Complaining to IRDAI on Bima Bharosa

Every insurer must acknowledge a grievance immediately and resolve it within 14 days. If it does not, or you are not satisfied, escalate to IRDAI through the Bima Bharosa portal (bimabharosa.irdai.gov.in), the toll-free helpline 155255 or 1800-4254-732, or complaints@irdai.gov.in. The complaint is logged, tracked and followed up with the insurer — and keeps your record clean for the Ombudsman.

Step by step

1. Complain to the insurer's Grievance Redressal Officer

   Through the insurer's website, email, branch or call centre. Note the complaint number — it is logged in the insurer's system, which is linked to Bima Bharosa.

2. Give it 14 days

   Insurers must resolve grievances within 14 days. If there is no reply, or the reply does not address the rejection ground, escalate.

3. Register on Bima Bharosa

   Create an account on bimabharosa.irdai.gov.in, choose the insurer, and enter the policy, claim and insurer complaint numbers.

4. Write the complaint precisely

   State the rejection ground, why it is wrong (with the policy clause or IRDAI rule), and the relief you want. Attach the rejection letter and your grievance.

5. Track and follow up

   Use the token number to track. If the outcome is still unsatisfactory, go to the Insurance Ombudsman within one year of the insurer's final reply.

Other ways to reach IRDAI

• Toll-free: 155255 or 1800-4254-732 (multilingual)
• Email: complaints@irdai.gov.in
• Letters and emails are also registered on Bima Bharosa

What IRDAI does — and does not

IRDAI follows the complaint up with the insurer and monitors how it is handled. It does not adjudicate the claim itself like a court. For a binding decision, use the Insurance Ombudsman or the consumer commission.

Related guides

• Claim rejected? What to do
• Insurance Ombudsman complaint
• Legal notice to an insurer
• All rejected-claim guides

How long does an insurer have to reply to a complaint?

Insurers must acknowledge a grievance immediately and resolve it within 14 days.

What is the IRDAI toll-free number?

155255 or 1800-4254-732. You can also email complaints@irdai.gov.in or use bimabharosa.irdai.gov.in.

Is a Bima Bharosa complaint required before the Ombudsman?

No. What the Ombudsman requires is that you first wrote to the insurer. Bima Bharosa is a useful step in between.