HDFC ERGO Customer Care: Complete, Practical Guide

HDFC ERGO General Insurance Company Limited services millions of policyholders across health, motor, travel, home, and cyber insurance. Efficient customer care is essential when you need cashless hospitalization, a towing truck, a claim status, or an endorsement to your policy. This guide explains exactly how to reach the right team quickly, what documents to keep ready, how timelines work under IRDAI rules, and how to escalate if needed.

Where possible, use digital self-service first for speed and audit trails, then call if the matter is urgent or complex. Keep your policy number, registered mobile/email, and identity details ready—this alone can cut several minutes from verification time.

Reach HDFC ERGO Fast: Phone, Email, Web, App

HDFC ERGO maintains multiple support channels with different response times and operating windows. Use claims-specific channels for emergencies (health, motor) and the general customer care lines for policy servicing (endorsements, renewals, documents).

• Phone (India): +91 22 6234 6234 and +91 120 6234 6234. Claims lines typically run 24×7; policy servicing is usually available during business hours (commonly 9:30–18:30, Mon–Sat, excluding public holidays). If one line is busy, try the other.
• Email (service): [email protected]. For formal complaints/escalations: [email protected]. Include policy number, registered contact, and a one-line issue summary in the subject for quicker triage.
• Website (self-service): https://www.hdfcergo.com. Key pages: Claims (https://www.hdfcergo.com/claims), Contact Us (https://www.hdfcergo.com/contact-us), Network Hospitals (https://www.hdfcergo.com/health-insurance/network-hospitals), Cashless Garages (https://www.hdfcergo.com/motor-insurance/cashless-garages).
• Mobile app: HDFC ERGO Insurance App on Google Play and Apple App Store. Use it for e-cards, claim intimation, tracking, downloading policy documents, endorsement requests, and premium payments via UPI/net banking/cards.
• Registered/Corporate address (for written communication): HDFC ERGO General Insurance Company Limited, HDFC House, 165–166 Backbay Reclamation, H. T. Parekh Marg, Churchgate, Mumbai 400020, Maharashtra, India.

Tip: For claim intimation, the website and app create a reference number instantly and let you upload documents securely. For policy changes (address/name corrections/Nominee/NCB), emails generate a ticket; attach clear, legible PDFs/JPEGs under 5 MB each for smoother processing.

Health Insurance Support: Cashless, Reimbursement, and IRDAI Timelines

For planned hospitalization, raise a pre-authorization request 2–3 working days in advance via your network hospital’s TPA desk or the HDFC ERGO app. For emergencies, intimate within 24 hours. As per IRDAI’s 2024 master circular on health insurance, insurers must issue initial cashless authorization within 1 hour of receiving a complete request and must provide final discharge authorization within 3 hours of the hospital’s bill submission.

If you choose reimbursement, submit all originals within the deadline mentioned in your policy (commonly 30 days from discharge). Insurers must decide a claim within 30 days of receiving the last necessary document; if an investigation is warranted, the overall limit is 90 days. Delays beyond regulatory timelines attract interest at the bank rate plus 2% from the date of receipt of the last necessary document.

Motor Insurance Support: FNOL, Survey, and Repairs

For own-damage claims, intimate the claim before repairs and do not move or repair the vehicle until the surveyor’s approval (except for safety). For third-party accidents, also lodge a police FIR. If you have roadside assistance, you can request towing through the app or helpline; share your GPS location and a photo of the vehicle and number plate to expedite dispatch.

Cashless repairs are quicker at network garages; you pay only the deductible, consumables, and depreciation (if not covered). For break-in renewals after expiry, expect an inspection; keep the car accessible in daylight and ensure adequate photos or survey access.

Travel, Home, and Cyber: What Customer Care Needs From You

For travel claims (baggage delay/loss, trip delay/cancellation, medical), intimate the claim as soon as practical. For delays, obtain airline certificates with actual delay duration. For medical events abroad, use the emergency assistance numbers provided in your policy pack or the app; cashless may be available depending on the network and policy terms.

