How to Register and Track Insurance Grievances on the Bima Bharosa Portal?

If you hold an insurance policy (life, health or general) and face difficulties — such as claim delays, policy servicing issues or unsatisfactory responses from the insurer — the Bima Bharosa portal gives you a direct route to escalate and keep track of your grievance. Here’s a detailed guide in plain language.

What is the Bima Bharosa Portal?

The Bima Bharosa portal (previously known as the Integrated Grievance Management System or IGMS) is an online system created by IRDAI for the central registration and tracking of complaints from policyholders.

• A single system to file a complaint across insurers under IRDAI’s oversight.
• Issuance of a unique token number once you register the complaint, which you can use to view status updates.
• Ability to escalate the matter if the insurer does not respond within the time frame or you’re dissatisfied with the resolution.
• No payment required for registration of complaint via this portal.

Why Should You Use It?

When an insurer does not resolve your grievance through its internal process — or you are not satisfied with the outcome — Bima Bharosa gives you:

• A formal system under regulator oversight.
• Transparency in how your complaint is progressing (you can log in and see updates).
• A centralised, documented pathway rather than chasing multiple phone calls or emails.

Step-by-Step: How to Register a Grievance

• Visit the official Bima Bharosa portal website.
• If you are a first-time user, register your details (name, email, mobile) as required.
• Log in with your credentials.
• Select “Register New Grievance” and fill in required details such as:
  • Your policy number and insurer name.
  • Type of grievance: claim settlement, policy servicing, agent misconduct, etc.
  • Description of issue with supporting documents (if available).
• After submission, you will receive a unique token or acknowledgement.
• You can later log in to “Track Grievance” using the token and monitor updates.

What Happens After Submission?

• The portal forwards your complaint to the relevant insurance company for resolution.
• The insurer is expected to respond within the time-frames mandated by IRDAI and you will see status updates in the portal.
• If you are dissatisfied with the insurer’s reply, or if no reply comes within a reasonable period, you may escalate the issue via the portal.

Key Terms Explained

• Policyholder – The person who owns the insurance policy.
• Grievance / Complaint – An issue like delay in claim settlement or poor service.
• Token Number – A unique reference code to track your complaint.
• Escalation – Moving your complaint to a higher level if not resolved satisfactorily.
• Time-Bound Resolution – IRDAI mandates insurers to respond within a fixed time limit.

Escalation Path and Alternatives

• Ensure you first contacted your insurer’s grievance cell and waited for their response.
• If unsatisfied, escalate via the Bima Bharosa portal.
• Further, approach the Insurance Ombudsman Office under applicable conditions.
• Maintain all documentation — policy details, communication copies, timelines, etc.

Tips for Policyholders to Use the Portal Effectively

• Before filing on Bima Bharosa, contact your insurer’s grievance desk for quicker resolution.
• Keep scanned copies of all relevant documents for upload.
• Clearly mention your policy number, issue, and expected resolution.
• Note your token number immediately after submission.
• If status remains unchanged, use the “escalate” feature or contact the higher grievance officer.

Limitations You Should Know

• The portal does not accept complaints from third parties unless authorized.
• It does not replace contract-based claim procedures but supports grievance resolution.
• Resolution times may still vary, though IRDAI monitors compliance.

Final Recommendation

The Bima Bharosa portal is a regulated, transparent system designed to empower insurance policyholders. It ensures your complaints are not ignored and progress can be tracked systematically. Always document everything, escalate responsibly, and follow up via the official portal instead of informal channels.

Related Queries on Insurance Grievances and Portal Process

• How to check the status of a complaint on the Bima Bharosa portal?
• What is the difference between Bima Bharosa and Insurance Ombudsman?
• What types of insurance grievances can be filed through Bima Bharosa?

SEBI Disclaimer: The information provided in this post is for informational purposes only and should not be construed as investment advice. Readers must perform their own due diligence and consult a registered investment advisor before making any investment decisions. The views expressed are general in nature and may not suit individual investment objectives or financial situations.