ICICI Prudential Customer Care: Complete, Practical Guide

Primary Contact Channels and Service Hours

ICICI Prudential Life Insurance Company Limited (ICICI Prudential Life) runs a multi-channel customer care operation designed for quick resolution and clear status tracking. The core helpline is reachable on local-rate “1860” lines, with a separate desk for NRIs. Service teams generally operate Monday to Saturday, with extended hours around premium due dates and financial year-end for tax certificate requests.

As of 2025, the most efficient way to reach support for servicing needs (premium payments, address/nominee/bank updates, fund switches, revival quotes) is the phone helpline or the online self-service portal on iciciprulife.com. Claims intimation can be done 24×7 online; document verification and payouts happen during working hours. Support is available in English, Hindi, and major regional languages; keep your policy number and registered mobile/email handy for OTP verification.

• Customer care (India): 1860 266 7766 (Mon–Sat, typically 9:30 a.m. to 7:00 p.m. IST)
• NRI helpline: +91 22 6193 0777 (Mon–Sat, 9:30 a.m. to 6:30 p.m. IST)
• Email (service): [email protected]
• Email (claims): [email protected]
• Website (self-service/claims/branch locator): https://www.iciciprulife.com
• Official social handle (updates/service alerts): @ICICIPruLife

When calling, have your policy number, date of birth, and PAN ready; for ULIPs, note your fund name(s) and the last premium payment date. For emails, include your full name as per policy, policy number, registered contact details, and a concise subject line (e.g., “Bank change request – Policy 12345678”). This helps support assign a Service Request (SR) number and meet IRDAI complaint turnaround timelines.

Branches and Postal Correspondence

Walk-in service is available at ICICI Prudential Life branches across major Indian cities. Use the Branch Locator on iciciprulife.com to find the nearest office and its working hours before visiting; bring original KYC and policy documents for requests that require in-person verification (e.g., bank/NACH registration, major alterations, or claim submissions with notarized copies).

For physical document submission via post or courier, address packets to the registered office and mark the envelope “Attention: Customer Service – Policy Servicing.” Always include photocopies of KYC, your contact number, and the SR number (if already generated) on the covering letter. Send via a trackable service and retain the airway bill number.

Registered Office (correspondence): ICICI Prudential Life Insurance Company Limited, ICICI Pru Life Towers, 1089, Appasaheb Marathe Marg, Prabhadevi, Mumbai – 400025, Maharashtra, India.

Claims Assistance (Death, Health Riders, and Maturity)

Intimate claims at the earliest through the website (Claims section on iciciprulife.com), by email to [email protected], or via the helpline. You will receive a Claim Reference Number and a checklist of documents. For death claims, typical requirements include the filled claim form, original/attested death certificate, policy document, claimant’s KYC and bank proof (cancelled cheque/first page of passbook), medical records, and for accidental/unnatural death, police FIR, panchnama, and post-mortem report.

Turnaround times follow IRDAI norms: if no investigation is needed, settlement is targeted within 30 days of receiving complete documents. If investigation is warranted, insurers have up to 90 days to complete it, followed by settlement within 30 days thereafter (overall maximum 120 days from date of intimation). Maturity and survival benefits are payable on or before the due date; keep your bank details updated at least 15 days prior to maturity for frictionless NEFT credit.

For health riders (e.g., critical illness), submit the diagnosis certificate, hospital discharge summary, and all test reports as per the rider terms. Keep photocopies of all submissions. You can track claim status via the self-service portal using the Claim Reference Number and registered mobile/email OTP.

Grievance Redressal and Escalation Matrix

If your request is not resolved by the first touchpoint, quote your SR number and escalate as per the insurer’s grievance process available on the website. Level-1 is standard customer care; Level-2 is the Grievance Redressal Officer (GRO); Level-3 is the Chief Grievance Redressal Officer. A written response is typically provided within 15 working days in line with regulatory guidelines.

If you remain dissatisfied, you can escalate to the Insurance Ombudsman or register a complaint with IRDAI’s Integrated Grievance Management System (IGMS). Keep copies of all communications, acknowledgements, and call logs. Ombudsman jurisdiction is based on your address as per policy records; awards are generally issued after a hearing and document review.

