Tata AIA Life Insurance - Payment issues after switching to yearly mode

I am writing to formally lodge a complaint with IRDAI against Tata AIA Life Insurance Company Ltd. for serious deficiency in service, incorrect premium handling, unauthorized refund, and failure to honour written confirmations, causing prolonged mental harassment and risk of policy lapse.

Policy Details

Policy Number: C*********
Insurer: Tata AIA Life Insurance Company Ltd.
Policy Start Date: January ****

Chronology & Background

Policy Initiation & Monthly Premium
The policy was initiated in January **** with monthly premium mode.
Original monthly premium: ₹**,***.

After GST reduction by Government, Tata AIA revised the monthly premium to ₹**,***, which I paid regularly.

Last monthly premium of ₹**,*** was paid in December **** (receipt attached).

Request for Change to Yearly Mode

From October ****, I repeatedly followed up with Tata AIA to change the premium mode from monthly to yearly.

After multiple emails and escalations, Tata AIA officially confirmed in writing that:

The annual premium would be ₹*,**,*** after applicable discounts.

This was lower than ₹**,*** × ** = ₹*,**,***, and helps me to pay once per year instead of monthly which was the key reason I agreed to switch modes.

Relevant email confirmations from November & December **** are attached.

Advance Payment & Written Confirmation

As advised by Tata AIA, I paid ₹*,**,*** on ** December ****, well before the January **** due date.

Payment was made using the official Tata AIA payment link.

Tata AIA acknowledged in writing that:

The payment was successfully received.

The premium mode was changed to yearly.

Unauthorized Refund & New Incorrect Demand

On ** January ****, without any explanation or consent:

Tata AIA refunded ₹**,***, and

Continued to retain ₹**,*** with them.

Subsequently, Tata AIA verbally claimed that the annual premium is now ₹*,**,***, and no explanation or help to see if its system glitch.

This revised amount was never quoted earlier, directly contradicts multiple written confirmations, and appears arbitrary.

Current Issues & Harassment

*) No justification for refunding money three weeks after confirming annual mode change.

*) No clarity on why part of the amount is still retained.

*) Customer service representatives are clueless, offering only apologies with no resolution.

*) Escalation emails remain unanswered for weeks.

I have spent months following up, including significant time and money on calls.

I am under constant stress that my policy may lapse due to Tata AIA’s internal failures.

Incorrect premium computation after written confirmation

Unauthorized partial refund

Failure to honor confirmed payment terms

Deficiency in customer service & grievance redressal

Mental harassment and risk of policy lapse due to insurer negligence

Relief Sought

I respectfully request IRDAI to intervene and direct Tata AIA to:

Immediately reinstate the annual premium of ₹*,**,*** as officially quoted and confirmed.

Reverse or correctly adjust the unauthorized refund and settle accounts transparently.

Provide written confirmation that my policy is active with:

No lapse

No penalty

No adverse impact on benefits or continuity

Take appropriate action against Tata AIA for repeated service failures and non-compliance with grievance redressal timelines.

Attachments Provided

Premium payment receipts (monthly & annual)

Email confirmations from Tata AIA (Nov–Dec ****)

Refund intimation dated ** Jan ****