ICICI Lombard Customer Care: Practical, Up-to-Date Guide

ICICI Lombard General Insurance Company Limited (IRDAI Reg. No. 115) has a mature customer care framework for health, motor, travel, home, and specialty insurance. Whether you need to buy or renew a policy, register a claim, or escalate a grievance, the channels below will help you reach the right team quickly and securely. This guide consolidates current contact points, turnaround expectations, and documentation checklists, so you can resolve issues with minimal back-and-forth.

Founded in 2000 and headquartered in Mumbai, ICICI Lombard is a listed insurer (CIN: L67200MH2000PLC129408), serving retail and corporate customers across India. Most frontline support is available 24×7 by phone and via the website, with specialized teams for claims and cashless hospitalization coordination. Keep your policy number, registered mobile/email, and government ID ready before you contact support.

Key Contact Details (2025)

You can reach ICICI Lombard customer care through toll-free phone, email, web self-service, and postal correspondence. Phone support is typically the fastest for urgent matters like roadside assistance or hospitalization, while the portal and app are best for renewals, endorsements, and claim status tracking.

• Toll-free customer care (24×7): 1800 2666
• Website (service and claims): https://www.icicilombard.com
• Customer support email: [email protected]
• Social support (do not share full personal data in public): Twitter/X @ICICILombard
• Registered office (for formal correspondence): ICICI Lombard General Insurance Company Limited, ICICI Lombard House, 414, Veer Savarkar Marg, Near Siddhivinayak Temple, Prabhadevi, Mumbai 400025, Maharashtra, India

For branch visits, use the branch locator on the website to confirm timings and addresses before you go. When writing to the registered office, include your policy/claim number on the envelope and inside your letter for faster routing.

When to Contact Customer Care (and What to Expect)

Use phone support for emergencies and time-sensitive events: accidents, hospitalization, roadside assistance, and immediate claim intimation. For planned tasks—policy downloads, address changes, endorsements, premium receipts, and renewals—the website or mobile app is often faster, with confirmations generated instantly to your registered email.

When you call 1800 2666, the IVR will route you to sales, existing policy support, or claims. You’ll receive a service request (SR) or claim reference number by SMS/email—save it. For non-claim service requests, typical resolution ranges from 24–72 hours depending on complexity (e.g., endorsement vs. simple contact update). Claim processing timelines vary by product and documentation completeness; motor inspections are generally arranged within 24 hours in metro areas.

Motor Insurance Support and Claims

In the event of an accident, first ensure safety and, where required, file a police FIR (mandatory for theft, third-party injury, or significant property damage). Call 1800 2666 to intimate the claim as soon as practical; provide your policy number, vehicle number, date/time/location of incident, and a brief description. For on-road emergencies (flat tire, battery jumpstart, towing), request Roadside Assistance if it’s included in your policy; the support team will dispatch a vendor and share an ETA by SMS.

For cashless repairs, take the vehicle to a network garage (searchable on the website/app). ICICI Lombard assigns a surveyor to assess damage. Keep ready: policy copy/e-card, RC, valid driving license, FIR (where applicable), photos of damage, and a signed claim form. You will receive an estimate, approval updates, and final settlement details through SMS/email. For non-cashless (reimbursement) repairs, retain original invoices and payment proofs; submit them via the portal or branch as advised by the claims handler.

Health Insurance Support and Cashless Hospitalization

For planned hospitalization, inform customer care and the hospital’s insurance desk at least 48–72 hours in advance. For emergencies, notify within 24 hours where possible. Present your ICICI Lombard health e-card and a government ID at a network hospital to initiate cashless pre-authorization. The hospital coordinates pre-auth with ICICI Lombard; you’ll receive status updates via SMS. Keep admission notes, consultation reports, and test results ready to avoid delays.

For reimbursement claims (non-network or if cashless isn’t possible), submit the complete set of originals: final hospital bill, itemized breakup, discharge summary, prescriptions, diagnostic reports, implant invoices (if any), KYC, and canceled cheque. File within the timelines specified in your policy document. You can track claim status from your account on icicilombard.com, and queries can be raised to the assigned claims manager or via 1800 2666.

