Many people prefers to invest in bima to protect their lives from various tough situations. Customers often say about multiple types of issues related to their insurance. As a common person, many perhaps do not know, where and how to file insurance related problems.

This is a new and upgraded system from insurance regulator IRDAI (Insurance Regulatory and Development Authority of India), replacing the old IGMS. Through this portal, your complaint reaches both your insurance company and IRDAI simultaneously. This allows for real-time visibility of every status update on both platforms, making it easy for you to track.

IRDAI’s Consumer Affairs page and the FAQ section of the portal provide complete details on this process. Offline options such as helplines and email are also available.

Where to complain first

When you file a complaint, it first goes to your insurance company’s grievance team. They are required to respond within the stipulated timeframe. If there is a delay or an unsatisfactory response from the company, you can escalate the complaint to the Insurance Ombudsman.

By 2025, IRDAI had proposed appointing an “Internal Insurance Ombudsman” in every insurance company to facilitate early settlement of claims up to ₹50 lakh. This step was taken to further strengthen the tracking system of the Insurance Bharosa portal.

Procedure for filing a complaint

  • Visit the Bima Bharosa website and click on ‘Register Complaint’.
  • Create profile by filling in your name, mobile number and email ID and login.
  • Select your insurance company and enter the policy or claim number.
  • Write your complaint in simple language and upload the required documents (such as rejection letter or email trail).
  • After submitting you will get a token number.
  • This allows you to track case progress using labels like ‘New’, ‘Attended’ or ‘Closed’.

Previously, customers had no idea where their complaint was stuck or what happened next. Now, the Insurance Bharosa portal connects the systems of both the insurance company and IRDAI, providing a live track and timeline of every update. Full details of this new system are provided on IRDAI’s website, Policyholder.gov.in. According to recent reports, IRDAI is now integrating this digital tracking system with the proposed in-house ombudsman system. This will reduce the number of pending cases and expedite the resolution of complaints.