Issues with an insurance company with respect to the policy or service offered can be resolved by making a complaint to the Grievance Redressal Officer of the branch. It is the duty of the insurance company to respond within 15 days of receipt of complaint. If the insurance company fails to deal with the complaint within the specified period or the solution offered by the insurance company is not acceptable to the complainant, he can use further recourse to redress his complaint as specified hereunder.
Complaint escalation
The aggrieved policyholder can make a complaint to the Grievance Redressal Cell of the Consumer Affairs Department of IRDA. This can be done by calling a toll free number 155255 (or) 1800 4254 732.Alternatively an email can be sent to complaints@irda.gov.in.
Documents
The complaint registration form has to be downloaded, filled and sent with necessary enclosures to: General Manager, Consumer Affairs Dept, Grievance Redressal Cell, Insurance Regulatory and Development Authority of India (IRDAI), 3-5-817818, United India Towers, 9th Floor, Hyderguda, Basheerbagh, Hyderabad 500029.
Process
Once complaint is received, a token number is provided to the complainant and the complaint is forwarded to the insurance company to reexamine the case and respond within two weeks. If this response is not satisfactory, the complaint is forwarded to the insurance ombudsman or consumer forum or the civil court based on the nature of the complaint.
IGMS
The complainant also has the option to make a fresh complaint or escalate a complaint using IRDA's online complaint redressal portal "Integrated Grievance Management System (IGMS) by visiting igms.irda.gov.in.
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