How to file an insurance complaint with IRDAI on Bima Bharosa
If your insurer hasn't resolved your grievance within 14 days — or the reply is unsatisfactory — you can escalate to IRDAI for free on the Bima Bharosa portal. Here's exactly how to do it, step by step.
In short: first complain to your insurer (it must acknowledge immediately and resolve within 14 days). If it doesn't, go to bimabharosa.irdai.gov.in, register a policyholder account, lodge a new complaint with your policy and claim details, describe the grievance, upload the rejection letter and documents, and submit — you get a token/reference number to track it. Each step is explained below.
Before you start: Bima Bharosa is an escalation channel. You must first complain to the insurer's Grievance Redressal Officer and give it its statutory window — acknowledge immediately, resolve within 14 days. Only then escalate here. New to the process? Start with what to do when a claim is rejected.
Complain to your insurer first (precondition)
Raise a written grievance with the insurer's Grievance Redressal Officer and keep the reference number.
Bima Bharosa is an escalation, not the first stop. Complain to the insurer first: it must acknowledge your grievance immediately and resolve it within 14 days of receipt. Only escalate to IRDAI once that window lapses without resolution, or the reply is unsatisfactory. Keep the insurer's complaint reference and the rejection/repudiation letter — you will need them.
Register on the Bima Bharosa portal
Go to bimabharosa.irdai.gov.in and create a policyholder account (register / sign up).
Open the Bima Bharosa portal (the IRDAI grievance system, formerly IGMS) and register as a policyholder using your email address and mobile number. Verify via the OTP sent to you, then log in. If you already have an account from an earlier complaint, just sign in.
Enter your policy and claim details
Start a new complaint and fill in the insurer, policy number, and claim/reference number.
Choose to lodge a new complaint, select the insurance company, and enter your policy number, the claim or intimation number, and the type of insurance (health, life, motor, etc.). Accurate identifiers help IRDAI route the complaint to the right insurer quickly.
Describe the grievance
Write a clear, dated summary of what went wrong and what resolution you want.
State the facts plainly: what you claimed, when, how the insurer responded (rejection, delay, or underpayment), the clause they cited, and why you disagree. Reference the insurer's complaint number and note that their 14-day resolution window has lapsed or the reply was unsatisfactory. Say exactly what outcome you want.
Upload your supporting documents
Attach the rejection letter, policy wording, claim documents, and prior correspondence.
Upload the insurer's written repudiation/denial letter, your policy document, the claim form and bills, and any emails or acknowledgements from the insurer. A well-documented complaint is far more likely to move. Follow the portal's file-format and size limits shown on the upload screen.
Submit and save your token / reference number
Submit the complaint and record the Bima Bharosa token/reference number generated for it.
On submission the portal generates a unique complaint token (reference number). Save it. You can log back in any time to check status, add documents, or view the insurer's response. IRDAI forwards the complaint to the insurer and tracks it through the system.
If Bima Bharosa doesn't resolve it
IRDAI forwards your complaint to the insurer and tracks resolution through the portal, but Bima Bharosa is a regulatory nudge — not an adjudication. If the outcome is still unsatisfactory, escalate to the Insurance Ombudsman for your jurisdiction. It is free, its award is binding on the insurer, and it entertains monetary complaints up to ₹50 lakh. You generally approach it within one year of the insurer's rejection or final reply, after a one-month insurer pre-condition.
Common questions
How do I file an insurance complaint with IRDAI on Bima Bharosa?
First complain to your insurer's Grievance Redressal Officer. If it is not resolved within 14 days or the reply is unsatisfactory, register on IRDAI's Bima Bharosa portal (bimabharosa.irdai.gov.in), create a policyholder account, lodge a new complaint with your policy and claim details, describe the grievance, upload the rejection letter and supporting documents, and submit. The portal issues a token/reference number you can use to track resolution.
Do I have to complain to the insurer before using Bima Bharosa?
Yes. Bima Bharosa is an escalation channel. You must first raise the grievance with your insurer — which has to acknowledge it immediately and resolve it within 14 days. Escalate to IRDAI on Bima Bharosa only if that window lapses without resolution or the reply is unsatisfactory.
Is there any fee to file a complaint on Bima Bharosa?
No. Registering and lodging a grievance on IRDAI's Bima Bharosa portal is free. It is a regulator-backed system that forwards your complaint to the insurer and tracks resolution.
What happens after I file a complaint on Bima Bharosa?
IRDAI forwards the complaint to the insurer through the portal and tracks it. You get a token/reference number to monitor status and add documents. Note that Bima Bharosa is a regulatory nudge, not an adjudication — if the outcome is still unsatisfactory, you can approach the Insurance Ombudsman (free and binding on the insurer) or the consumer commission.
What if Bima Bharosa doesn't resolve my complaint?
If the insurer's response through Bima Bharosa is still unsatisfactory, escalate to the Insurance Ombudsman for your jurisdiction. It is free, the award is binding on the insurer, and monetary complaints are entertained up to ₹50 lakh. Approach it within one year of the insurer's rejection or final reply, after the one-month insurer pre-condition.
This guide is general information about the insurance-grievance process in India, not legal advice, and figures (timelines, monetary limits, jurisdiction) can change — verify against the official sources linked above before you rely on them.