Bima Bharosa After Unsatisfactory Insurer Response: IRDAI Escalation and Tracking Checklist
By Ravi Sisodia · Reviewed by CA Divyanshu Sengar · Updated 5 October 2026
2-minute summary
- An unsatisfactory insurer response is not cured by sending the same complaint again without identifying the unresolved point.
- Bima Bharosa allows the policyholder to see complaint status and, where the insurer’s resolution is not acceptable, move the grievance for IRDAI review of possible regulatory violation.
- Ombudsman eligibility is a separate route with its own jurisdiction and procedure; choose the next forum based on the dispute, amount and relief.
Current position
Control and evidence map
| # | Control / evidence requirement | |
|---|---|---|
| 1 | Compare the insurer response against each numbered complaint issue and mark answered, partly answered or unanswered. | |
| 2 | Separate a contractual disagreement from a service-TAT or regulatory-compliance issue. | |
| 3 | Upload the insurer response, original grievance and a short rebuttal that points to the exact unresolved fact or clause. | |
| 4 | Track the Bima token and capture the escalation/reopened status rather than starting a duplicate case. | |
| 5 | Assess Insurance Ombudsman, consumer/civil or other remedies without prejudicing limitation periods. | |
Worked example
An insurer rejects a mis-selling complaint by stating that the proposal form was signed. The customer has a recorded sales call promising a guaranteed return inconsistent with the policy. The escalation should not repeat “I was mis-sold”; it should identify the call timestamp, promise made, proposal/policy mismatch and why the insurer response did not address that evidence.
Common mistakes
- Treating IRDAI escalation as an appeal that automatically re-adjudicates every contractual dispute.
- Failing to attach the insurer response being challenged.
- Ignoring limitation while waiting indefinitely for portal updates.
- Opening a new complaint instead of using the existing token/escalation path where available.
Frequently asked questions
Can IRDAI review an insurer response?
Bima Bharosa guidance says an unsatisfied complainant can escalate for review of possible regulatory violation.
Is the Ombudsman the same as IRDAI grievance review?
No. It is a separate quasi-judicial grievance mechanism with its own rules and jurisdiction.
Should I send new evidence?
Yes, if it is material; explain why it changes the analysis rather than merely adding documents.
What is the best escalation format?
A short issue-response-evidence matrix usually works better than a long narrative.
Official sources
- Insurance Regulatory and Development Authority of India - Bima Bharosa (IGMS) complaint portal (Current portal; current)
- Insurance Regulatory and Development Authority of India - Bima Bharosa Frequently Asked Questions (Current portal FAQ; current)
- Insurance Regulatory and Development Authority of India - Bima Bharosa grievance call-centre and process guidance (Current portal guidance; current)
- Insurance Regulatory and Development Authority of India - Master Circular on Protection of Policyholders Interests, 2024 (IRDAI/PP&GR/CIR/MISC/117/9/2024; 2024-09-05)
Disclaimer
Educational and professional reference only; confirm the current law, rates and the facts of your case before relying on this page.