Home and cyber claims often require quick mitigation. For home, take steps to prevent further loss (turn off utilities, temporary repairs) and document everything with time-stamped photos and invoices. For cyber incidents (fraud, identity theft), preserve evidence (emails, headers, screenshots), change credentials immediately, and file a cybercrime report at https://cybercrime.gov.in if applicable.

Documents That Speed Up Resolution

• Health: Policy e-card, photo ID, pre-authorization form, treating doctor’s notes, discharge summary, itemized bills, pharmacy bills, diagnostics, implant invoices, NEFT details for reimbursement.
• Motor: Policy, RC, driving license, photos/videos of damage and scene, FIR (if applicable), estimate and final bills, surveyor report, bank details. For theft: FIR, untraced report if required.
• Travel: Policy, passport pages (ID/visa/stamps), boarding passes, airline certificates, hotel confirmations, medical bills/prescriptions, police reports for loss/theft, proof of expenses.
• Home/Cyber: Policy, photos/videos, purchase invoices, repair estimates, utility reports, police/cybercrime acknowledgment, bank statements for fraudulent transactions.

Policy Servicing: Endorsements, Renewals, and Payments

Common servicing requests include address/name corrections, addition/removal of IDV accessories, nominee updates, PAN/Aadhaar updates (KYC), mobile/email changes, NCB transfer, and duplicate policy copies. Most can be raised via the app or email to [email protected] with supporting documents (e.g., self-attested ID/address proof, RC copy for motor, Gazette/marriage certificate for name change). Maintain file sizes under 5 MB per document for smoother uploads.

Renew premiums through the app or website with UPI, net banking, debit/credit cards. General insurance premiums attract 18% GST. Always download the premium receipt within minutes of payment and verify policy dates, IDV (motor), sum insured (health/home), and add-ons to avoid mid-year disputes.

Grievances and Escalation Matrix

If you are unsatisfied with the first response, write to [email protected] with your ticket/claim number and “Escalation” in the subject. Insurers must resolve grievances within 15 days as per IRDAI regulations. Keep your email thread intact to preserve the audit trail.

Next, raise a complaint on IRDAI’s Bima Bharosa system at https://bimabharosa.irdai.gov.in or call 155255 / 1800 4254 732 (toll-free). If the insurer has not resolved your issue within 30 days or you disagree with the decision, you may approach the Insurance Ombudsman via https://www.cioins.co.in. For marketplace issues or unfair trade practices, you can also reach the National Consumer Helpline at 1915 (short code) or 1800-11-4000, https://consumerhelpline.gov.in.

Pro Tips to Cut Turnaround Time (TAT)

Submit complete documents in one go—most delays occur due to partial submissions. Use descriptive filenames (e.g., “Policy_123456_DischargeSummary_2024-08-12.pdf”) and include your policy/claim number on each page if possible. For health and motor, choosing a cashless network provider typically shortens settlement time substantially compared to reimbursement/out-of-network.

For planned health admissions, send pre-auth 2–3 business days in advance. For motor, inform the insurer immediately after the incident and before repairs. Under IRDAI’s 2024 norms, cashless authorization should come within 1 hour and hospital discharge approvals within 3 hours—if you face delays, politely cite these timelines and request escalation.

What is the email ID of HDFC ERGO?

[email protected]
In case of a lack of response or if the response does not meet your expectations, you can write to [email protected]. Customers can also submit their grievance online at https://www.hdfcergo.com/grievance/grievance_form.html.

How to escalate HDFC ERGO claim?

For lack of a response or if the response provided does not meet your expectation, you can write to: [email protected] or click on Submit your grievance. After examining the matter, final response would be conveyed within a period of 15 days from the date of receipt of your complaint on this e-mail id.

How do I claim reimbursement from HDFC ERGO?

Required documents
Cashless claims require minimum documents, i.e., your cashless card and the claim form. The network hospital will share your bills with the insurance company. You must collect all original bills and receipts and submit them to the insurance provider along with the reimbursement claim form.

What happened to HDFC ERGO health insurance?

In 2020, HDFC Ergo Health Insurance( earlier known as Apollo Munich Health Insurance) merged with the company after the receipt of final approval from the Insurance Regulatory and Development Authority of India (IRDAI) making it the second-largest private insurer in the accident and health insurance business.