Facing insurance-related issues? 5 ways policyholders can file their complaints

Those holding insurance policies of any kind may have faced issues regarding the service or the insurance company at some time or the other. These issues largely pertain to problems related to policy renewal, claim process, nominations, contact details, and payment methods among other reasons. Apart from these, the reason could be related to the emergency reimbursements or policy claims that insurance companies sometimes reject. 

Whenever policyholders face any issue, most of them just take to social media to vent their anger and raise their issues through Twitter, Facebook, etc. However, there are better ways that insurance-holders can take to address their concerns in case the insurer falters.

In this article, we will discuss about five right ways to approach insurers in case insurance-holder faces any issue.

1- Approach Grievance Redressal Officer (GRO)

In case of any concern regarding the insurance, policyholders should first send an email to the insurer's grievance redressal cell. The complaint must be registered to the ombudsman's office or the grievance redress officer (GRO). On policyholder.gov.in, policyholders can get a list of all email addresses of insurance companies' grievance cells. Policyholders must submit their complaint in writing, attach all supporting documents, and take an acknowledgment slip.

It should be noted that the grievance cell never considers complaints submitted by advocates, agents, or other third parties on behalf of policyholders. It can only be penned by the insurance policy holder.

Within 15 days of receiving the complaint, the insurer must respond and address it. Additionally, policyholders can go to the grievance redressal cell of the Consumer Affairs Department of IRDAI if they are dissatisfied with the insurer's resolution. One can also contact IRDAI by phone at 155255 or 18004254732, or by email at complaints@irdai.gov.in. Policyholders can also register and follow up on complaints using Irdai's online portal, the Bima Bharosa site bimabharosa.irdai.gov.in, which is part of the Integrated Grievance Management System (IGMS).

2- Write to the insurance company

One can also write an email to their insurance company's executive regarding any kind of issues they are facing and can follow up on emails or through phone calls as well.

3- Refer to insurance ombudsman

As per IRDAI official website, there are currently 17 insurance ombudsmen in various locations, and anyone who has a grievance against an insurer may file a written complaint with the insurance ombudsman — a) in whose territorial jurisdiction the branch or office of the insurer complained against, or, b) the one in complainant's area of residence — either personally or through their legal heirs, nominees, or assignees.

4- Inform IRDAI

Any policyholder having insurance issues can file a complaint with the IRDAI. The company's complaint redressal officer must respond to inquiries about any consumer complaints within 15 days, as per the IRDAI guidelines.

5- File a legal complaint in court

If a policyholder's complaint isn't resolved by any of the methods above, eventually, they should file a legal complaint in court against the insurer.