• ICICI Prudential Life – Grievance Redressal: see the “Grievance” section on https://www.iciciprulife.com for GRO contacts and web forms.
• IRDAI IGMS (online complaint): https://igms.irda.gov.in | IGCC toll-free: 155255 or 1800 4254 732 | Email: [email protected]
• Insurance Ombudsman (addresses/jurisdictions): Council for Insurance Ombudsmen – see latest list on https://www.cioins.co.in

For faster resolution, always attach identity proof, policy details, and evidence (receipts, screenshots, bank statements) with your grievance. Clearly state the remedy sought (e.g., “reverse late fee of ₹X,” “update bank to XYZ within 3 working days,” “settle claim per Policy No. … clause …”).

Digital Self-Service: What You Can Do Online

Most routine servicing can be completed in minutes on iciciprulife.com or the “ICICI Pru Life” mobile app (Android/iOS). Login is typically via registered mobile/email and OTP. You can pay premiums (NetBanking/UPI/cards), download premium paid certificates for tax (for FY ending 31 March), view fund value for ULIPs, execute fund switches/redirects, request partial withdrawals (as per plan rules), update KYC/contact details, and register bank accounts for NEFT.

The app also supports e-statements, policy document downloads, branch appointment booking, and service request tracking by SR number. Keep push notifications enabled for due date reminders, fund switch confirmations, and claim updates.

Security tip: transact only on the official domain iciciprulife.com or the official mobile app. ICICI Prudential Life will never ask for your OTP, full card PIN, or internet banking password over phone/email. If you suspect phishing, forward the email headers and screenshots to [email protected] and change your passwords immediately.

Common Service Requests and Practical Timelines

Grace period for premium payments is typically 15 days for monthly mode and 30 days for quarterly/half-yearly/annual modes. Free-look period is 15 days from receipt of the policy document (30 days if purchased through distance/online modes). To change communication address, email a signed request with valid address proof (Aadhaar/Voter ID/Passport/Utility bill). For bank updates, submit a cancelled cheque with pre-printed name and a self-attested PAN copy.

Typical processing times (working days) are: contact/address/email updates – 1–2 days; bank change/NEFT registration – 2–4 days; NACH/auto-debit registration – 5–10 days (subject to bank approval); duplicate policy document – 2–3 days (dispatch timelines extra); ULIP fund switch – same day to T+1 working day (as per cut-off); partial withdrawal (ULIP) – 2–5 days post verification; surrender/foreclosure – 3–10 days depending on plan and documentation.

For nominee changes, submit the insured’s signed request with KYC and relationship proof if sought by underwriting. Name/date of birth corrections may require supporting documents like Gazette notification, birth certificate, or PAN/Aadhaar. If your policy has lapsed, you can request a revival quotation online; medicals may be required based on plan, sum assured, and time since lapse.

NRI and Overseas Customers

NRIs can service policies via email and the NRI helpline at +91 22 6193 0777 during IST hours. Premiums can generally be paid using international cards/net banking (if supported) or by remitting to India-based accounts and paying through the portal/app. Ensure your overseas address and Indian communication address are both recorded to receive physical communications where applicable.

Documents executed overseas may need notarization or attestation by the Indian Embassy/High Commission depending on the request type (especially for claims and high-value alterations). For faster processing, provide scanned PDFs by email first for preliminary checks, then courier the notarized originals if requested by the servicing team.

Exchange control and tax rules vary by country; keep your FATCA/CRS declarations current to avoid service interruptions. For claims to overseas bank accounts, check if foreign remittance is supported under your policy’s terms and Indian regulations; otherwise, provide an Indian bank account for NEFT credit.

Expert Tips for Faster Resolution

Bundle requests logically—e.g., when changing your bank, also update your mobile/email and opt into e-statements in the same SR to minimize back-and-forth. Time-sensitive actions such as maturity payouts or partial withdrawals should be initiated at least 7 working days in advance. For ULIP transactions, place fund switches before the market cut-off to ensure same-day NAV applicability per policy terms.

Maintain a digital folder with your policy PDF, latest premium receipt, KYC, cancelled cheque, and nominee details. This reduces turnaround time for service requests and claims. Always note your SR/Claim Reference Number and ask for an estimated completion date; if timelines slip, escalate with the SR reference and evidence of prior communication.

If you move telecom providers or change handsets, update your registered mobile number immediately to avoid OTP failures. For senior citizens, add an authorized contact (if allowed) or ensure the nominee is aware of policy numbers, premium schedules, and claim steps; delays in intimation can complicate documentation and timelines.