How to File a Complaint with IRDAI — Bima Bharosa Guide
Having a dispute with your insurance company? Don’t know what to do next? The IRDAI complaint process provides a formal mechanism to escalate your issues.
The Insurance Regulatory and Development Authority of India (IRDAI) manages the Bima
Bharosa platform. This platform allows policyholders to:
- Register grievances
- Track the progress of previous grievances
- Seek regulatory oversight when an insurer fails to address concerns appropriately
If your insurance company does not respond within the mentioned time frame, the complaint may be escalated through Bhima Bhadohsa. You can also follow this process if you feel that any resolution provided to you is unsatisfactory.
Understanding the grievance system beforehand can help you submit a complete complaint and improve the efficiency of grievance handling.
When to Use Bima Bharosa
The IRDAI Bima Bharosa portal is designed to help policyholders who have already attempted to resolve their issues directly with the insurance company but have not received a satisfactory response.
You may use the portal in the following situations:
- The insurer has failed to respond to your grievance within the prescribed period.
- You have received a response, but are not satisfied with the outcome.
- Your claim has been delayed without adequate justification.
- A claim has been partially settled, and you disagree with the insurer’s decision.
- You believe the policy was sold using misleading information or incorrect representations.
- The insurer has issued a policy without proper authorisation or consent.
- You have identified discrepancies in policy servicing, endorsements, or premium collection.
- You suspect unfair treatment, non-disclosure, or regulatory non-compliance.
The IRDAI compliant process is extremely useful because it creates an official record of the dispute and enables regulatory monitoring of the complete handling process.
What You Need Before Filing
Trying to file complaint against insurer? Prepare all required information beforehand so that the registration process becomes easier. Doing this can also reduce any delays caused by incomplete submissions.
Keep the following documents readily available:
Policy and Personal Information
- Policy number
- Name of the insurer
- Policyholder name
- Registered mobile number
- Registered email address
Previous Grievance Records
Before escalating to the IRDAI compliant process, collect evidence showing that the issue was first raised with the insurer.
This includes:
- Internal grievance reference number issued by the insurer
- Complaint acknowledgement received from the insurer
- Email correspondence regarding the grievance
- Customer service reference numbers
- Written responses from the insurer
Supporting Documents
Depending on the nature of the complaint, certain additional documents may also be required:
- Policy schedule
- Policy wording document
- Claim form
- Claim rejection letter
- Settlement letter
- Medical documents
- Surveyor reports
- Premium payment receipts
- Screenshots of online communications
- Letters exchanged with the insurer
Complaint Summary
Before filing, prepare a concise summary covering:
Information Required | Why It Matters |
Nature of complaint | Helps classify the grievance correctly |
Chronology of events | Allows reviewers to understand the dispute |
Actions already taken | Demonstrates prior engagement with the insurer |
Supporting evidence | Strengthens the complaint |
Desired resolution | Clarifies the outcome you are seeking |
Providing accurate and complete information at the outset can help avoid requests for additional clarification later in the IRDAI compliant process.
Step-by-Step Filing Process
The IRDAI complaint process through Bima Bharosa can generally be completed online in a few simple steps.
Step 1: Visit the Bima Bharosa Portal
Visit bimabharosa.irdai. This is the central portal for registering and tracking insurance-related complaints.
Step 2: Create Your Account
If you are a first-time user, register by providing:
- Mobile number
- Email address
- Basic personal information
An OTP verification process may be required to validate your contact details.
Step 3: Select Your Insurer
Choose the insurance company against which the complaint is being filed. You will need to provide all details related to your insurance company and policy details.
Step 4: Enter Complaint Details
Provide a detailed explanation of the issue. A strong complaint description should include:
- What happened
- When the issue occurred
- What action was taken by the insurer
- Why the response is unsatisfactory
- What resolution are you seeking
Avoid vague descriptions and focus on factual information supported by documents wherever possible.
Step 5: Upload Supporting Documents
Attach all relevant documents that support your grievance. These may include:
- Policy documents
- Claim records
- Rejection letters
- Email correspondence
- Payment proofs
- Medical records
- Survey reports
Ensure that uploaded files are clear, legible, and relevant to the complaint being raised.
