ICICI Prudential Life (ICICI Pru Life) Customer Care: A Complete, Practical Guide

ICICI Prudential Life Insurance Company Limited has served Indian policyholders since 2001, combining ICICI Bank’s distribution with Prudential plc’s global insurance expertise. For most policyholders, the fastest way to resolve issues is to use ICICI Pru Life’s digital self-service along with its centralized helpline and claims desk. This guide compiles the most useful, exact details you’ll need when you want quick answers, document lists, escalation paths, and realistic timelines.

Whether you are paying premiums, downloading receipts, filing a claim, or changing your contact details, the company offers multiple channels with defined service turnaround times and IRDAI-governed standards. Keep your policy number, date of birth, and registered mobile/email handy before contacting support; it speeds up verification and reduces back-and-forth.

Fastest ways to reach ICICI Pru Life

The primary touchpoints include phone, email, web self-service, and physical branches. For sensitive requests (like bank changes or nominee updates), the team may ask for scanned/self-attested documents. For urgent claim intimation, use the dedicated claims email or the online claim form first, then follow up by phone with your reference number.

Response times vary by request type, but simple contact updates often reflect within 48–72 working hours once documents are verified. Payments and e-receipts are instantaneous when made on the official website. Branch hours differ by city—always check the locator before visiting, especially around public holidays.

• Website (self-service): https://www.iciciprulife.com — “My Account” for policy servicing and payments
• Customer care phone (within India): 1860 266 7766 (standard call charges may apply; hours typically Mon–Sat)
• Customer care email (general servicing): [email protected]
• Claims desk email (claim intimation/support): [email protected]
• Branch locator: https://www.iciciprulife.com/customer-service/branch-locator.html
• Contact page: https://www.iciciprulife.com/customer-service/contact-us.html
• Registered Office: ICICI Pru Life Towers, 1089 Appasaheb Marathe Marg, Prabhadevi, Mumbai 400025, Maharashtra, India
• Corporate identity: CIN L66010MH2000PLC127837

What you can do online without calling

Most routine actions are faster on the website. Create or log in to your “My Account” with your policy number, registered mobile/email, and OTP. From there you can pay premiums, download e-receipts, view statements, update contact details, upload KYC, and track the status of service requests and claims in real time. For auto-debit, you can set up NACH/e-mandate online on eligible policies.

Premium payments via net banking, UPI, debit/credit cards, and wallets are supported. E-receipts and updated premium calendars are available immediately after a successful payment. If you need historical documents—premium receipts, unit statements (for ULIPs), or tax statements—you can pull past years’ records within minutes, which is especially useful during tax filing season (January–March).

If you have multiple policies, link them to one login to avoid duplicate servicing requests. Ensure your email/mobile is verified; otherwise, OTP-based access and certain updates may be restricted until verification is completed.

Claims assistance: steps, documents, and timelines

For death claims or rider benefits (e.g., accidental death, critical illness), the recommended sequence is: 1) submit claim intimation online or by email to [email protected], 2) note the acknowledgment/reference number, and 3) upload/submit documents as guided. You can also visit a branch if you prefer physical submission, but digital filing typically accelerates the process.

As per IRDAI (Protection of Policyholders’ Interests) Regulations, once all documents are received, insurers must decide on a claim within 30 days; if an investigation is needed, the timeline can extend up to 90 days. Delays beyond these limits attract interest on the claim amount as per regulations. Always keep copies of everything you submit and ask for a stamped acknowledgment (or email confirmation) listing the received documents.

Documents usually needed for death claims

• Mandatory: Claim Form (company format), original policy document (or indemnity if lost), death certificate (municipal/competent authority), photo ID and address proof of the claimant, cancelled cheque or bank passbook copy for NEFT, and a copy of the claimant’s PAN.
• Medical/illness cases: Treating doctor’s certificate, hospital discharge summary, all diagnostic reports (pathology, radiology), and admission notes. If the death occurred within 3 years of policy issuance/revival, expect enhanced scrutiny and additional medical records.
• Accidental/unnatural deaths: FIR, panchnama/inquest report, post-mortem report, final police report/charge sheet, and any relevant media/spot reports. Attach driving licence copy if the life assured was driving.
• Additional proofs: Employer certificate (if applicable), overseas death certificate and Indian embassy attestation (for deaths outside India), and notarized translations where documents are not in English/Hindi.

Common service requests and what to keep handy

Change of address/email/mobile: Provide a signed request with policy number plus self-attested KYC (PAN and address proof such as Aadhaar/Passport/Utility bill). Turnaround is typically 2–3 working days after verification. If you update your mobile/email, you may be asked to verify via OTP before changes reflect.

Nominee change or assignment: Use the insurer’s prescribed endorsement form. For nominee updates, submit proof of relationship where relevant; for assignment to a lender or individual, use absolute/conditional assignment forms. Endorsements are recorded in the policy within a few working days, and you should download the updated endorsement letter from “My Account.”

Bank account/NEFT updates for payouts: Submit a cancelled cheque with pre-printed name or a recent bank passbook/statement (last 3 months) along with a signed request. For NACH/autopay changes, an e-mandate or fresh NACH may be required. If a premium was missed, note the grace period: 15 days for monthly mode and 30 days for other modes. For lapsed policies within the revival window (often up to 5 years from first unpaid premium), you may need overdue premiums, interest, and medicals as per underwriting.

Billing, taxes, and proof of payment

Term insurance premiums are subject to GST (generally 18% on risk premium). ULIP charges and annuity products have different tax treatments; your receipt and annual statement itemize components for filing. For salaried individuals, the e-receipt and annual premium paid certificate are typically accepted by employers during proof submission windows (often January–February).

If a payment fails but your bank shows a debit, raise a ticket via “My Account” with the transaction reference/UTR and a screenshot. Reversals usually appear within 5–7 working days, depending on the payment rail. For year-end payments (March), avoid last-day transactions; use net banking/UPI and save the e-receipt PDF immediately.

Escalation matrix and regulatory recourse

If your request isn’t resolved in the stated time, reply on the same email thread ([email protected] or [email protected]) quoting your policy and ticket/claim number and mark it as an escalation. You can also write to the company’s Grievance Redressal Officer via the contact form on the website; mention dates, what you submitted, and exact relief sought (e.g., “address update” or “claim decision”). Keep a timeline of all interactions.

If unresolved after 15 calendar days from lodging a complaint, register it on the IRDAI IGMS portal (https://igms.irda.gov.in) with your policy and complaint reference numbers. You can also call the IRDAI Consumer Affairs toll-free numbers 155255 or 1800 4254 732 for guidance. If there is no satisfactory resolution within 30 days, you may approach the Insurance Ombudsman with jurisdiction over your residence/policy servicing office; details and email addresses are available at https://www.cioins.co.in.

For written complaints by post, use the Registered Office address: ICICI Pru Life Towers, 1089 Appasaheb Marathe Marg, Prabhadevi, Mumbai 400025, and send via speed post/courier with POD. Include copies of prior correspondence and mark “Grievance” on the envelope for faster internal routing.

Pro tips to speed up resolutions

Use the exact name spelling and DOB as per your policy when logging service requests; mismatches trigger KYC re-validation. Always attach clear, legible scans (300 dpi or higher) and ensure the bank document shows IFSC, account number, and your printed name. For claims, submit all known documents in one go and request a checklist acknowledgment so you know what remains, if anything.

Finally, avoid third-party payment links and only transact on https://www.iciciprulife.com. Bookmark your “My Account” dashboard and keep your registered phone/email active to receive OTPs, alerts on due dates, and status updates without delay.