Travel, Home, and Other Product Assistance

For overseas travel emergencies (medical, baggage loss, or trip interruption), call 1800 2666 and ask for travel insurance assistance; you’ll be directed to the appropriate assistance partner or claims desk. Keep your policy schedule, travel dates, passport details, and local contact number handy. For theft or loss, obtain local police reports within the required time and collect airline/property irregularity reports when applicable.

Home, cyber, and personal accident policies follow a similar claim-intimation flow. Notify customer care promptly, secure the premises where relevant, and gather supporting documents (FIR, loss estimates, photos, invoices/receipts). The claims team may appoint an assessor, especially for high-value losses. You’ll receive formal communication detailing next steps and required evidence.

Digital Self-Service: Portal and App

Most routine requests are faster online. Create or sign in to your account on https://www.icicilombard.com using your registered mobile/email. From your dashboard, you can download the policy schedule, premium receipt, and health e-card; update contact details; raise/track service requests; initiate claims; and renew expiring policies securely via UPI, net banking, or cards.

The mobile app (search “ICICI Lombard” in your app store) mirrors the portal features and can store your e-cards, roadside assistance details, and claim references. Enable notifications to receive real-time updates on approvals, inspections, and discharge authorizations. For security, never share OTPs or passwords with anyone—ICICI Lombard staff will not ask for your login credentials.

Grievance Redressal and Escalation

If you’re dissatisfied with a response or turnaround, first reply to the same email thread or call 1800 2666 and ask for escalation to the Grievance Redressal Officer (GRO). You can also submit a grievance via the website (look for “Grievance” or “Contact Us” in the footer) with your SR/claim number and supporting documents. Insurers are expected to acknowledge grievances promptly and aim to resolve them within defined timelines; keep your reference IDs handy.

If unresolved or delayed beyond reasonable timelines, escalate externally:
– IRDAI’s Integrated Grievance Management System (IGMS): https://igms.irda.gov.in
– IRDAI Grievance Call Centre: 155255 or 1800 4254 732
– Email to IRDAI: [email protected]
You may also approach the Insurance Ombudsman for eligible disputes; see jurisdictions, processes, and forms at https://cioins.co.in. File your complaint with complete documentation, including prior correspondence with the insurer.

Documentation and Compliance: What to Keep Handy

Accurate, complete documentation is the biggest driver of faster closures. For every request or claim, provide your policy number, full name as per policy, registered mobile/email, and a government ID. For address/contact changes, attach self-attested KYC as required. For claims, submit all requested bills, prescriptions, invoices, reports, and FIRs in one go; mismatches or missing pages often cause avoidable delays.

For corporate/group policy holders, check if your employer or broker has a dedicated helpdesk or TPA workflow. If so, route initial requests through that channel for quicker verification, then coordinate with ICICI Lombard as directed in your group policy guidelines.

Pro Tips to Get Faster Resolution

• Always note your SR/claim number and the date/time of your call; ask the agent to recap action items before ending the call.
• For planned hospitalization, send the pre-auth document pack 48–72 hours in advance and confirm the hospital is in-network on the website/app the day before admission.
• For motor claims, photograph the scene and damage from multiple angles; do not repair before survey unless instructed in writing. For theft, file an FIR immediately and obtain an untraceable report if required.
• Use the portal/app to upload documents in clear scans (PDF/JPEG), under 5–10 MB per file, and label files meaningfully (e.g., “DischargeSummary_2025-08-12”).
• For endorsements (name/address corrections), attach proof matching the policy name/address exactly (e.g., PAN/Aadhaar for name, utility bill/bank statement for address) to avoid rejections.
• If you change your phone or email, update it in your profile before raising a claim so you don’t miss OTPs and status alerts.

Important Notes and Cautions

Only use the official channels listed above and on www.icicilombard.com. Beware of lookalike websites, paid ads requesting upfront “claim fees,” and unsolicited calls. ICICI Lombard will never ask for your portal password or full card PIN/OTP over the phone. Payments should be made only through the official payment gateway or recognized UPI handles surfaced within your logged-in session.

Regulatory identifiers you may need for forms and escalations: ICICI Lombard General Insurance Company Limited, IRDAI Registration No. 115; CIN: L67200MH2000PLC129408; Registered office: ICICI Lombard House, 414, Veer Savarkar Marg, Prabhadevi, Mumbai 400025. Keep copies of all correspondence and delivery proofs when sending physical documents.