Bima Bharosa portal: How to register and track an insurance grievance

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If your claim is delayed, a refund hasn’t arrived, or a policy change was handled poorly, the Bima Bharosa portal gives you a formal, time-bound path to resolution. It’s IRDAI’s upgraded, regulator-monitored system that replaced the older IGMS and pipes every complaint simultaneously to your insurer and IRDAI’s repository, so status changes are mirrored and visible to you. IRDAI’s consumer affairs page and the portal FAQs spell this out clearly, alongside helpline and email options for those who prefer offline routes.

The new push on grievance timelines

Once you lodge a complaint, it first goes to the insurer’s grievance team under defined turnaround times. If resolution lags or you’re unhappy with the reply, it can be escalated—up to the Insurance Ombudsman—through the same trail. In 2025, IRDAI also proposed an “internal insurance ombudsman” at every insurer to strengthen first-level redressal for claims up to ₹50 lakh, a move widely reported by business dailies and meant to complement the portal’s tracking.

How to file a grievance, step by step

Go to the Bima Bharosa site and select “Register Complaint.” Create a profile with your name, mobile and email, then log in to file your case. Pick your insurer, add your policy or claim number, describe the issue in plain language, and upload supporting documents such as rejection letters or email trails. Submit to receive a token number, which you’ll use to track progress under labels like “New,” “Attended,” or “Closed.” The portal’s process page also warns that it never asks for any payment or QR-code scan—ignore impostor sites or messages.

When and how to escalate

IRDAI’s guidance is to approach your insurer first; if you can’t access it or remain dissatisfied after the stipulated period, file on Bima Bharosa and track. If the matter stays unresolved, you can escalate to the Insurance Ombudsman using the same record.

Why this improves outcomes for policyholders

A common pain point was not knowing who had the file and what happened last. By syncing the insurer’s system with IRDAI’s repository, the portal creates a live audit trail and a clock that regulators can see. Policyholder.gov.in summarises this architecture; recent industry coverage shows IRDAI pairing digital tracking with the proposed in-house ombudsman to reduce pendency and bring faster, documented closures.

FAQs

Do I have to contact my insurer before using Bima Bharosa? Yes. IRDAI asks you to first write to the insurer’s grievance cell; if that fails or the reply is unsatisfactory within the stipulated time, register on Bima Bharosa and escalate from there.

How do I track my case after filing? Use the token number generated on submission and log back into the portal to see status updates mirrored from the insurer’s system to IRDAI’s repository.

Is it safe—what if someone asks me to pay? The official portal never seeks payments or QR-code scans for grievance handling. Ignore and report look-alike sites, messages or calls that demand money in exchange for speedy settlement.