Know the right way to file an insurance complaint

What do insurance policyholders do when there is a complaint? Many of them just take to social media, be it Twitter or Facebook, to complain. They also tag insurers on such posts. But, experts say, this may not be the right way to address complaints, even if the insurer does not act in time.

Mahaveer Chopra, CEO, Beshak.com says, “Most customers express their frustration on Twitter, especially when they did not find the right channel to communicate with the insurer or got a proper response. Insurers have call centres, but responses Most are system generated and may not help in resolving the complaints. Even, the response given by the customer care executive may not always satisfy the complainant.”

Nevertheless, it is true that people should use the various grievance mechanisms available to them before using the public forum. When insurers fail to address complaints, it is better for policyholders to approach the Insurance Ombudsman. TM Shyam Sundar, CIO, Royal Sundaram General Insurance said, “The Insurance Regulatory and Development Authority of India (Irdai) has a grievance redressal mechanism which is very sensitive and focused on the interests of the customers. If the insured has any dispute with the insurer, they can approach the office of the regulator or the Ombudsman in their city for resolution.”

What you should do: If you have a complaint about the insurer, you should write to the Grievance Redressal Cell of the insurer. You have to lodge this complaint with the Grievance Redressal Officer (GRO) or the office of the Ombudsman. You can check the GRO email ids of all insurance companies at policyholder.gov.in. Submit your complaint in writing along with supporting documents and obtain an acknowledgment slip for the same.

Note that the Grievance Cell never entertains complaints written by advocates or agents or any third party on behalf of policyholders. It has to be written by the insured only.

The insurer has to resolve your complaint within 15 days from the date of receipt of the complaint. Further, if you are unsatisfied with the resolution of the insurer, you may approach the Grievance Redressal Cell of the Consumer Affairs Department, IRDAI. You can dial 155255 (or) 18004254732 or send an email to grievance@irdai.gov.in. You can also use the online portal of IRDA – Integrated Grievance Management System (IGMS) – Bima Bharosa Portal (bimabharosa.irdai.gov.in) to register and monitor your complaints.

You can send a complaint to IRDA by post. For that, you need to download the complaint registration form, fill it up and send it along with your complaint letter and copies of relevant documents. The complaints should be addressed to the General Manager, Consumer Affairs Department- Grievance Redressal Cell, IRDA.