Almost all of us will have an insurance policy of some sort. Life insurance, vehicle insurance, etc. However, we may not be aware of what one should do if they have an issue with any of these companies.
India has an Insurance Regulatory and Development Authority of India (IRDAI) that is tasked with regulating the insurance industry in India. It was constituted by the Insurance Regulatory and Development Authority Act, 1999. It is a 10-member body including the chairman with headquarters in Hyderabad.
One of its many functioning is grievance redressal.
Integrated Grievance Management System (IGMS)
It is a gateway for policyholders to register complaints with their insurance companies first. If needed, they can escalate the complaints to IRDAI.
With IGMS you get centralised online access to submit your complaints through email, physical mails and voice calls.
Grievance Redressal Officer
The first step in filing a complaint is to approach the Grievance Redressal Officer (GRO) of your insurance company. The GRO is expected to reply to you within 15 days of filing your complaint and resolve the issue in reasonable time.
If you are not satisfied with the GRO's reply or action, you can go ahead and file a complaint with IRDAI.
How to escalate the complaint to IRDAI?
Login into igms.irda.gov.in and create a profile. You can then file your complaint using your profile. You can file more than one complaint.
The address of the insurance company's branch will be noted while registering the complaint. You will get an email confirmation about the same with IRDAI token number.
Your complaint is traced with this token number.
The progress will show on the insurance company's system as well as IRDAI's repository.
The IRDA's contact details are:
IRDA Grievance Call Centre:
1800 4254 732
Address for paper mails and fax:
Insurance Regulatory and Development Authority of India,
Consumer Affairs Department - Grievance Redressal Cell,
Sy.No.115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad - 500 032.
Keep the token numbers of the complaints to GRO as well as IRDA to be able to track the status of the complaint. You can only track the status if you have registered the complaint through IGMS.