Whether your claim got rejected for no reason or customer care keeps passing the buck, it can be super frustrating. But guess what? You don’t have to stay silent anymore.
The IRDAI (India’s insurance regulator) has launched a new, easy-to-use complaint portal — and it’s built to help real people like you take action without running in circles.
In this quick guide, I’ll show you exactly how to file an insurance complaint on IRDAI’s new portal — step-by-step, without the jargon.
What’s New in IRDAI’s 2025 Complaint System?
The Insurance Regulatory and Development Authority of India (IRDAI) revamped its Integrated Grievance Management System (IGMS) in 2025 to make filing complaints easier and faster for policyholders.
Whether you’re dealing with a delayed claim, poor service, or misleading policy information, the updated portal allows you to register, escalate, and track insurance complaints — all in one place.
Step-by-Step: How to File a Complaint on IRDAI’s New Portal
Visit the New IGMS Portal
Head to: https://www.igms.irda.gov.in
Before filing a complaint, ensure that you’ve already tried resolving your issue with the insurance company’s internal grievance cell. Only if the response is unsatisfactory or delayed (beyond 15 days) should you escalate it to IRDAI.
Click on “Register Complaint”
On the homepage, choose “Register Grievance”. You’ll need to sign up if it’s your first time, or log in using your registered email/mobile number.
Provide Basic Details
- Policyholder’s name and contact details
- Type of insurance: Life, Health, General, etc.
- Insurer’s name (choose from drop-down)
- Policy number and complaint reference number (from insurer)
You’ll also be asked to describe your issue in detail and attach any supporting documents (like policy copy, previous email communication, medical bills, etc.).
Track Your Complaint
After submission, you’ll receive a Grievance ID. Use this to track the progress of your complaint via the “Track Complaint” option.
IRDAI will:
- Forward the issue to the insurer with a deadline to respond
- Intervene if the insurer fails to respond
- Ensure the complaint is closed with a resolution note
How Long Does It Take?
- Insurer’s first response time: 15 days
- IRDAI action post-escalation: Usually within 7–10 working days
- Final resolution: Varies depending on complexity (may take up to 30 days)
Types of Issues You Can Report
- Claim rejection or delay
- Unjustified deductions in payouts
- Mis-selling of policies
- Incorrect policy issuance
- Poor customer service
- Renewal problems
- Miscommunication by agents or TPA
What If IGMS Doesn’t Solve It?
If IRDAI’s process doesn’t bring a satisfactory resolution, you can escalate to:
- Insurance Ombudsman under the Council for Insurance Ombudsmen
- Consumer Court, if legal action is needed
Tips Before You File
- Always raise the complaint with your insurer first — IRDAI will reject direct filings without this step
- Keep digital or scanned copies of all documents
- Use clear language while describing your issue
- Stay calm and follow timelines
So the next time your insurer gives you the runaround, don’t just wait — act.
The IRDAI’s new portal puts the power back in your hands. Filing a complaint is now as easy as booking a train ticket online — no middlemen, no confusion.
