Introduction
You’ve been paying your premiums regularly, trusting your insurer to support you when it matters. But then you have your insurance claim rejected over unclear reasons or you suddenly find out about a policy lapse due to a missed payment you were never informed about. You try contacting customer support, but all you get is confusion and delays.
If this sounds familiar, you’re not alone. Thousands of people across India face similar problems every month. But here’s the good news: you can file a complaint in IRDA (Insurance Regulatory and Development Authority of India) and get your issue addressed fairly.
At Insurance Samadhan, we’ve helped thousands of policyholders deal with insurance claim rejections, policy lapses, and more. In this blog, we’ll explain how to file a complaint in IRDA step by step so you can take action and get the help you deserve.
When Should You Consider Filing an IRDA Complaint?
Before we dive into the how-to, let’s be clear about when filing a complaint in IRDA makes sense. You should consider this route when:
1. Your Claim Has Been Unfairly Rejected
If your insurance company has rejected your claim and you believe the rejection is unjustified, especially after you’ve exhausted their internal grievance process, IRDA is your next step.
2. Your Policy Lapsed Due to Company Negligence
Sometimes policies lapse because insurance companies fail to send proper renewal notices, don’t process payments correctly, or ignore your attempts to pay overdue premiums. These aren’t your fault, and IRDA can help restore your policy.
3. Poor Customer Service or Unresponsive Behavior
If your insurance company is giving you the silent treatment, not responding to your queries, or providing inadequate customer service that affects your policy or claims, you have grounds for an IRDA complaint.
4. Mis-selling or Fraudulent Practices
When you discover that your policy was sold to you with false promises, misleading information, or features that don’t match what was promised, IRDA needs to know.
5. Unreasonable Delays in Processing
If your insurance company is unnecessarily delaying your claim processing or policy-related services without valid reasons, IRDA intervention can speed things up.
Before You File: Give Your Insurer a Fair Chance
Here’s something important IRDA expects you to do. Before escalating, first approach your insurance company’s grievance redressal mechanism. This isn’t just a formality; it often leads to quicker resolutions and shows that you’ve followed due process.
Send a written complaint to your insurance company’s Grievance Redressal Officer (GRO). Most insurance company websites have their GRO’s contact details clearly listed. Give them at least 30 days to respond. If they don’t respond or you’re unsatisfied with their response, then you’re ready to approach IRDA.
Step-by-Step Guide to Filing Your IRDA Complaint
Step 1: Gather Your Documentation Arsenal
Before you start typing your complaint, collect all relevant documents:
1. Your original insurance policy document
2. Premium payment receipts
3. Claim documents and rejection letters (if applicable)
4. All correspondence with the insurance company
5. Medical reports or other supporting evidence
6. Bank statements showing premium payments
The stronger your documentation, the stronger your case will be. Not sure what to include? Insurance Samadhan can help you organise and review your documents to make sure nothing’s missed.
Step 2: Choose Your Filing Method
IRDA gives you multiple ways to file your complaint, so pick the one you’re most comfortable with:
Online Through Bima Bharosa Portal (Recommended)
Visit https://bimabharosa.irdai.gov.in/ and register for an account. This is the fastest and most efficient method. You can track your complaint status in real-time and receive updates directly on the portal.
Email Submission
Send your complaint to complaints@irdai.gov.in with all supporting documents attached. Make sure your email subject line clearly states “Insurance Complaint” along with your policy number.
Toll-Free Helpline
Call 155255 or 1800 4254 732. The helpline operators can guide you through the complaint filing process and help you understand what information you need to provide.
Step 3: Fill Out the Complaint Form Properly
Whether you’re filing online or offline, you’ll need to complete IRDA’s complaint registration form. This is your opportunity to present your case clearly and persuasively.
Personal Information Section
Provide accurate contact details. IRDA will use this information to communicate with you throughout the process.
Insurance Company Details
Include the exact name of your insurance company, your policy number, and the name of the agent or branch that sold you the policy.
Complaint Details
This is the heart of your complaint. Be specific about:
1. What exactly went wrong (claim rejection, policy lapse, poor service, etc.)
2. When these events occurred
3. What steps you’ve already taken to resolve the issue
4. What resolution you’re seeking
Supporting Evidence
List all the documents you’re attaching and briefly explain how each one supports your case.
Step 4: Craft a Compelling Complaint Description
Your complaint description should tell a clear story. Start with the background (when you bought the policy, what coverage you expected), then explain what went wrong (the claim rejection or policy lapse), describe your attempts to resolve it with the insurance company, and finally state what you want IRDA to help you achieve.
Avoid emotional language and stick to facts. Instead of writing “They cheated me,” write “The company rejected my claim citing exclusion XYZ, but this exclusion doesn’t apply to my situation because…”
Step 5: Submit and Track Your Complaint
Once you’ve submitted your complaint, you’ll receive a complaint registration number. Keep this safe. It’s your reference for all future communications.
If you filed online through Bima Bharosa, you can log in anytime to check the status of your complaint. For other filing methods, you can call the helpline or email using your complaint number to get updates.
Common Mistakes to Avoid
1. Don’t Skip the Insurance Company
Always approach your insurance company’s grievance mechanism first. IRDA may reject complaints that haven’t followed this process.
2. Don’t Be Vague
Specific complaints with clear evidence get better results than general grievances about poor service.
3. Don’t Forget the Timeline
File your IRDA complaint within one year of the incident or within one year of receiving the final response from your insurance company.
4. Don’t Provide Incomplete Information
Missing documents or incomplete forms can delay your complaint processing significantly.
What Makes a Strong IRDA Complaint
1. Clear Timeline
Present events in chronological order so IRDA can understand exactly what happened and when.
2. Documented Evidence
Every claim you make should be backed by documentary evidence. Screenshots, letters, email printouts everything helps.
3. Specific Resolution Request
Don’t just complain about what went wrong; clearly state what you want IRDA to help you achieve.
4. Professional Tone
Keep your language professional and factual. Emotional outbursts or accusations without proof can weaken your case.
Your Rights During the IRDA Process
You have the right to:
1. Receive acknowledgment of your complaint within a reasonable time
2. Get regular updates on your complaint status
3. Provide additional information if requested
4. Expect fair and unbiased evaluation of your case
5. Receive a clear explanation of the final decision
Beyond IRDA: Your Other Options
If you’re not satisfied with IRDA’s resolution, you still have other options like approaching the Insurance Ombudsman (for claims under ₹50 lakh) or filing a case in consumer court. But in many cases, a well-presented IRDA complaint resolves issues without needing to go further.
Taking Control of Your Insurance Experience
Filing an IRDA complaint isn’t about being difficult, it’s about standing up for your rights. Insurance companies often count on policyholders staying silent or confused. But once you understand the process, you can push back with confidence.
At Insurance Samadhan, we believe every policyholder deserves fair treatment. The IRDA complaint system is one of your strongest tools and we’re here to help you use it effectively.
You’ve paid your premiums in good faith. You deserve the service and protection you were promised. And IRDA is there to help make sure you get it.
Click here to register your complaint with Insurance Samadhan
Visit our website: insurancesamadhan.com
Mail us at corporate@insurancesamadhan.com