On March 17, 2026, Pankaj Chaudhary, Union Minister of State in the Ministry of Finance, quoting IRDAI data, said 2,57,790 complaints were filed against insurers in FY 2024-25. The data covered life and non-life insurers. Replying to a question by a Rajya Sabha MP, Chaudhary also said claims repudiated without reasons, survival benefit not paid, and maturity benefit not paid are among the top complaint categories.
As of Q1 2027, 80,539 insurance-related complaints have been filed. Of these, 46% are related to claims. The Life Insurance Corporation of India recorded the highest, almost a one-third share, in that figure. Health insurers account for a large share of the complaints in the non-life insurance sector.
Claim Rejections
Over the years, the IRDAI has implemented stringent disclosure requirements for an insurer’s claim rejection. To improve transparency and reduce disputes, insurers must now cite specific policy clauses when rejecting claims. These reforms have made it easier for policyholders to challenge rejections and pursue the claim through grievance redressal channels, such as the insurance ombudsman and consumer courts.
Under the new framework, insurers must process routine requests, such as cashless pre-authorisation requests, within one hour. Penalties apply for insurers who fail to communicate decisions within predetermined timeframes. The move also aims to improve consumer satisfaction.
The Escalation Ladder
The IRDAI lays out rules for effective grievance redressal when an insurer denies a policyholder’s claim. A structured path for raising a formal complaint looks like,
Customer Support → Insurer Grievance Cell (GRO) → IRDAI Insurance Ombudsman
- Day 1 – 15: At the insurer level, policyholders can approach the insurance company’s customer support team or the designated Grievance Redressal Officer (GRO). GROs are nodal officers tasked with handling complaints, and every insurance company is required to have one. The insurer will also have a Board-level committee that will deal with your grievance indirectly.
Grievances received through the CX team or digitally are registered in the Complaints Management System, which is integrated with the Bima Bharosa portal. As per the latest advisory issued by the Department of Financial Services on August 14, 2026, insurers must respond to complaints and provide a resolution within 14 days.
- Day 15 – 30: If policyholders do not receive a response from their insurer within 14 days or are dissatisfied with the resolution, they can contact the Grievance Redressal Cell of the IRDAI (https://www.igmsirdai.com/) or email the complaint to helpdesks@igmsirdai.com. The regulatory authority registers structured complaint emails or letters in the Bima Bharosa portal.
Communication may also be sent in the physical form, addressed to:
General Manager
Insurance Regulatory and Development Authority of India(IRDAI)
Policyholder’s Protection & Grievance Redressal Department – Grievance Redressal Cell.
Sy. No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad – 500 032.
Hereafter, policyholders can approach one of the territorial Insurance Ombudsman offices in India to secure a binding resolution on claims up to ₹50 Lakh. The ombudsman must issue an order within 3 months of receiving the complaint.
- After Month 3: If a policyholder is dissatisfied with the outcome ruled by the Insurance Ombudsman, they can approach the consumer court for a final resolution. In genuine cases, consumer courts have been observed to favour policyholders and the award factors in the mental fatigue borne by the policyholders. Cases usually take 16-18 months, and the policyholder may present the case themselves.
Paperwork for Filing Grievances
Before escalating grievances, policyholders must gather the documents the authorities will require. These include,
- Policy document
- Screenshots of the clause relevant to the dispute
- Pre-authorisation approvals or remarks on the claim
- Bills, receipts, discharge summary reports (as applicable)
- Repudiation letter of the insurer
- Screenshots of email trail or letters relating to the rejected claim
- Previous grievance records, wherever applicable
Most grievance emails/letters to the IRDAI’s Grievance Redressal Cell follow a templatised format. The Council for Insurance Ombudsman provides a downloadable complaint form for the insured to submit their grievances, as does the IRDAI.
MyRupia offers independent guidance to aggrieved policyholders for grievance resolution. Redressal pathways are clearly explained through detailed escalation guides. Talk to our impartial experts and get meaningful IRDAI escalation support for sustained peace of mind.
Disclaimer: This MyRupia article is for informational purposes only and is based on publicly available government, regulatory and industry sources. It should not be treated as investment, financial, tax, insurance, or legal advice. Information, examples, market data, and expert views mentioned in the article may change over time and should not be considered a recommendation to buy, sell, invest in, or surrender any financial product. Readers should evaluate their individual circumstances and consult a qualified financial professional before making decisions.