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A New Digital Platform Simplifies How Policyholders Resolve Insurance Complaints

Customers often find it difficult to navigate insurance-related disputes, especially when faced with issues such as claim delays, rejections, mis-selling, or poor service. To make this process more transparent and accessible, the Insurance Regulatory and Development Authority of India (IRDAI) has launched an online platform called Bima Bharosa. This unified system enables policyholders to file complaints, track their status, and escalate unresolved issues without having to visit insurer offices or write multiple letters.

What Is the Bima Bharosa Portal?

Bima Bharosa is an Integrated Grievance Management System designed to connect three key stakeholders: policyholders, insurance companies, and IRDAI. The moment a complaint is registered on the portal, it is automatically forwarded to the concerned insurance company for review and action. At the same time, IRDAI actively monitors the process to ensure the grievance is being handled properly and within the prescribed timelines.

The platform also features tools and resources such as complaint filing options, a status-tracking dashboard, frequently asked questions, and a helpdesk facility. This integrated approach ensures accountability and reduces the need for customers to physically visit branch offices or chase customer support teams.

Why the Portal Matters

Insurance disputes often arise from issues like claim rejection, claim processing delays, incorrect policy details, mis-selling by agents, and lack of post-sale service. In the absence of a structured system, policyholders were often left confused about whom to approach and how to escalate their concerns.

The Bima Bharosa portal solves these challenges through:

• Transparency, as both the insurer and IRDAI can see each complaint.

• Efficiency, with complaints automatically recorded in the insurer’s internal system.

• Accessibility, allowing customers to lodge complaints anytime without visiting an office.

• Accountability, since IRDAI oversees every stage of the resolution process.

This streamlined approach helps customers receive faster and fairer resolutions, strengthening trust in the insurance sector.

How to Use the Bima Bharosa Portal

Using the portal is simple and does not require any technical expertise. Here’s the step-by-step procedure:

1. Visit the official website: bimabharosa.irdai.gov.in

2. Choose your preferred language—Hindi or English.

3. Click “Register Complaint” to create a new profile.

4. Enter your name, mobile number, and email address. Complete OTP verification and save your login details.

5. Fill in the complaint form by selecting your insurance company, policy type, complaint category, and—if applicable—your policy or claim number.

6. Upload supporting documents such as emails, policy copies, medical records, or claim rejection letters.

7. Submit the form to receive a complaint token number.

Once submitted, your complaint is automatically forwarded to the concerned insurance company’s grievance team. IRDAI also receives a copy for monitoring. You can use your token number to check the real-time status of your complaint.

If the insurer does not resolve the grievance within the stipulated timeframe, the portal allows you to escalate the matter to the Insurance Ombudsman directly.

Important Safety Advisory from IRDAI

To protect users from fraud, IRDAI has issued clear warnings:

• Do not scan unknown QR codes.

• Do not click suspicious links.

• Do not pay anyone who claims they can resolve your complaint faster.

• Bima Bharosa does not ask for OTPs, banking information, or any form of payment.

The portal is completely free and secure, designed only to simplify grievance handling for insurance customers.

A Step Toward Greater Transparency

With Bima Bharosa, IRDAI has taken a significant step toward improving the insurance grievance redressal mechanism in India. By offering a centralized, digital, and transparent system, the portal ensures that policyholders receive timely resolutions without unnecessary hassle. It empowers customers, enhances accountability across insurance companies, and strengthens confidence in the overall insurance ecosystem.

If you have any concerns about your policy or claim, this platform provides a reliable and user-friendly way to get the support you need.