How to complain to your insurer and on Bima Bharosa.

Write to the insurer first

You can complain at a branch, by letter or email, on the insurer’s website or through its call centre. A written complaint to the Grievance Redressal Officer is best, because you will need it later. Keep proof that you sent it.

• The insurer must acknowledge your complaint immediately.
• It must resolve it within 14 days, giving its reasons with specific reference to the policy terms if it doesn’t accept your complaint.
• Its reply must include the contact details of the Insurance Ombudsman.
• Insurers must also run a separate channel for senior citizens’ health claims and grievances, listed on their website.

What to put in the complaint

• Policy number, claim number and the date of the rejection or settlement letter
• The insurer’s stated reason, and why you disagree
• The rules or policy clauses that support you
• Copies of the rejection letter, policy schedule, discharge summary and bills

Bima Bharosa, IRDAI’s complaint portal

Bima Bharosa (bimabharosa.irdai.gov.in) lets you register a complaint online. It goes to the insurance company first and can be escalated to IRDAI’s grievance cell if needed. Insurers’ complaint systems are linked to it in real time.

You can also call the Bima Bharosa Shikayat Nivaran Kendra on 155255 or 1800 4254 732, or email complaints@irdai.gov.in. The portal never asks for payment.

When you can go to the Ombudsman

If the insurer rejects your complaint, doesn’t reply within one month of receiving it, or you’re not satisfied with its reply, you can complain to the Insurance Ombudsman. It’s free. File within one year of the insurer’s reply, or of the end of the one-month wait. See our Ombudsman guide for the steps.