At each rung of the escalation ladder you put your case in writing. A clear, dated, document-backed letter is what moves a stuck claim.
Grievance to the insurer (GRO)
Address it to the insurer's Grievance Redressal Officer. State your policy and claim numbers, the date and reason of rejection, why the rejection is wrong, and what you want (claim paid / reconsidered). Attach the repudiation letter and supporting documents. Ask for a written response within the regulatory timeline (acknowledge immediately, resolve within 14 days). Keep the complaint reference number the insurer gives you.
Escalation on Bima Bharosa (IRDAI)
When the insurer's window lapses or the reply is unsatisfactory, register the same facts on the Bima Bharosa portal (bimabharosa.irdai.gov.in), quoting the insurer's complaint reference and the dates.
Insurance Ombudsman complaint (Annexure VI-A / Form P-II)
The Ombudsman complaint uses the official Annexure VI-A (Form P-II) format: your details, the insurer, policy and claim numbers, the dates of the grievance and the insurer's reply, the relief sought and amount, and the prescribed a–e declaration (that the same dispute is not pending elsewhere, etc.). Annexure VI-B is the accompanying consent-to-mediation letter. File within one year of the insurer's rejection or final reply, in writing or online at cioins.co.in.
Tips that apply to every letter
- Be factual and chronological; attach, don't assert.
- Quote the exact policy clause the insurer relied on and answer it directly.
- Keep copies and proof of delivery (email timestamps, courier receipts).
Source: IRDAI grievance framework; Insurance Ombudsman Rules, 2017 (as amended 2023) — Annexure VI-A / VI-B. Last reviewed 2026-07-05. Not legal advice.