DFS Highlights Mechanism for Timely Redressal of Insurance Policyholders’ Grievances

The Ministry of Finance’s press release explains the grievance redressal mechanism for insurance policyholders as mandated by the Insurance Regulatory and Development Authority of India (IRDAI). At the insurer level, a Grievance Redressal Officer (GRO) registers complaints in the insurer’s Complaints Management System (CMS), which is linked to the IRDAI’s Bima Bharosa portal, and must acknowledge the complaint immediately and resolve it within 14 days. If unsatisfied, policyholders can approach the IRDAI’s Grievance Redressal Cell via the Bima Bharosa portal, toll‑free numbers 155255 or 1800‑4254‑732, or email complaints@irdai.gov.in. The portal provides multilingual support in 12 languages and integrates both digital and physical complaint registrations.