The Ministry of Finance (MoF) on August 14, 2026, notified regarding the Mechanism for Timely Redressal of Insurance Policyholders’ Grievances.
The following has been stated:
• IRDAI has reiterated the grievance redressal mechanism for policyholders, requiring insurance-related complaints such as claim rejection, delays, mis-selling and service deficiencies to first be raised with the concerned insurer. At the insurer level, the Grievance Redressal Officer (GRO) is responsible for handling complaints, while the Policyholder Protection, Grievance Redressal and Claims Monitoring Committee (PPGR & CM Committee) oversees grievance redressal at the Board level. All complaints received through digital platforms, correspondence or call centres are required to be recorded in the insurer’s Complaints Management System (CMS), which is integrated with the Bima Bharosa Portal, with the insurer required to acknowledge the complaint immediately and resolve it within 14 days.
• If the policyholder does not receive a satisfactory response or the complaint remains unresolved, the matter may be escalated to IRDAI through the Bima Bharosa Portal, which serves as the integrated grievance-monitoring platform for the insurance sector. Complaints can also be lodged through IRDAI’s designated helpline numbers 155255 / 1800-4254-732 or through email at [email protected]. Physical and email complaints are also registered on Bima Bharosa, and the IRDAI call centre provides multilingual support in 12 languages
[Press release id – 2299382]
