Grievance Redressal
If something has gone wrong, here is exactly how to raise it, what we will do, and where to take it if we do not resolve it to your satisfaction.
Template pending legal review. Timelines and escalation contacts below follow the standard IRDAI framework, but the named officers and turnaround commitments must be confirmed against your own approved grievance policy before publication.
Step 1 — Raise it with us
Call +91 73572 80459. Please include your policy or reference number, the date of the issue, and what outcome you are looking for.
We will acknowledge your complaint promptly and give you a reference number to track it.
Step 2 — Escalate to our Grievance Officer
If you are not satisfied with the first response, or you have not received one within the acknowledged timeline, escalate in writing to our Grievance Officer.
The Grievance Officer will review the file independently of the person who handled it and respond with a written decision.
Step 3 — Take it to the insurer
Where your complaint concerns the underwriting of a proposal, the terms of a policy, or the decision on a claim, the insurer is the decision-maker and must be given the opportunity to address it through its own grievance process.
We will give you the insurer's grievance contact details and, if you wish, help you put your representation together.
Step 4 — IRDAI Bima Bharosa
If the insurer's response does not resolve matters, you may register your complaint on the IRDAI Bima Bharosa Grievance Redressal portal, or contact the IRDAI Grievance Call Centre.
IRDAI generally expects a complaint to have been raised with the insurer first, so keep a record of your correspondence and reference numbers.
Step 5 — Insurance Ombudsman
If you remain dissatisfied, or the insurer has not responded within the prescribed period, you may approach the Insurance Ombudsman having jurisdiction over your location.
The Ombudsman handles complaints within prescribed monetary limits, the service is free to the complainant, and an award made by the Ombudsman is binding on the insurer.
There are time limits for approaching the Ombudsman, generally running from the insurer's final reply — so do not let a complaint go cold.
Policy cancellation and free-look
Most policies carry a free-look period from the date you receive the policy document, during which you may return the policy and receive a refund of premium less proportionate risk premium, medical examination costs and stamp duty, in accordance with the policy terms.
To cancel, write to us with your policy number and reason. We will route the request to the insurer and follow it through to the refund.
Cancellation outside the free-look period is governed by the cancellation clause in your policy wording, and refunds are typically calculated on a short-period or proportionate basis.
What we track
- Every complaint is logged with a reference number and an owner.
- Acknowledgement goes out promptly, with an indicative resolution date.
- Complaints not resolved within the committed timeline are escalated internally without you having to chase.
- Complaint volumes and root causes are reviewed periodically so the same failure does not recur.