Grievance Redressal Mechanism

What grievance redressal mechanism is available to life insurance policy holders?

The Consumer Affairs Department of the Insurance Regulatory and Development Authority of India (IRDAI) has introduced the Integrated Grievance Management System (IGMS) which is an online system for registration and tracking of grievances. You must register your grievance first with the insurance company 

In case you are not satisfied with its disposal by the company, you may escalate it to IRDAI through IGMS by accessing: https://www.irdai.gov.in/

In case you are not able to access the insurer’s grievance system directly, IGMS also provides you a gateway to register your grievance with the insurer.

Apart from registering your grievance through IGMS website, you have other channels for grievance registration - through e-mail to Consumer Affairs Department, IRDAI or simply call IRDAI Call Centre at Toll Free 155255 through which IRDAI shall, free of cost, register your complaints against insurance companies as well as help track its status. 

The Call Centre assists by filling up the complaints form on the basis of the call. Wherever required, it will facilitate the filing of complaints directly with the insurance companies as the first port of call by giving information relating to the address, telephone number, website details, contact number, e-mail id etc of the insurance company.

When a complaint is registered with IRDAI, it facilitates resolution by taking it up with the insurance company. The company is given 15 days time to resolve the complaint. If required, IRDAI carries out investigations and enquiries. Further, wherever applicable, IRDAI advises the complainant to approach the Insurance Ombudsman in terms of the Redressal of Public Grievances Rules, 1998