IRDAI has launched the Integrated Grievance Management System (IGMS) in the year 2010. Apart from creating a central repository of industry-wide insurance grievance data, IGMS is a grievance redress monitoring tool for IRDAI. 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 IRDAI (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 IRDAI 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 IRDAI repository. Updating of status will be mirrored in the IRDAI system.
Thus IGMS provides a standard platform to all insurers to resolve policyholder grievances and provides IRDAI with a tool to monitor the effectiveness of the grievance redress system of insurers.
Bima Bharosa System
To enable effective monitoring of Policyholder protection Regulations and Grievance Guidelines and Turn around times thereby mandated, as well as to create a central repository of industry-wide insurance grievances’ data, IRDAI has implemented the Bima Bharosa (an Integrated Grievance Management System earlier known as IGMS). Bima Bharosa Portal provides a gateway to register complaints with insurance companies and track their status. It uses Web interface to ensure that it is accessible at all places and is on real time. It has also a mechanism to capture complaints received in physical as well as email form or voice calls received by IRDAI Grievance Call centre (IGCC).
IRDAI Grievance Call Centre (IGCC) can be accessed through a toll free number 1800 4254 732 / 155255 for voice calls and complaints@irdai.gov.in through e-mail. The IGCC also provides details of the redressal systems of insurance companies whenever policyholders require them. Further, the IGCC also educates policyholders about the Insurance Ombudsman who provides a channel for fair disposal of complaints falling within the jurisdiction laid down.
Registration of Complaints in Bima Bharosa System by Policyholders:
Can directly register complaint in the Bima Bharosa Portal – https://bimabharosa.irdai.gov.in/
Can send the complaint through Email to complaints@irdai.gov.in.
Can call Toll Free No. 155255 or 1800 4254 732.
Apart from the above options, if it is felt necessary by the complainant to send the communication in physical form, the same may be sent to IRDAI addressed to:
General Manager
Insurance Regulatory and Development Authority of India(IRDAI)
Policyholder’s Protection & Grievance Redressal Department – Grievance Redressal Cell.
Sy.No.115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad – 500 032.
Only complaints from the insured or the claimants shall be entertained. The Cell shall not entertain complaints written on behalf of policyholders by advocates or agents or by any third parties.
Complainants are requested to submit complete details of the complaint as required in the complaint registration form. *Click here to download the Complaint Registration Form. Without the required information called for in the Complaint Registration Form, IRDAI will not be in a position to register the complaint.
Once the complaint is registered in to Bima Bharosa Portal , then details of complaint are passed on to respective insurance companies. Policy holder receives the confirmation email after registering the complaint along with IRDAI token no which helps in tracking of the complaint through Bima Bharosa Portal.
