The first and foremost thing you should do is register a complaint with your insurance company to get your grievance addressed. Every insurance company has a Grievance Redressal Officer (GRO). If your complaint is not addressed at the local level, you can escalate it to the GRO of the insurance company.

💡 You should approach the IRDAI only after you’ve gone through your insurance company’s grievance redressal channel.

Introduction

By now, you must have a basic idea of what insurance is and what it does. However, what happens when you want to make a claim and are not happy about the outcome?

Who can you go to?

Today, we’ll discuss the various authorities you can approach to resolve your issue, so you have all the information at your fingertips.

While most of you won’t need this, as insurers usually take care of their customers, it is still good to be aware of your rights as a policyholder.

Common Reasons for Filing an Insurance Complaint

You might want to file a complaint for any of the following reasons:

• Rejection of claim

• Premium hike without valid reason

• Negligence on insurer’s part

• Denial of policy renewal request

• Mis-selling of insurance plans

• Additional policy features costing more than disclosed

• Unsatisfactory payouts for claims

If you face any of these issues, follow the steps below to file your complaint effectively.

How to File a Complaint Against an Insurance Company

1. Contact Your Insurance Agent

Your insurance agent is your first point of contact for any concerns. In most cases, agents can help resolve small issues, so your complaint doesn’t need to escalate further.

2. Send a Written Complaint to the Insurance Company

If the agent is unable to help, register a written complaint with your insurance company.

• Submit a formal complaint at the local/regional branch of your insurer.

• Attach relevant documentation supporting your case.

• Keep a record of all communication with the insurer, including emails, letters, and responses.

💡 Many minor issues, such as data entry errors, can be resolved at this stage.

3. Escalate the Complaint to the Grievance Redressal Officer (GRO)

If your complaint is not addressed at the local level, escalate it to the Grievance Redressal Officer (GRO) of the insurance company.

• You can visit the GRO’s office at the nearest branch.

• Alternatively, you can send an email to the GRO of the company.

• Every insurer is required to disclose their grievance redressal process publicly.

📌 Find the contact details of all insurance company GROs here:

👉 List of Grievance Officers

📌 Fill out the official complaint registration form:

👉 Policyholder Complaints Registration Form

📝 Ensure that you receive a written acknowledgment of the complaint with the date of submission.

4. Wait for a Response from the Insurance Company

Once you have filed a complaint, wait for 15 days for the GRO to respond.

• If the company doesn’t resolve your issue within 15 days, or

• If you are not satisfied with their response,

you can escalate the matter to the Insurance Regulatory and Development Authority of India (IRDAI).

5. File a Complaint with IRDAI

The IRDAI has a Grievance Redressal Cell under its Consumer Affairs Department.

You can reach out to IRDAI in two ways:

📞 Toll-Free Helpline: 155255 / 1800 4254 732

📧 Email: complaints@irdai.gov.in

Alternatively, you can register your complaint online through IRDAI’s Integrated Grievance Management System (IGMS):

👉 File a Complaint via IGMS

🔹 Important: You should only approach IRDAI after you have gone through your insurance company’s grievance redressal process.

How to Use IGMS (Integrated Grievance Management System)

IGMS is an online complaint registration system launched in 2010. It acts as a centralized platform to track and resolve customer complaints efficiently.

Steps to Use IGMS:

1️⃣ Register an account at IGMS Portal.

2️⃣ Enter your complaint details, including:

• Policy number

• Name of the insurance company

• Issue faced 3️⃣ Upload supporting documents, if any. 4️⃣ Submit the complaint and track its progress.

All complaints remain in the IGMS database and are monitored by IRDAI and the insurer.

6. Send a Written Complaint to IRDAI

If you prefer offline communication, you can send a letter to IRDAI with your complaint details.

📌 Mail your complaint to:

General Manager, Consumer Affairs Department – Grievance Redressal Cell

Insurance Regulatory and Development Authority of India (IRDAI)

Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad-500032

7. Approach the Insurance Ombudsman

If your insurance company has not responded within 15 days, or if you are dissatisfied with their response, you can escalate the matter to the Insurance Ombudsman.

Who is the Insurance Ombudsman?

An Ombudsman is an independent authority who investigates complaints against an organization or company.

📌 Conditions for Approaching the Insurance Ombudsman:

• You must first file a complaint with your insurer before reaching the Ombudsman.

• The claim amount should not exceed ₹30 lakhs.

• The complaint must be related to an individual policy (not group policies).

🔹 Find your nearest Ombudsman office here:

👉 Insurance Ombudsman Contact List

8. File a Case in Consumer Court

If all the above steps fail to resolve your complaint, you can file a case in the consumer forum or civil court.

To file a consumer complaint online, visit:

👉 eDaakhil – Consumer Case Filing Portal

Consumer courts ensure that policyholders get fair compensation in case of negligence, fraud, or denial of valid claims.

Conclusion

As you can see, there are multiple channels to assist you if you need to file a complaint against your insurance company.

However, it is important to follow the correct process:

1️⃣ First, contact your insurer and file a complaint.

2️⃣ If unresolved, escalate to the insurer’s Grievance Redressal Officer (GRO).

3️⃣ If dissatisfied, approach IRDAI via phone, email, or IGMS.

4️⃣ For further escalation, contact the Insurance Ombudsman.

5️⃣ As a last resort, take legal action in consumer court.

Following this structured approach ensures that your complaint is addressed efficiently and fairly.