How to File an Insurance Complaint on IRDAI’s New Portal

IRDAI has introduced a simple digital platform to help you file and track your complaint — and here’s how to use it.

Got a Complaint Against Your Insurer?

You bought insurance for peace of mind — but what happens when your claim is rejected, delayed, or unfairly handled?
That’s where the IRDAI’s new complaint portal comes in. In 2025, the Insurance Regulatory and Development Authority of India (IRDAI) launched a much more user-friendly and tech-powered system to help policyholders file complaints online, track progress, and escalate if needed.
Let’s walk you through the step-by-step process.

Step 1: Visit the Official IRDAI Complaint Portal

The official portal is now called Bima Bharosa System — it has replaced the earlier IGMS platform.
This is your central dashboard to lodge grievances, upload documents, check response timelines, and even escalate to the Insurance Ombudsman if required.

Step 2: Register with Your Policy Details

Click on “Register Complaint” and fill in the following:

• Your name, contact info, Aadhaar (optional)
• Insurance company name and type (life, health, general)
• Policy number, claim number (if applicable)
• Detailed description of the complaint
• Any proof — such as policy copies, denial letters, receipts

Tip: Try to lodge the complaint with your insurer first. If they do not respond within 15 days, or you are unhappy with the reply, only then escalate it to IRDAI.

Step 3: Track Status and Get Timely Updates

Once submitted, you’ll receive a Complaint Reference Number. You can use it to track:

• Whether your insurer has replied
• If the IRDAI is investigating
• What your next options are

You’ll also get SMS/email updates on every action taken.

Step 4: Escalate to the Insurance Ombudsman (If Needed)

If your case remains unresolved even after following up through the portal, you can escalate to:

• Insurance Ombudsman (regional offices for personal complaints)
• Consumer Court (for large/high-stake claims)

The portal will guide you through these options — including where to file and how.

What Kind of Complaints Can You File?

• Delay in claim settlement
• Unfair rejection of claim
• Mis-selling by an agent
• Premium amount errors
• Wrong policy issuance
• Renewal problems
• Non-response from insurer

Any grievance related to insurance can be submitted.

Quick Guide

• Be polite and clear in your complaint language
• Upload clear, legible supporting documents
• Always keep a screenshot or print of your submission
• Avoid filing multiple complaints for the same issue

“Remember, you have the right to be heard. IRDAI’s portal gives you the power to raise your voice and get the resolution you deserve.”