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Whether you have purchased a health insurance policy, life insurance, motor insurance, travel insurance or any other general insurance product, you have the right to receive fair treatment from your insurer.
Unfortunately, thousands of policyholders across India face issues such as delayed claim settlements, wrongful claim rejections, policy servicing problems, premium disputes, and mis-selling. Many consumers are unaware that there is a structured grievance redressal mechanism available to help them resolve these issues.
If your insurance company has failed to resolve your complaint satisfactorily, you can escalate the matter through the Bima Bharosa Portal, the online grievance management platform maintained by the Insurance Regulatory and Development Authority of India (IRDAI).
This guide, prepared by Upbhokta Panchayat, explains the latest complaint filing process in simple English so that every insurance consumer can understand their rights and take informed action.
Consumer Tip
Always try to resolve your grievance directly with your insurance company first. Keep copies of all emails, letters, claim documents, and complaint reference numbers before escalating the matter.
What is the Bima Bharosa Portal?
The Bima Bharosa Portal is IRDAI's centralized online grievance management platform that enables insurance policyholders to register, monitor, and track complaints against insurance companies operating in India.
The portal allows consumers to:
The portal covers complaints related to various insurance products, including:
When Should You File an Insurance Complaint?
You may consider filing a grievance if you experience any of the following:
Claim-Related Issues
Policy Servicing Issues
Sales-Related Issues
Customer Service Issues
Before You File a Complaint
Preparing the correct information beforehand can significantly improve the quality of your complaint.
Keep the following documents ready:
✔ Policy Number
✔ Claim Number (if applicable)
✔ Complaint Reference Number provided by the insurer
✔ Premium Receipt
✔ Policy Schedule
✔ Claim Rejection Letter (if any)
✔ Hospital Bills (Health Insurance)
✔ Discharge Summary
✔ Survey Report (Motor Insurance)
✔ Photographs (where applicable)
✔ Email Correspondence
✔ SMS Notifications
✔ Identity Proof (if required)
✔ Bank Details (if relevant)
✔ Any other supporting documents
Expert Advice
Arrange all documents in chronological order before uploading them. A well-organized complaint is easier to understand and process.
Before Approaching the Bima Bharosa Portal
Many consumers make the mistake of directly filing a complaint without first contacting their insurance company.
In most cases, you should first:
Step 1 Contact your insurance company's customer care.
Step 2 If the issue remains unresolved, submit a written complaint to the insurer's Grievance Redressal Officer (GRO).
Step 3 Keep the acknowledgement number or complaint reference safely.
Step 4 If the insurer does not resolve your grievance satisfactorily within the applicable grievance handling timeline or you remain dissatisfied with the response, you may escalate the matter through the Bima Bharosa Portal.
Never pay anyone to register an insurance complaint
Filing a grievance through the official Bima Bharosa Portal does not require payment to agents or intermediaries. Be cautious of fraudulent calls, QR codes, or messages claiming to offer faster complaint resolution for a fee.
Step-by-Step Guide to Filing an Insurance Complaint Online
Step 1 – Visit the Official Bima Bharosa Portal
Open your web browser and visit the official Bima Bharosa Portal.
You will find options such as:
Step 2 – Register as a New User
If you are using the portal for the first time, create a new account.
Typically, you will be asked to provide:
After successful verification, your account will be activated.
Step 3 – Log In to Your Account
Once registration is complete:
After logging in, you will reach your grievance dashboard.
Step 4 – Register a New Complaint
Click "Register Complaint."
You will generally be required to enter information such as:
Choose the complaint category carefully to help ensure your grievance is routed appropriately.
Step 5 – Write Your Complaint Clearly
This is one of the most important sections of the complaint form.
A good complaint should include:
Avoid using emotional language, abusive words, or unnecessary allegations. Stick to facts supported by documents.
Example
Poor Example
"My insurance company is cheating me."
Better Example
"My hospitalization claim submitted on 15 June 2026 has not been settled despite submission of all requested documents. I request a review of the claim status and a reasoned response."
Step 6 – Upload Supporting Documents
Once you have completed the complaint details, upload all relevant supporting documents. The quality and completeness of your documents can significantly influence how quickly your grievance is examined.
