How to escalate an insurance complaint
If the insurer won't resolve it, India has an official escalation ladder. Here are the rungs.
Step 1 — the insurer's grievance cell
Always start here. File a written grievance with the insurer's grievance redressal officer and get an acknowledgement reference. Most escalation forums expect you to have tried this first.
Step 2 — IRDAI's Bima Bharosa
If the insurer doesn't resolve it satisfactorily, you can lodge a complaint on IRDAI's Bima Bharosa (IGMS) platform, which records and monitors the complaint with the insurer.
Step 3 — the Insurance Ombudsman
For unresolved disputes you can approach the Insurance Ombudsman. Eligibility usually opens after the insurer rejects your representation or a set period passes with no reply. There are monetary limits and a complaint format — check the current rules before filing.
Keep proof at every step
Save copies of every letter, acknowledgement, and reply. The Ombudsman file is built from this paper trail, so collect it as you go rather than scrambling later.
Frequently asked
Upload your policy and the insurer’s letter — Claim Saathi reads both, finds the exact clause, and helps you respond.
Analyze my claim →