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 the Bima Bharosa.

Bima Bharosa provides a gateway for policyholders to register complaints with insurance companies first and if need be escalate them to the IRDAI Grievance Cells. Bima Bharosa is a comprehensive solution which not only has the ability to provide a centralized and online access to the policyholder but complete access and control to IRDAI for monitoring market conduct issues of which policyholder grievances are the main indicators.

It uses Web interface to ensure that it is accessible at all places and is on real time. It has also a mechanism to capture complaints received in physical as well as email form or voice calls received by IRDAI Grievance Call centre (BIMA BHAROSA SHIKAYAT NIVARAN KENDRA).

IRDAI Grievance Call Centre (BIMA BHAROSA SHIKAYAT NIVARAN KENDRA)

Toll Free

1800 4254 732

155255

complaints@irdai.gov.in

BIMA BHAROSA SHIKAYAT NIVARAN KENDRA also provides the details of the redressal mechanism of the insurance companies whenever the policyholders require them. Apart from this, BIMA BHAROSA SHIKAYAT NIVARAN KENDRA also educates the policyholders about the Insurance Ombudsman which provides a channel for proper disposal of complaints coming in the prescribed jurisdiction.

How Bima Bharosa Works: The policy holder needs to log on to https://bimabharosa.irdai.gov.in/ and create a profile to register a complaint. Policy holders can lodge one or more complaints. Once the policy holder is registered with Bima Bharosa, the complaint details are sent to the respective insurance companies. The policy holder can view the details of the branch offices of the insurance company while registering the complaint. The policy holder receives a confirmation email/SMS after registering the complaint with the IRDAI token number which will be used by IRDAI and the Insurance Company for tracking the complaint through Bima Bharosa. The complaint lodged through Bima Bharosa flows into the system of the insurer as well as the IRDAI repository. If the complainant is not satisfied with the resolution provided by the insurer, he may proceed the complaint for review by IRDAI for possible violation of regulations. All transactions between the insurer, the insured and the comments by IRDAI are visible to the complainant.