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This guide explains the exact sequence, information, upload limits, status stages, deadlines and escalation channels. Portal labels and insurer listings can change, so use the live form when you file.
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1. Complain to the insurer first
IRDAI’s published process begins with the insurance company. Contact the grievance redressal officer at the branch or office that handles your policy, claim or intermediary relationship. Submit the complaint in writing rather than relying only on a telephone conversation. Describe what happened, state the remedy you want, and attach documents that support the facts.
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Ask for proof that the insurer received your complaint. A dated acknowledgement, inward number, email receipt or other submission record establishes when the insurer’s response period began. Keep the original documents and send copies unless the insurer specifically requires an original.
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IRDAI’s FAQ says the insurer should resolve a written complaint within 15 days of receipt. That is the insurer-stage period; it is different from the wording used for the Bima Bharosa portal’s own handling period and from the later Ombudsman reference point.
What to include in the first complaint
- Your full name and reliable contact details.
- Policy, proposal, certificate or claim reference, as applicable.
- The insurer’s branch, office, intermediary or agent involved.
- A chronological description of the event, including dates and amounts.
- The decision, delay, deduction or service failure you are challenging.
- The outcome you are requesting.
- Copies of policy schedules, claim forms, correspondence, receipts, medical or other supporting records relevant to the issue.
Keep a single evidence file
Create a folder containing the complaint, acknowledgement, policy records, claim correspondence, photographs or reports, and every subsequent reply. Name files with a date and short description. This makes the Bima Bharosa form faster to complete and prevents a missing attachment from obscuring the issue.
2. Know when Bima Bharosa is the right next step
Use Bima Bharosa when the insurer has not resolved the grievance or when the insurer’s response does not address the problem. The portal sends the complaint to the insurer’s system and places it in IRDAI’s repository for monitoring and escalation. It is a complaint-routing and tracking mechanism; it does not mean IRDAI automatically adjudicates every insurance dispute.
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Do not pay to register or release a claim
The portal’s warning states: “Bima Bharosa (IGMS) Portal does NOT ask for PAYMENTS OF ANY KIND from complainants/policyholders.” Ignore anyone who asks for a processing fee, a QR-code payment, a transfer or a fee to release an insurance amount. Do not open a payment link sent by an unknown person claiming to represent the portal. If you are unsure, leave the message untouched and use the official portal or the published IRDAI contact channels.
3. Prepare the details the live form requests
The registration form changes its displayed fields according to the complaint category and selected intermediary. Fields marked with an asterisk are mandatory on the live page. Do not enter irrelevant information merely because it appears in another example of the form.
| Form area | What to have ready | Important qualification |
|---|---|---|
| Complainant | Name, mobile number and, where available, email address | Email is optional where the form labels it optional; use a mobile number you can access for OTP validation. |
| Address | Residential or correspondence address and pincode | Use the address requested by the current form and check the pincode carefully. |
| Insurer and intermediary | Insurer name and intermediary or agent details where relevant | Use the live insurer dropdown. The page also provides an alternate-company lookup for some merged insurers. |
| Policy information | Policy type and the applicable policy, proposal, certificate or claim identifier | A claim-related complaint requires a claim number. Not every identifier applies to every complaint. |
| Classification | Complaint category and subcategory that best describe the issue | The selected category controls some later questions and required fields. |
| Description | A clear account of the grievance, requested remedy and key dates | The complaint-details field allows up to 4,000 characters. The displayed restricted-character list is ~ ! @ # $ ^ & ; " ' []. |
| Attachments | Relevant letters, policy records, receipts, reports and replies | Accepted formats are PDF, JPG, JPEG and PNG; each file must be no larger than 10 MB. |
Write the description so the insurer can act
Use the first sentence to identify the disputed service or decision. Follow with a short timeline, the amounts or dates involved, the insurer’s earlier response, and the remedy you seek. Refer to attachments by name, such as “claim-repudiation-letter.pdf” or “premium-receipt-2026-08-02.jpg.” Avoid accusations that you cannot support. A precise, chronological description is easier to route than a long narrative that mixes several unrelated policies.
