My insurer is not resolving my complaint. What is the escalation route?
Complain to the insurer in writing: at a branch, by letter or email, on its website or through the call centre. The insurer acknowledges at once and has 14 days to resolve the complaint, giving reasons tied to the policy if it refuses (IRDAI Master Circular on Protection of Policyholders' Interests, 2024). Its reply has to carry the Ombudsman's contact details.
IRDAI's grievance cell comes next. File on Bima Bharosa at bimabharosa.irdai.gov.in, the only official address, which sends the complaint to the insurer and to IRDAI. You can also email complaints@irdai.gov.in or call 155255 or 1800 4254 732. IRDAI takes complaints only from the insured or the claimant, and turns away letters written on their behalf.
The Insurance Ombudsman hears personal policies and those held by a sole proprietor or micro enterprise. Go once the insurer rejects the complaint, replies in a way you are unhappy with, or stays silent for a month, and file within one year of that. It is free, the award can go up to ₹50 lakh, and it is due within three months of your last papers. The insurer pays within 30 days of an award.
A consumer commission is a separate route, but the Ombudsman will not take a matter a consumer forum already has. Choose before you file. The checker lays out the route and your dates.
If this is where you are
The insurer rejected my claim and quoted a clause. I need to answer it in writing before I can go to the ombudsman.
Appeal letter against a rejected insurance claim
A complaint letter to the insurer's grievance officer, with your policy clause and their reason set out, and a sheet with the dates that follow.
₹299₹499
Launch price until 30 November
Common questions
Which Ombudsman office do I file with?
The one whose area covers the insurer's branch or office, or where you live. There are 17 centres, and complaints can be filed online.
Can a lawyer file for me?
The Ombudsman route is for the policyholder, legal heirs, nominee or assignee, and the Council for Insurance Ombudsmen says there is no provision to engage a lawyer.
Want this handled for you? Tell us where you stand and we prepare the papers and take you through the filing.