Grievance Redressel Process

The Insurance Regulatory and Development Authority of India (IRDAI) is responsible for addressing complaints filed by policyholders. Complaints against Life and Non-life insurers are handled separately. This cell plays a facilitative role by taking up complaints with the respective insurers.

Policyholders who have complaints against insurers are required to first approach the Grievance/Customer Complaints Cell of the concerned insurer. If you do not receive a response from insurer(s) within a reasonable period of time or are dissatisfied with the response of the company, you may approach the Grievance Cell of the IRDAI. The complaints need to be addressed to the correct Grievance Cell of the IRDAI and sent to the addresses given below. Please note that the Grievances Cell(s) responsible for life insurance and non-life insurance are separate.

If you have an Insurance Policy on personal lines, group insurance policies, policies issued to sole proprietorship & micro enterprises and have a grievance against an Insurance Company and their agents and intermediaries complaint can be filed by Policyholder or claimant/legal heirs, nominee or assignee.

If the grievance is not redressed, insured are advised to approach the Insurance Ombudsmen. For a list of Insurance Ombudsmen along with their contact details,click here.

Only complaints from the policy holders themselves or the claimants shall be entertained. The Cell shall not entertain complaints written on behalf of policyholders by advocates or agents or any third parties.

If the communication is done over e-mail, then the plaintiffs are requested to submit complete details of the complaint as required in the registration form. Without this, the Cell will not be in a position to register the grievance.

In case the claimant is not satisfied with decision of Ombudsmen, appeal can be filed at the appropriate judicial forum like civil courts.