Filing Insurance Complaint with IRDA’s Grievance Redressal Cell

The Insurance Regulatory and Development Authority of India (IRDA) became an autonomous body following recommendations of the Malhotra Committee’s report in 1999. In April 2000, IRDA was incorporated as a statutory body under the Ministry of Finance and was assigned the task of regulating insurance and reinsurance industries in the country. In the same year in August, IRDA opened up the market with an invitation for applications for registrations and also allowed foreign companies ownership of up to 26%. 

IRDA has the power to frame regulations under Section 114A of the Insurance Act, 1938. Since 2000, the authority has framed various regulations ranging from registration of companies for carrying on insurance business to protection of policyholders’ interests. IRDA aims to promotes competition in order to enhance customer satisfaction through increased consumer choice and lower premiums while ensuring the financial security of the insurance market. 

Many times, insurance companies fail to fulfil the promises made to the policyholders. Even after complaining about insurance related matters, the insurance companies cannot provide the policyholders with a proper solution. In such cases, the policyholders can approach the Grievance Redressal Cell in the Policyholder's Protection & Grievance Redressal Department of IRDA. The Grievance Cell looks into complaints/grievances from policyholders. This Cell takes up the grievances with the respective insurers for redressal. 

Grievance Redressal Cell’s Portfolio

IRDA’s Grievance Redressal Cell was established to take care of the portfolios mentioned below:

If a policyholder has already filed a complaint to the life/non-life/health insurance company, and they’re unsatisfied with the response and need further help, they can approach the Grievance Redressal Cell.

Bima Shikayat

If investigations or enquiries are required, they are carried out by IRDA. IRDA has provided an alternative channel called Bima Shikayat - IRDA Grievance Call Centre (IGCC) for prospects and policyholders to file complaints with the Grievance Cell. Policyholders can call on Bima Shikayat’s Toll Free Number 155255, for registering complaints. Through the same channel, they can also track the status of their complaints.

Bima Bharosa

Bima Bharosa, formerly known as Integrated Management System (IGMS), is a comprehensive solution which not only can provide centralized and online access to the policyholders but also complete access and control to IRDA for monitoring market conduct issues including policyholder grievances. Bima Bharosa classifies different complaint types based on predefined rules. The system can assign, store and track unique complaint IDs. 

Raising Public Awareness 

To create public awareness about the need for insurance, generic products and grievance redressal services, the cell releases advertisements through audio, video, and print media in English, Hindi and other regional languages.  

Examining Policyholder Protection Issues/Initiatives

The Cell also takes care of any other issues of relevance to policyholder protection and collaborates with the respective regulatory departments to take any necessary actions. 

The cell also sponsors consumer bodies to conduct seminars to educate prospects or policyholders regarding matters related to life, general and health insurance.

Insurance Ombudsman Matters

To assist policyholders in having their complaints settled out of the court systems in a cost-effective, efficient and just way, the Government of India, under sec 114(1) of The Insurance Act 1938, established the insurance ombudsman scheme by passing the Redressal of Public Grievances Rules in 1998. 

Complainants who approach the authority on claims related disputes are advised to approach the Insurance Ombudsman. The Insurance Ombudsman can entertain complaints where the compensation awarded does not exceed rupees 50 Lakhs. 

Process for filing the Complaint

• For complaints against insurers, policyholders are required to first approach the Grievance Redressal Cell of the Insurance Company. You can check the mail IDs of the Grievance Redressal Officers of the Insurance companies by visiting IRDA’s official porta.
• In case no response is received by the policyholders within a reasonable period, the policyholders can approach IRDA’s Grievance Redressal Cell in the Policyholder's Protection & Grievance Redressal Department.
• Only complaints from the insured are entertained by the cell. Advocates, agents or any third parties are not permitted to write complaints on behalf of the policyholders. 
• Policyholders must carefully fill in the details of the complaint in the complaint registration form on the official portal of IRDAl. You can download the form here. If the required information is not provided in this form, the complaint will not get registered by IRDA.
• There are four ways by which the policyholders can register their complaints:
• Policyholders can use the Bima Bharosa system - IRDA Portal at https://bimabharosa.irdai.gov.in/ to register the complaints themselves and to monitor the status of the complaints.
  • Another option is to send the complaint through Email to complaints@irdai.gov.in.
  • Alternatively, the policyholders can call the Toll Free No. 155255 or 1800 4254 732.
  • Apart from the three options mentioned above, if the complainant wants to send the complaint in physical form, the same may be sent to the General Manager of IRDA at the following address:

Policyholder's Protection & Grievance Redressal Department – Grievance Redressal Cell.

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

Gachibowli, Hyderabad – 500 032.

If you are a policyholder who needs guidance in filing the complaint form against your insurance company, you can reach out to our insurance consultants at Registrationwala.

Author: Dushyant Sharma

Hey there, I'm Dushyant Sharma. With the extensive knowledge I've gained in past 8 years, I have been creating content on various subjects such as banking, insurance, telecom, and all the important registration and licensing processes for various companies. I'm here to help everyone with my expertise in these areas through my articles.