policyholder.gov.in How to Make Complaint : Insurance Regulatory & Development Authority

Organisation :Insurance Regulatory & Development Authority
Facility : How to Make Complaint

Home Page :https://policyholder.gov.in/home
Download Application here:https://www.statusin.in/uploads/6941-complaintform.pdf

Make a complaint

** Approach the Grievance Redressal Officer of its branch or any other office that you deal with. Click here for contact details of Grievance Redressal Officers, GRO, of all insurance companies

Related : IRDA Insurance Ombudsman Scheme : www.statusin.in/19126.html

** Give your complaint in writing along with the necessary support documents
** Take a written acknowledgement of your complaint with the date.
** The insurance company should deal with your complaint within 15 days.

If that does not happen or if you are unhappy with their solution you can :
Approach the Grievance Redressal Cell of the Consumer Affairs Department of IRDA :
** Call Toll Free Number 155255 (or) 1800 4254 732 or
** Send an e-mail to complaints AT irda.gov.in

Make use of the Integrated Grievance Management System :
** Register and monitor your complaint at igms.irda.gov.in
** Send a letter or fax to IRDA with your complaint :
** Click here to download Complaint Registration Form

Fill and send by post or courier to :
Consumer Affairs Department
Insurance Regulatory and Development Authority
3-5-817/818, United India Towers, 9th Floor
Hyderguda, Basheerbagh
Hyderabad – 500 029
Or Fax to
040-66789768

The Process :
** If your insurance company does not resolve your complaint to your satisfaction you can escalate your complaint to IRDA.
** If your complaint is suitable for taking to the Insurance Ombudsman IRDA will help you resolve it by taking it up with the insurance company
** For disputes where enquiry or adjudication are required you should approach the Consumer Forum or Courts.

Integrated Grievance Management System :
IRDA has launched the Integrated Grievance Management System (IGMS). Apart from creating a central repository of industry-wide insurance grievance data, IGMS is a grievance redress monitoring tool for IRDA. Policyholders who have grievances should register their complaints with the Grievance Redress Channel of the Insurance Company first. If policyholders are not able to access the insurance company directly for any reason, IGMS provides a gateway to register complaints with insurance companies.

Complaints shall be registered with insurance companies first and only if need be, be escalated them to IRDA (Consumer Affairs Department). IGMS is a comprehensive solution which not only has the ability to provide a centralised and online access to the policyholder but complete access and control to IRDA for monitoring market conduct issues of which policyholder grievances are the main indicators. IGMS has the ability to classify different complaint types based on pre-defined rules. The system has the ability to assign, store and track unique complaint IDs. It also sends intimations to various stakeholders as required, within the workflow. The system has defined target Turnaround Times (TATs) and measures the actual TATs on all complaints. IGMS sets up alerts for pending tasks nearing the laid down Turnaround Time. The system automatically triggers activities at the appropriate time through rule based workflows.

A complaint registered through IGMS will flow to the insurer’s system as well as the IRDA repository. Updating of status will be mirrored in the IRDA system. IGMS enables generation of reports on all criteria like ageing, status, nature of complaint and any other parameter that is defined.