1. What should you do in case you have a grievance against Insurance Company or its Intermediary/Agent? ❯

Approach the Grievance Redressal Officer of its branch or any other office that you deal with. Click here for mail ids of Grievance Redressal Officers, GRO, of all insurance companies

Give your complaint in writing along with the necessary support documents

Take a written acknowledgement of your complaint with the date.

The insurance company should resolve your complaint within 15 days of its receipt.

2. What should you do in case the resolution provided by grievance redressal officer of insurance company is unsatisfactory/ no resolution is provided within prescribed timeline? ❯

In case if it is not resolved within 2 weeks or if you are unhappy with their resolution you can approach the Grievance Redressal Cell of the Policyholders Protection and Grievance Redressal Department of IRDAI:

Call Toll Free Number 155255 (or)

Send an e-mail to complaints@irdai.gov.in

Make use of IRDAI's online portal - Bima Bharosa:

Register and monitor your complaint on Bima Bharosa Portal - at https://bimabharosa.irdai.gov.in/

Send a letter to IRDAI with your complaint:

Click here to download Complaint Registration Form

Fill and send the Complaint Registration Form along with any letter or enclosures, if felt necessary, by post or courier to:

General Manager

Policyholders Protection and Grievance Redressal Department- Grievance Redressal Cell,

Insurance Regulatory and Development Authority of India(IRDAI),

Sy.No.115/1,Financial District, Nanakramguda,

Gachibowli, Hyderabad-500032

3. What happens when I lodge a complaint on Bima Bharosa Portal - https://bimabharosa.irdai.gov.in/? ❯

A complaint registered through Bima Bharosa will flow to the insurer's system as well as the IRDAI repository. A Token Number is generated on successful registration of complaint in Bima Bharosa Portal and the complaint can be tracked using the Token Number. Updating of status of the complaint in insurer system will be mirrored in the Bima Bharosa Portal and the details of the update can be viewed in the Bima Bharosa Portal under the complainant login. The final resolution provided by the insurer will be available in the complainant login of Bima Bharosa Portal.

4. How do I track my grievance? ❯

The status of the complaint is displayed after successful logging in to the Bima Bharosa Portal by the complainant.

5. What are the various scenarios of Bima Bharosa complaint ❯

Best Case Scenario: New → Acknowledged → Pending → Attended To → Closed

If TAT crossed: New → Acknowledged →Pending → Escalated → Reopened → Attended To →Closed

If Resolution is not acceptable by POLICY HOLDER: New →Acknowledged →Pending →Attended To →Escalated →Reopened → Attended To →Closed

6. How do I contact the Grievance Redressal of Insurance Companies? ❯

The company wise contact details Grievance Redressal Officers (GROs) and the grievance redressal

procedure of insurance companies are made available in IRDAI’s website i.e., https://www.irdai.gov.in/

The direct URL/link is provided below to directly access the GRO details:

https://irdai.gov.in/list-of-gros

7. How do I contact the Insurance Ombudsman? ❯

The contact details of Insurance Ombudsman Centres are made available in the website of Council for

Insurance Ombudsman (CIO) at https://www.cioins.co.in/.

The direct URL for the same is https://www.cioins.co.in/Ombudsman.