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Convert paper records to a legible PDF or image, remove duplicate pages and check that every page can be read at normal size. Keep each upload within 10 MB. If one document is larger, split it into clearly named parts rather than uploading an unreadable screenshot. Upload only material connected to this complaint; unnecessary personal data creates additional privacy risk and does not strengthen the case.
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4. Register the complaint: step-by-step
- Open the portal. Go to https://bimabharosa.irdai.gov.in/ and select Register Complaint.
- Choose the complainant details. Enter your name, mobile number, optional email and address exactly as they appear on your records. Check the pincode and spelling before continuing.
- Select the insurer. Choose the insurer from the live list. If the company has merged or changed its name, use the page’s alternate-company lookup instead of guessing an older name.
- Add intermediary information when applicable. If an agent, broker or other intermediary is part of the grievance, select the relevant option and complete the fields the form displays. For a direct insurer complaint, do not invent intermediary details.
- Identify the policy or claim. Select the identifier type offered for your case—policy number, proposal number, certificate number or claim number—and enter it exactly. A complaint about a claim must include the claim number when the form requires it.
- Classify the grievance. Choose the policy type, complaint category and any subcategory that matches the problem. Read the labels carefully; the category can determine which additional questions become mandatory.
- Describe the problem. Stay within the 4,000-character limit. Include the insurer’s earlier complaint date and acknowledgement reference, the outcome so far, and the resolution you want. Do not use characters shown by the form as restricted.
- Attach evidence. Add relevant PDF, JPG, JPEG or PNG files, keeping every file at or below 10 MB. Confirm that uploads open and are associated with the correct complaint.
- Complete OTP validation. Follow the OTP prompt shown after registration. Do not share the OTP with an agent, caller or anyone claiming to “verify” the complaint.
- Save the confirmation. Successful registration generates an IRDAI token number. Save it with the confirmation email or SMS, take a screenshot and record the registration date.
If the form will not submit
- Check every asterisk-marked field and the selected insurer or intermediary.
- Confirm that the identifier matches the selected type and that a claim complaint includes a claim number.
- Remove a prohibited character from the description and stay below 4,000 characters.
- Check each attachment’s extension and size; rename a file only after converting it to an accepted format.
- Request a fresh OTP if the previous one expires, and never use an OTP sent for a different session.
- Keep a copy of the text and files before refreshing the page so you do not lose the complaint narrative.
5. Save the token and track the complaint
The token number is the reference for following the complaint. IRDAI guidance says the confirmation token is sent by email or SMS according to the contact details supplied. Store it in at least two secure places and quote it in any follow-up contact.
Use the complainant login to view insurer status updates and the final resolution. The portal’s process can show stages such as new, acknowledged, pending, attended to and closed. If the response is late or you reject the resolution, the complaint may be escalated or reopened through the process described by IRDAI.
| Stage or action | What it means for you | What to do |
|---|---|---|
| New | The registration has been created and is awaiting the next action. | Keep the token and check that your contact details are correct. |
| Acknowledged | The complaint has been received in the workflow. | Watch for a request or insurer response; keep your evidence available. |
| Pending | Action or information is still outstanding. | Read any request carefully and answer through the available login or channel. |
| Attended to | The insurer has recorded action or a response. | Read the full response and compare it with the remedy you requested. |
| Closed | The workflow has been marked complete. | If the resolution is not acceptable or a timeline was crossed, use the available escalation or reopening route rather than creating duplicate complaints. |
How often to check
Check the login after registration and whenever you receive an email or SMS. A status change is not necessarily a favourable decision. Download or screenshot the response, note the date, and preserve the message with the rest of your evidence.
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6. Understand the different published time periods
IRDAI’s pages use three related but distinct time references. Do not turn them into one guaranteed deadline.
