Is your insurance company not concerned about your grievance? Is your insurer delaying or repudiating in settling your claim? You need not spend sleepless nights now. The below article provides you information on how you can lodge your complaint with IRDA.
The article also provides quick information in maximum turnaround time which an insurer usually takes with regard to your policy.
Integrated Grievance Management System
The Consumer Affairs Department of the Insurance Regulatory and Development Authority (IRDA) 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 insurer and if you are not satisfied with its disposal by the company, you may escalate it to IRDA through IGMS by accessing http://www.igms.irda.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 (i.e., web), you have several channels for grievance registration-through e-mail (complaints@irda.gov.in), through letter (address your letter to Consumer Affairs Department, Insurance Regulatory and Development Authority, 3rd Floor, Parishram Bhavan, Basheerbagh, Hyderabad: 4) or call IRDA call centre at toll free: 155255 through which IRDA shall, free of cost, register you complaints against insurers as well as help track its status.
IRDA call centre
The IRDA call centre assists by filling up the complaints form on the basis of the call. Wherever required, it will facilitate in filing of complaints directly with insurers 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.
The IRDA call centre offers an alternative channel for prospects and policyholders, with comprehensive tele-functionalities, serving as a 12 hours x 6 days service platform from 8 AM to 8 PM, Monday to Saturday in Hindi, English and various Indian languages.
When a complaint is registered with IRDA, it facilitates resolution by taking it up with the insurance company. The company is given 15 days time to resolve the complaint. If required, IRDA carries out investigations and enquiries. Further, wherever applicable, IRDA advises the complainant to approach the insurance ombudsman in terms of the Redressal of Public Grievances Rules, 1998.
Policyholder servicing turnaround times as prescribed by IRDA
| Service |
Maximum turnaround time |
| General |
| Processing of proposal & communication of decisions including requirements/issue of policy/cancellations |
15 days |
| Obtaining copy of the proposal |
30 days |
| Post policy issue service requests concerning mistakes/refund of proposal deposit and non-claim related service requests |
10 days |
| Life insurance |
| Surrender value/annuity/pension processing |
10 days |
| Maturity claim/survival benefit/penal interest not paid |
15 days |
| Raising claim requirements after lodging the claim |
15 days |
| Death claim settlement without investigation requirement |
30 days |
| Death claim settlement/repudiation with Investigation requirement |
6 months |
| General insurance |
| Survey report submission |
30 days |
| Insurer seeking addendum report |
15 days |
| Settlement/rejection of claim after receiving first/addendum survey report |
30 days |
| Grievances |
| Acknowledge a grievance |
3 days |
| Resolve a grievance |
15 days |
Source: IRDA handbook on insurance intermediaries
Read more:
How to file a complaint against an insurance company
Have complaints regarding insurance matters: Approach IRDA
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