Your insurance claim was rejected. Here's exactly what to do.
A rejected, delayed, or underpaid claim is not the end of the road — India gives policyholders a free, regulator-backed escalation ladder. Follow it in order.
Reviewed by the BimaHaq Insurance Grievance Desk — BimaHaq's in-house insurance-grievance team — specialists in IRDAI grievance redressal, the Insurance Ombudsman process, and policyholder rights in India. · Last reviewed 2026-07-11
In short: (1) get the written rejection letter; (2) complain to the insurer's Grievance Redressal Officer; (3) if it isn't resolved within 14 days, escalate to IRDAI on the Bima Bharosa portal; (4) if still unresolved, take it — free — to the Insurance Ombudsman (binding on the insurer); (5) or file with the consumer commission via e-Jagriti. Each step is explained below.
An insurer must acknowledge a policyholder's grievance immediately and provide a resolution within 14 days of receipt; if it is not resolved within 30 days, or the decision is unacceptable, the policyholder may approach the Insurance Ombudsman.
Get the rejection in writing from the insurer
Ask the insurer/TPA for the written repudiation letter citing the exact policy clause.
You cannot effectively challenge a rejection you can't see. Request the repudiation/denial letter with the specific clause and reason, plus copies of your policy wording and the claim file. This becomes the backbone of every later step.
Insurer's Grievance Redressal Officer (GRO)
File a written grievance with the insurer's GRO and get a complaint reference number.
Every insurer has a Grievance Redressal Officer. Submit a dated written complaint (email works) attaching the rejection letter and your reasons. The insurer must acknowledge the grievance immediately and provide a resolution within 14 days, with reasons referenced to your policy's terms (IRDAI Master Circular on Protection of Policyholders' Interests, 2024). If it is not resolved within 30 days — or the decision is unacceptable — you can escalate.
IRDAI via the Bima Bharosa portal
Escalate to IRDAI through the Bima Bharosa grievance portal (formerly IGMS).
Register the complaint on Bima Bharosa (bimabharosa.irdai.gov.in). IRDAI takes it up with the insurer and tracks resolution. This is a regulator-backed nudge, not an adjudication — but it often unlocks a stuck claim.
Insurance Ombudsman
File a complaint with the Insurance Ombudsman for your jurisdiction. It is free and binding on the insurer.
The Insurance Ombudsman (17 offices across India) adjudicates policyholder disputes free of charge — including complaints against insurers and their brokers/intermediaries. First raise a written grievance with the insurer; you can approach the Ombudsman once the insurer rejects it, fails to reply within one month, or the reply is unsatisfactory — within one year of that. You can file in writing or online at cioins.co.in. Awards are binding on the insurer, and monetary complaints are entertained up to ₹50 lakh (Insurance Ombudsman Rules, 2017, as amended in 2023). Important: come here BEFORE any consumer forum or court case — under Rule 14(5), the Ombudsman cannot take up a matter that is pending before, or was already decided by, a court, consumer forum, or arbitrator.
Consumer Commission (e-Jagriti) or civil court
File a consumer complaint online via e-Jagriti, or pursue mediation under the Mediation Act 2023.
Wrongful claim rejection is a 'deficiency in service'. You can file with the District/State/National Consumer Commission online at e-Jagriti (e-jagriti.gov.in) — the government portal that replaced e-Daakhil on 1 January 2025 — or resolve via mediation. Choose based on the amount, urgency, and evidence. Note: filing here permanently closes the Insurance Ombudsman route for the same dispute (Rule 14(5)) — if you want the free, binding Ombudsman award, use it first.
Common questions
My insurance claim was rejected. What should I do first?
Get the written rejection (repudiation) letter from the insurer or TPA stating the exact policy clause and reason, along with a copy of your policy wording and claim file. You cannot effectively challenge a rejection you can't see in writing.
How do I escalate an insurance complaint to IRDAI?
The insurer must acknowledge your grievance immediately and resolve it within 14 days. If it doesn't, register the complaint on IRDAI's Bima Bharosa portal (bimabharosa.irdai.gov.in, formerly IGMS). IRDAI takes it up with the insurer and tracks resolution.
Is complaining to the Insurance Ombudsman free?
Yes. The Insurance Ombudsman adjudicates policyholder disputes free of charge across 17 offices in India, and its award is binding on the insurer. You generally approach the office for your city or state within one year of the insurer's final reply.
Can I go to consumer court for a rejected insurance claim?
Yes. Wrongful claim rejection is treated as a 'deficiency in service', so you can file a consumer complaint online via e-Jagriti (e-jagriti.gov.in, the portal that replaced e-Daakhil) with the District, State, or National Consumer Commission, or pursue mediation under the Mediation Act 2023.
How long do I have to challenge a rejected claim?
Act quickly. Raise the grievance with the insurer immediately, and approach the Insurance Ombudsman generally within one year of the insurer's rejection or final reply. Consumer-forum limitation periods also apply, so do not delay.
Related guides
- File an IRDAI complaint (Bima Bharosa)
- File with the Insurance Ombudsman
- Which Ombudsman office covers you
- Consumer forum (e-Jagriti)
- Free complaint letter templates
- Claim-rejection statistics (India)
- Rejected for a pre-existing disease?
- Rejected for the waiting period?
- Rejected as “not covered”?
- Cashless denied by the TPA?
- Life insurance death claim repudiated?
- Motor (own-damage) claim rejected?
- Health claim only partly paid?
- Claim delayed? Know the timelines
- Thinking of a legal notice? Read this first
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.