Depending on the nature of your complaint, you may upload documents such as:
Consumer Tip
Before uploading, ensure that:
Step 7 – Review Your Complaint Carefully
Before clicking the Submit button, review every detail entered in the complaint form.
Pay special attention to:
✔ Policy Number
✔ Insurance Company Name
✔ Complaint Category
✔ Mobile Number
✔ Email Address
✔ Uploaded Documents
✔ Complaint Summary
A small typing error in the policy number or contact details may delay communication regarding your grievance.
Step 8 – Submit the Complaint
After verifying all the information, submit your complaint through the portal.
Upon successful submission, the system generates a Complaint Reference Number (Token Number).
This number is extremely important because it will be required whenever you:
Do not delete the acknowledgement email or SMS received after submission.
How to Track Your Complaint Status
One of the biggest advantages of the Bima Bharosa Portal is that policyholders can monitor the progress of their grievance online.
To check the latest status:
Log in to your account.
Open the Track Complaint or My Complaints section.
Enter the required details, if prompted.
View the current status of your grievance.
Depending on the stage of processing, you may see updates such as:
If additional information or documents are requested, respond promptly to avoid unnecessary delays.
What If the Insurance Company Requests Additional Documents?
Sometimes an insurer may require additional information before reaching a decision.
Examples include:
Submit the requested documents as early as possible. Delayed responses from the complainant can also delay the resolution process.
Common Mistakes That Delay Insurance Complaints
Many grievances take longer than necessary because consumers unknowingly make avoidable mistakes.
1. Filing an Incomplete Complaint
Always provide complete facts.
2. Uploading Blurred Documents
Unreadable documents may require resubmission.
3. Choosing the Wrong Complaint Category
Selecting an incorrect category can slow down complaint handling.
4. Writing Emotional Allegations
Focus on facts supported by evidence.
5. Ignoring Emails from the Insurer
Always check your registered email and mobile number for updates.
6. Filing Multiple Complaints for the Same Issue
Submitting duplicate complaints generally does not speed up resolution and may create unnecessary confusion.
Practical Tips for Faster Resolution
Consumers can improve the quality of their grievance by following a few simple practices:
A well-documented complaint is generally easier to understand than one containing lengthy emotional statements.
If You Are Not Satisfied with the Outcome
If your grievance remains unresolved or you are not satisfied with the insurer's final response, you may explore the next level of dispute resolution available under the applicable regulatory framework.
Depending on the facts of your case and the eligibility conditions, available options may include approaching the Insurance Ombudsman or pursuing other legal remedies available under Indian law.
Before proceeding, carefully review the eligibility criteria and applicable procedures for the forum you intend to approach.
Frequently Asked Questions (FAQs)
Is there any fee for filing a complaint?
Consumers should refer to the official Bima Bharosa Portal for the latest information regarding grievance registration procedures.
Can I file a complaint online?
Yes. Eligible consumers can register insurance grievances through the Bima Bharosa Portal.
Can I track my complaint online?
Yes. After registration, complaints can be tracked using the reference details available on the portal.
Can someone else file the complaint on behalf of the policyholder?
In certain situations, a nominee, legal heir, or authorised representative may be able to pursue a grievance, subject to applicable requirements and supporting documentation.
Can I upload additional documents later?
If the portal or insurer requests further information, additional documents may generally be submitted through the grievance process.
Which types of insurance are covered?
The grievance mechanism is intended for complaints relating to insurance products regulated by IRDAI, including life, health and general insurance.
Consumer Checklist Before Filing a Complaint
Use this quick checklist before submitting your grievance:
☐ Contacted the insurance company first
☐ Complaint reference number received
☐ Policy documents available
☐ Supporting documents arranged
☐ Complaint written clearly
☐ Contact details verified
☐ Documents uploaded
☐ Reference number saved after submission
About Upbhokta Panchayat
This guide has been prepared by Upbhokta Panchayat as part of its ongoing commitment to consumer awareness, financial literacy, and responsible insurance education.
Our objective is to help consumers understand their rights, navigate grievance redressal mechanisms, and make informed financial decisions based on reliable and unbiased information.
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