If the policyholder has any grievances or is dissatisfied with the services offered by the insurer, distribution channels or intermediaries related to insurance, he should file a written complaint to the insurance company with necessary documents.

An insurance company is required to resolve the grievance within two weeks.

Customer should approach the Grievance Redressal Officer of the company first and give the complaint.

In case the complaint is not resolved within two weeks of its receipt or is unattended, or if the insurance company does not resolve the complaint to the satisfaction of the complainant, he/she can escalate the complaint to IRDAI. The authority will take it up with the insurance company concerned and facilitate re-examination of the complaint and resolution by the insurance company.

A complaint can be registered with IRDAI through any of the following modes:

1. Calling Toll Free Number 1800 425 4732 (IRDAI Grievance Call Centre): It is available for 12 hours every day for six days, from 8 am to 8 pm, Monday to Saturday.

2. Sending an e -mail to complaints@irda.gov.in

3. Registering a complaint on Integrated Grievance Management System at www.igms.irda.gov.in

4. Fill and send the complaint registration form available in the IRDAI’s consumer education web site policyholder.gov.in , along with any letter or enclosures, if felt necessary, by post or courier to the General Manager, Consumer Affairs Department - Grievance Redressal Cell, IRDAI 3-5-817/818, United India Towers, 9th Floor, Hyderguda, Basheerbagh, Hyderabad – 500 029

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