The Policyholder's Protection & Grievance Redressal Department of the Insurance Regulatory and Development Authority of India facilitates looks into complaints/grievances from policyholders and takes up the grievances with the respective insurers for redressal.
Prospects and policyholders are advised to first file their complaints with the respective insurance companies. If they do not receive a response from the insurer within a reasonable period of time or are dissatisfied with the response of the company, they may approach the Policyholder's Protection & Grievance Redressal Department of the IRDAI. IRDAI shall facilitate re-examination of the complaint and resolution by the insurance company.
To enable effective monitoring of Policyholder protection Regulations and Grievance Guidelines and Turn around times thereby mandated, as well as to create a central repository of industry-wide insurance grievances’ data, IRDAI has implemented Bima Bharosa (an Integrated Grievance Management System earlier known as IGMS) . Bima Bharosa provides a gateway to register complaints with insurance companies and track their status. IRDAI has provided an alternative channel for prospects and policyholders to lodge complaints with the IRDAI grievance call centre (IGCC). The IGCC receives and registers complaints. Complainants can also track the status of their complaints through IGCC.
IRDAI Grievance Call Centre (IGCC) can be accessed through a toll free number 1800 4254 732 / 155255 for voice calls and email@example.com through e-mail. The IGCC also provides details of the redressal systems of insurance companies whenever policyholders require them. Further, the IGCC also educates policyholders about the Insurance Ombudsman who provides a channel for fair disposal of complaints falling within the jurisdiction laid down.
Registration of Complaints in Bima Bharosa by Policyholders:
- Can directly register complaint in the Bima Bharosa Portal https://bimabharosa.irdai.gov.in/
- Can send the complaint through Email to firstname.lastname@example.org.
- Can call Toll Free No. 155255 or 1800 4254 732.
- Apart from the above options, if it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:
Insurance Regulatory and Development Authority of India(IRDAI)
Policyholder's Protection & Grievance Redressal Department – Grievance Redressal Cell.
Sy.No.115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad – 500 032.
Only complaints from the insured or the claimants shall be entertained. Complaints written on behalf of policyholders by advocates or agents or by any third parties shall not be entertained.
Complainants are requested to submit complete details of the complaint as required in the complaint registration form. Click here to download the Complaint Registration Form. Without the required information called for in the Complaint Registration Form, IRDAI will not be in a position to register the complaint.
Once the complaint is registered in to Bima Bharosa Portal, then details of complaint are passed on to respective insurance companies. Policy holder receives the confirmation email after registering the complaint along with IRDAI token no which helps in tracking of the complaint through Bima Bharosa Portal.