How to make a complaint - Policy Holder

How to make a complaint

If you are not satisfied with the services of your insurance company, you may

1
Walk into any office of the Insurer and lodge a complaint Or Approach the Grievance Redressal Officer(GRO) of the Insurance company (Please refer the below document containing E-mail Ids of GROs of all the Insurance companies)

2 Give your complaint in writing along with the necessary supporting documents

3
Take a written acknowledgement of your complaint with the date. The insurance company should resolve your complaint in any case not later than two weeks of receipt of complaint.

In case if it is not resolved within two weeks or if you are not satisfied with their resolution you may approach the Grievance Redressal Cell of the Consumer Affairs Department of IRDAI through the following means:

1
Register complaint directly in of IRDAI's online portal - Integrated Grievance Management System IGMS Portal*   - www.igms.irdai.gov.in  

2Send the complaint through Email to  complaints@irdai.gov.in

3Call Toll Free Number  155255 (or) 1800 4254 732

4Apart from the above options, if it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:

General Manager

Consumer Affairs Department- Grievance Redressal Cell,

Insurance Regulatory and Development Authority of India(IRDAI),

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

Gachibowli, Hyderabad-500032

Only complaints from the insured or the claimants shall be entertained. The Cell shall not entertain complaints written on behalf of policyholders by advocates or agents or by any third parties.

Complainants are requested to submit complete details of the complaint as required in the complaint registration form. Please see below to download the Complaint Registration Form. Without the required information called for in the Complaint Registration Form, IRDAI will not be in a position to register the complaint.

Once the complaint is registered in to IGMS, then details of complaint are passed on to respective insurance companies. Policy holder receives the confirmation email after registering the complaint along with IRDAI token no which helps in tracking of the complaint through IGMS.

Click here to read about IGMS*

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