What it is
Bima Bharosa is the online complaint system run by the Insurance Regulatory and Development Authority of India (IRDAI), the insurance regulator. It was earlier known as the Integrated Grievance Management System (IGMS), and IRDAI launched the Bima Bharosa portal in 2022.
It does two jobs. For you, it is a place to register a complaint against an insurer. For IRDAI, it is a central record of complaints across the industry and a tool to watch how well insurers handle them.
How it works
Step 1: complain to the insurer first
The regulator’s guidance is that complaints go to the insurance company’s own grievance channel first. Put the complaint in writing and attach the supporting documents, such as the policy papers and any correspondence about the issue.
If you cannot reach the insurer directly for any reason, the Bima Bharosa portal can act as a gateway to register the complaint with the company.
Step 2: escalate to IRDAI if needed
If the insurer has not resolved the matter within two weeks, or you are not satisfied with its resolution, you can approach the Grievance Redressal Cell of IRDAI’s Policyholder’s Protection & Grievance Redressal Department. There are four ways to do it:
- Online: register on the Bima Bharosa portal at bimabharosa.irdai.gov.in.
- Email: write to complaints@irdai.gov.in.
- Phone: call the toll-free numbers 155255 or 1800 4254 732.
- Post: if you prefer paper, address it to the General Manager, Policyholder’s Protection & Grievance Redressal Department, Grievance Redressal Cell, IRDAI, Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad-500032.
What happens after you register
Once your complaint is on Bima Bharosa, its details are passed to the insurer concerned. You receive a confirmation email with an IRDAI token number, which you can use to track the complaint on the system.
The portal gives each complaint a unique ID and sorts complaints by type using set rules. It also has target turnaround times (the time allowed to resolve a complaint), measures the actual time taken, and raises alerts when a pending task is close to its limit. A complaint registered through the portal flows into both the insurer’s system and IRDAI’s records, and status updates are mirrored in IRDAI’s system.
Common mistakes to avoid
- Skipping the insurer. IRDAI expects complaints to be registered with the company first and escalated only if needed.
- Complaining by proxy. The Cell entertains complaints only from the insured person or the claimants. It does not accept complaints written on behalf of policyholders by advocates, agents or other third parties.
- Leaving out details. You are asked to fill in the Complaint Registration Form completely. Without the required information, IRDAI says it cannot register the complaint.
- Not keeping the token number. The token number in your confirmation email is what lets you follow the complaint’s progress, so save it.
- Weak paperwork. A complaint that is not in writing and lacks supporting documents is harder to pursue at any stage.
What it means for you
If you have a problem with a policy or a claim, start with a written complaint to the insurer and keep copies of everything you send. Note the date, because the two-week window decides when you can escalate.
If the answer does not come or does not satisfy you, the Bima Bharosa portal, email, phone and post routes all lead to the same IRDAI cell. Whichever you choose, complete the registration form fully and file the complaint yourself, not through an agent or other third party.
