Bima Bharosa is IRDAI’s official platform, which allows you to file and track insurance grievances. Launched in 2022, it rebranded the existing Integrated Grievances Management System (IGMS). It acts as a central hub where policyholders can raise complaints against insurers or intermediaries and monitor their progress in real-time.
For example, if you had a ₹4 lakh hospital bill, but the insurer settled only ₹2.95 lakh. If the reason cited by the the insurer in the deduction note is vague, like policy conditions without any clause-wise explanation, you can first raise a complaint with your insurer. If the issue remains unresolved for 15 days, you can escalate to Bima Bharosa, followed by the insurance ombudsman. This guide walks you through how Bima Bharosa works.
Tired of insurance claim delays or unhelpful responses? Bima Bharosa helps you put claim-related problems in control. With this easy-to-use system, you can file, track, and escalate complaints against insurers in real-time. It’s a simple, transparent way to ensure your concerns are heard and resolved quickly. In FY 2024-25, 69% of grievances in the insurance sector focused on claim-related issues.
In the next few minutes, you’ll learn how Bima Bharosa works, how to file a complaint, track its status, and improve your chances of a fair insurance resolution.
Bima Bharosa is IRDAI’s online grievance redressal platform designed to help insurance policyholders raise complaints and track their resolution. It serves as a system where customers can submit grievances against insurers and follow the progress online.
If a complaint is escalated, policyholders can share their feedback once the insurer gives its final response. The platform also helps IRDAI monitor how effectively insurers handle customer complaints across the industry.
Here’s a snippet from the IRDAI annual report 2024-25 about the status of grievances as per the Bima Bharosa portal.
Did You Know?
Under the Your Money, Your Right initiative, you can use the Bima Bharosa portal to check if any unclaimed insurance money is pending in your name. Policyholders, nominees, and legal heirs can claim it free of cost. If left unclaimed for over 10 years, the amount gets automatically transferred to the Senior Citizens’ Welfare Fund.
How to File an Insurance Complaint on Bima Bharosa?
Note: Once you register a Bima Bharosa complaint, a token number is generated. This unique reference number is also sent to your registered email.
The insurer has the right to close the complaint filed if the complainant does not respond within 8 weeks after the insurance company addresses the complaint and records the action taken. It is important to check updates regularly and reply within the given timeline if you want the matter to remain active.
Checking Unclaimed Insurance Amounts on the Portal
Follow these steps to check your Bima Bharosa unclaimed amount:
1. Visit the Bima Bharosa website and click on Unclaimed Amount on the home page.
2. Enter your details, such as your name and mobile number.
3. Choose your insurance company from the dropdown list.
4. Click Submit to continue.
5. Download the file provided to check whether any unclaimed insurance amount is pending in your name.
Take a look at the infographic to understand how the grievance process works.
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Tips for a Successful Grievance Resolution
01
Start with the Insurer First
Register your complaint with the insurer through Bima Bharosa. Keep copies of complaint numbers, emails, and every update for future follow-up.
02
File a Complete Case
Do not submit a one-line complaint. Add the claim number, rejection or delay email, policy details, supporting papers, and a short timeline of events.
03
Write in a Clear Format
Explain what happened, why you disagree with the decision, and which documents support your case. This makes it easier for the reviewer to understand the issue quickly. Weak or incomplete documentation of the complaint often leads to generic insurer replies.
04
Ask for a Specific Solution
Clearly mention what you want, such as claim reconsideration, a refund, a corrected policy copy, or a written explanation. Specific requests often receive better responses.
05
Ask Clause-Based Questions
If your claim is rejected, ask for the exact policy clause used and the reason behind the decision. Also, ask if extra documents can help reopen the case.
06
Keep One Issue in One Complaint
Raise separate complaints for delay, rejection, refund, or service issues. This avoids confusion and helps take faster action on each matter.
07
Escalate at the Right Time
If you receive only generic replies or no proper response within the expected timeline, move to the next escalation level.
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Conclusion
Bima Bharosa can be a valuable support platform when your insurance complaint is not getting resolved properly. However, not every deduction or rejection means the insurer acted unfairly. In many cases, the issue may relate to room-rent limits, exclusions, non-medical expenses, or missing documents. Before escalating through Bima Bharosa, review the policy terms and settlement letter carefully. This ensures that your complaint focuses on genuine gaps or unfair decisions.
However, results often depend on how clearly you present your case. When your records are clear and your complaint is well structured, the chances of a fair and faster resolution become much stronger.
If you bought your policy through Ditto and face an unfair claim rejection, reach out to our claim assistance and let our experts manage the entire escalation process for you from start to finish at no extra cost.