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| Published period | Trigger and wording | How to use it |
|---|---|---|
| 15 days | The FAQ says the insurer should resolve a written complaint within 15 days of receiving it. | Measure from the insurer’s dated receipt of your first written grievance. |
| 14 days | The Bima Bharosa landing page says a complaint will be attended to within 14 days. | This is portal wording about attending to a complaint; it is not the same statement as the FAQ’s insurer-resolution period. |
| 15 days after registration | The process page refers to 15 days after Bima Bharosa registration before approaching the Insurance Ombudsman when the complaint has not been attended to, under the applicable procedure. | Use this as the process page’s escalation reference, while checking the rules that apply to your case. |
Record the date at each stage: when the insurer received your first complaint, when you registered on Bima Bharosa and when a status or response appeared. Those dates prevent confusion when the same number of days is used for different triggers.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.7. What to do when the answer is late or unsatisfactory
First, review the recorded response
Compare the insurer’s explanation with your policy wording, the documents you submitted and the remedy requested. If information is missing, respond through the portal with a concise explanation and the specific document or correction required. Keep the token in the subject or reference field whenever a channel allows it.
Use the escalation or reopening function where available
IRDAI’s FAQ describes escalation and reopening when timelines are crossed or the policyholder rejects the resolution. Use the option attached to the existing complaint rather than filing multiple copies for the same issue. Explain why the response is incomplete, identify the unanswered point and attach any new evidence.
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Consider the Insurance Ombudsman when the procedure permits
The Bima Bharosa process page points to the Insurance Ombudsman if a complaint has not been attended to within 15 days of Bima Bharosa registration. This is subject to the applicable Ombudsman procedure and eligibility rules. The correct route can depend on the type of policy, the parties involved, the amount and the procedural history, so check the current rules and the Council for Insurance Ombudsman’s current centre and contact information before submitting there. Do not assume that every dispute qualifies or that registering on Bima Bharosa automatically transfers the case.
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8. Other official ways to contact IRDAI about a grievance
IRDAI’s FAQ lists these Bima Bharosa grievance channels:
- Toll-free telephone: 155255
- Alternate toll-free telephone: 1800 4254 732
- Email: [email protected]
- Post: submission to the grievance cell in Hyderabad
These channels are useful if you cannot complete the online form or need help with a registered complaint. Keep copies of any email, postal receipt or call reference. The published pages do not state that every channel is interchangeable for every procedural purpose, so follow the sequence and instructions attached to your case.
9. Protect your personal information
- Type the portal address yourself or use a saved official bookmark; do not rely on a payment message or an unfamiliar shortened link.
- Share policy and identity documents only through the official portal or a verified IRDAI contact channel.
- Mask unrelated bank, identity or medical information in an attachment when it is not needed to establish the grievance.
- Never disclose an OTP, password or login code to an intermediary, caller or supposed recovery agent.
- Keep the token, acknowledgement and responses private while retaining them for follow-up.
10. A practical filing checklist
- Written complaint sent to the insurer’s grievance redressal officer.
- Dated acknowledgement or other proof of insurer receipt.
- Policy, proposal, certificate or claim identifier.
- Insurer and relevant intermediary details.
- Chronology with dates, amounts and earlier responses.
- Requested remedy stated in one or two clear sentences.
- Legible evidence in PDF, JPG, JPEG or PNG format.
- Each attachment no larger than 10 MB.
- Description within 4,000 characters and free of the characters restricted by the form.
- Mobile phone available for OTP validation.
- Token number, confirmation message and registration date saved securely.
- Dates recorded for insurer receipt, Bima Bharosa registration and every status change.
11. Check the live page before submitting
The Bima Bharosa form, insurer names, merger mappings, mandatory fields and contact instructions can change. The instructions and labels described here were observed on IRDAI pages accessed on 13 October 2026. Before filing, open the live portal, read the current field labels and follow the options displayed for your complaint. The portal’s Chairman’s Message says: “All policyholders are encouraged to use this portal whenever they face issues with their insurance service providers.”
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