • Resolve your complaint as soon as possible – in case we need more time for resolution we may ask you for further information to help us deal with the complaint
  • Keep you updated regularly

Rest assured, we shall treat your complaint fairly! Once we’ve dealt with your complaint, we will go back and see what we can learn from this experience.

Our Service Turn-around for complaints

We will deal with complaints on the following timescales:

1. If we are able to resolve your complaint with you within three working days we will send you a summary resolution communication.

2. Within five working days (where we are unable to resolve the complaint within three working days):

  • We will confirm that we’ve received your complaint and let you know the person who will be handling it

3. Within 4 weeks:

  • Send you our final response to your complaint and tell you our reasons for it
  • or explain why we can’t give you a final response and let you know when we can

4. Within 8 weeks:

  • Send you our final response to your complaint and tell you our reasons for it
  • or explain why we still can’t give you a final response, let you know when we can, If you are not satisfied with our response, you are free to approach *FOS (Financial Ombudsman Services) whose details can be found in website as given below:

*Please be aware that the Financial Ombudsman Service may be able to consider your complaint after New India Assurance have had the opportunity to address the complaint.