Frequently Asked Questions
What is Bima Bharosa, and who runs it?
Bima Bharosa is IRDAI’s official online grievance platform for insurance policyholders in India. It helps customers raise complaints against insurers, agents, and brokers, track updates, and seek escalation when needed. When you lodge a complaint, a token number is generated, which is the reference point for the entire process. The platform is managed by the IRDAI.
The insurance regulator uses it to monitor how insurance companies handle complaints, response timelines, and customer service standards across the industry. In FY 2023-24, Bima Bharosa received over 90,000 complaints from the non-life insurance sector.
Is Bima Bharosa the same as IGMS?
Yes, Bima Bharosa is the rebranded version of IGMS, which stands for Integrated Grievance Management System. IRDAI launched IGMS in 2010 to create a central complaint system for policyholders. The newer Bima Bharosa portal is the updated version of the older platform with a simpler interface, easier navigation, and better complaint tracking tools.
While the name and user experience have changed, the core purpose remains the same, which is to register, monitor, and escalate any kind of unresolved claim issues raised by the policyholder.
Do I need to complain to my insurer before using Bima Bharosa?
Yes, you should first raise your complaint directly with your insurer’s grievance redressal team. This gives the insurer an opportunity to review the matter and provide a resolution within the prescribed timeline. Bima Bharosa is usually used when the insurer does not respond properly or when you are not satisfied with the reply received.
Keeping your insurer complaint records ready can also make escalation through the portal smoother and more effective later. If still not resolved, you can reach out to your insurance ombudsman. Around 57% of the total claims filed in FY 2023-24 were in favour of the policyholders.
How long does it take to resolve a complaint on Bima Bharosa?
A Bima Bharosa complaint is required to be resolved within about 14 days after a policyholder registers the complaint. If there is no proper response within 15 days or if the matter remains unresolved, you can escalate the issue further through Bima Bharosa.
The actual resolution time can vary depending on the nature of the complaint, claim complexity, documents required, and the insurer’s internal review process. In case of straightforward service issues, such complaints close faster than claim disputes or policy interpretation matters.
What types of insurance complaints can I file on Bima Bharosa?
You can file complaints related to life, health, motor, travel, and other general insurance policies. Common issues for filing a complaint include claim delays, claim rejection, refund delays and policy mis-selling.
You can also report incorrect policy details, premium disputes, policy non-issuance after payment, poor customer service, unauthorized changes, delayed endorsements, or misconduct by agents and intermediaries. The rule for filing a complaint is simple. If normal customer support has failed and the issue affects your policy rights, it is worth escalating formally.
What is the difference between Bima Bharosa and the Insurance Ombudsman?
Bima Bharosa is an online complaint platform where policyholders register and track grievances. It helps you to monitor insurer responses and provides an escalation route if your issue remains unresolved.
On the other hand, the Insurance Ombudsman is an independent dispute resolution authority that examines eligible insurance disputes and can issue decisions in certain cases. Bima Bharosa is the first escalation step after contacting the insurer. If the matter remains unresolved, the Ombudsman may become the next option, subject to applicable rules.
How do I track the status of my complaint on Bima Bharosa?
You can track your complaint by logging in to the Bima Bharosa portal with your registered mobile number and token number. The dashboard usually shows complaint stages, insurer responses, and the latest status updates. It is important to save your token number when the complaint is registered.
You may also contact IRDAI’s grievance helpline and provide the token number if you need assistance in checking progress or understanding the next steps available. In FY 2022-23, Bima Bharosa settled over 2 lakh complaints.
How can I contact Bima Bharosa for complaint support?
Call the toll-free numbers 155255 or 1800-4254-732 for assistance. You can also write to complaints@irdai.gov.in for support. You can contact the IRDAI Grievance Call Centre, known as Bima Bharosa Shikayat Nivaran Kendra, if you need help with an insurance complaint or want a status update.
For smooth customer support, always keep your documents in place. These include your policy number, insurer complaint reference, or Bima Bharosa token number. This helps the support team verify details and assist you more quickly.
Can I file a complaint on Bima Bharosa immediately after a claim rejection?
Yes, you can file a complaint on Bima Bharosa immediately after a claim rejection. However, the safer and more effective first step is to raise the issue with your insurer’s Grievance Redressal Officer in writing, along with all supporting documents.
Insurers are generally expected to respond within about 15 days.
If the reply is unsatisfactory, incomplete, or no resolution comes within 2 weeks, you can escalate the matter through Bima Bharosa. This creates a clearer record and often improves the chances of a fair review.
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