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, IRDA has implemented the Integrated Grievance Management System (IGMS).
IGMS provides a gateway for policyholders to register complaints with insurance companies first and if need be escalate them to the IRDA Grievance Cells. IGMS is a comprehensive solution which not only has the ability to provide a centralized 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.
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 IRDA Grievance Call centre (IGCC).
IRDA Grievance Call Centre (IGCC) can be accessed through
a toll free number 155255 for voice calls
complaints@irda.gov.in
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.
How IGMS works: Policy holder needs to login in to www.igms.irda.gov.in and create a profilefor registering a complaint. Policy holders can register one or more complaints. Once the policy holder registers in to IGMS then details of complaint are passed on to respective insurance companies. Policy holder can see the details of the branch offices of the insurance company while registering the complaint. Policy holder receives the confirmation email after registering the complaint along with IRDA token no which will be used by IRDA and Insurance Company for tracking of the complaint through IGMS.
A complaint registered through IGMS flows to the insurer’s system as well as the IRDA repository. If the complainant is not satisfied with the resolution provided by Insurer, he/she can escalate the complaint for a review by IRDA for a potential violation of Regulations. All the transactions between the Insurer, Insured and Remarks by IRDA are visible to the complainant.
Address for communication for complaints by paper/fax: Consumer affairs Department, Insurance Regulatory and Development Authority,9th Floor, United Towers, Basheer bagh, Hyderabad -500 029 Fax 91 – 40 – 66789768
