The Insurance Regulatory and Development Authority of India (IRDAI) requires insurers to resolve policyholder complaints within a strict time frame. Issues such as unfair claim rejections, delays or mis‑selling must be addressed promptly.
Each insurer must appoint a Grievance Redressal Officer (GRO) at every office. A Board‑level Committee, the Policyholder Protection, Grievance Redressal and Claims Monitoring Committee (PPGR & CM Committee), ensures that complaints are handled efficiently.
Complaints can be lodged through a digital interface, direct correspondence or the insurer’s call centre. They are recorded in the insurer’s Complaints Management System (CMS), which is linked to the Bima Bharosa portal. The insurer must acknowledge the complaint immediately and provide a solution within 14 days.
If a policyholder does not receive a satisfactory response from the insurer, the next step is to approach the Grievance Redressal Cell of the IRDAI. Complaints can be filed and tracked on the official portal at bimabharosa.irdai.gov.in.
Policyholders can also lodge complaints by calling toll‑free numbers 155255 or 1800‑4254‑732, or by emailing complaints@irdai.gov.in. Physical letters and emails are also entered into the Bima Bharosa system.
The IRDAI call centre offers multilingual support in 12 languages, ensuring that citizens from all regions can seek help easily.