Step 6: Review the Submission
Before finally submitting your grievance, make sure that you have uploaded all details correctly. Carefully reviewing the information can help prevent processing delays caused by errors or omissions.
Step 7: Submit the Complaint
Once submitted, the system generates a complaint registration number. This number is important because it enables you to:
- Track complaint progress
- Refer to the grievance during future communication
- Access updates regarding resolution efforts
Keep the reference number safely stored for future use.
Step 8: Monitor Complaint Status
After registration, the complaint is forwarded to the insurer through the grievance management system. Updates are generally communicated through:
- Portal dashboard notifications
- SMS alerts
- Email notifications
What Happens After Filing
After the complaint is registered, the insurer receives a notification through the grievance management system. During the review stage:- The insurer examines the grievance.
- Supporting documents may be evaluated.
- Additional information may be requested if required.
- Status updates are recorded within the system.
- Policyholders receive progress notifications.
Important: The complaint should be put in by the affected individual only. The complaints from the advocates, agents, or third parties on behalf of the policyholder are not entertained by IRDAI.
Decoding Your Complaint Status
Possible complaint statuses include:| Status | Meaning |
| Registered | Complaint successfully filed |
| Under Review | Complaint being examined |
| Awaiting Information | Additional documents required |
| Resolved | Resolution provided by insurer |
| Closed | Complaint process completed |
IRDAI Helpline as an Alternative
Policyholders who are unable to use the online platform may also contact IRDAI through its consumer support channels.Helpline Details
| Contact Method | Details |
| Toll-Free Helpline | 155255 |
| Alternate Toll-Free Number | 1800 4254 732 |
- Guidance on complaint registration.
- Information regarding grievance procedures.
- Status updates on existing complaints.
- Clarification regarding documentation requirements.
- General policyholder support.
The required documents for the registration are:
- Copy of representation submitted to Insurance Broker/Insurance Company
- Letter from Insurance Company/Insurance Broker rejecting the representation or repudiating the claim
- Copy of insurance policy
- KYC documents
- Photograph
- Any other deemed necessary
Step 4: Consider Consumer Court or Other Legal Remedies
This step can be taken if all the above-mentioned steps fail to satisfactorily address the issue. In this case, you or your legal heir, appointee, nominee and others can file a consumer complaint.
The complaints must be filed in one of the three forums, depending on the type of claim. Here is when to choose which:
Forum/Commission | Value of Claim |
District Consumer Disputes Redressal Forum (DCDRF) | Below INR 50 lakhs |
State Consumer Disputes Redressal Commission (SCDRC) | Between INR 50 lakh and 2 crore |
National Consumer Disputes Redressal Commission (NCDRC) | Above INR 2 crores |
The complaint can be filed online through the Consumer Helpline website. For an offline complaint, send the letter with the required documents to the Redressal Agency. Also, you will need an affidavit in court to indicate that the presented facts and statements are correct and true.
Note that this will require payment of fees that may range from INR 200 to 7500. It will depend on the amount pleaded and the court you are filing the complaint in, such as state, national, or district.
Understanding your rights as a policyholder in India helps you avoid problems later.
Use the Know Your Policy Tool for a structured breakdown of your policy.
Register a complaint now if your grievance has not been addressed.
Talk to an Expert if you need any assistance with your policy.
FAQ
Frequently Asked Questions
1. Can I file a complaint directly with IRDAI?
IRDAI expects policyholders to first raise the grievance with the insurance company. If the insurer does not respond within the prescribed time or if you are dissatisfied with the response, you may escalate the matter through the Bima Bharosa portal.
2. Is there a fee for filing a complaint through Bima Bharosa?
No. Registering and tracking a grievance through the Bima Bharosa platform is free for policyholders.
3. What if I am not satisfied with the outcome of the complaint?
If the grievance remains unresolved or you are unhappy with the outcome, you may explore other dispute resolution mechanisms available to policyholders, such as the Insurance Ombudsman or legal remedies, depending on the circumstances.
Disclaimer: Portal features and processes may be updated. Always check bimabharosa.irdai.gov.in for current filing instructions.
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