Bima Bharosa Token Number: Complaint Tracking, Follow-Up and Closure Reconciliation
By Ravi Sisodia · Reviewed by CA Divyanshu Sengar · Updated 5 October 2026
2-minute summary
- The Bima Bharosa token is the control key for one grievance lifecycle; it should link the insurer reference, portal events and the final closure.
- A status label such as Pending, Escalated, Reopened or Closed should be tied to a dated event and document, not copied into a tracker without context.
- Closure should be reconciled to the remedy actually requested - payment, correction, review or reasoned response - before the policyholder treats the case as finished.
Current position
Control and evidence map
| # | Control / evidence requirement | |
|---|---|---|
| 1 | Store the token number and registered mobile/email used for the complaint. | |
| 2 | Maintain a dated status log with screenshots or downloaded records at important transitions. | |
| 3 | Link every insurer response to the corresponding Bima update and note any mismatch. | |
| 4 | Before accepting closure, compare the final resolution with the original requested remedy and disputed amount/record. | |
| 5 | If resolution is unacceptable, use the available escalation/review route rather than creating an unrelated duplicate token. | |
Worked example
A Bima complaint moves from Pending to Attended To after the insurer uploads a response, but the response only addresses one of two disputed deductions. The tracker should record the partial response and use the same complaint’s escalation path, preserving the original token and evidence trail.
Common mistakes
- Using screenshots without token number or date.
- Assuming “Attended To” necessarily means the customer accepted the result.
- Losing the insurer’s internal complaint reference while tracking only the Bima token.
- Starting a new token for each follow-up message.
Frequently asked questions
What does the token number do?
IRDAI guidance says it is used by IRDAI and the insurer to track the complaint.
Can I see insurer updates in Bima Bharosa?
The FAQ says insurer-system status updates are mirrored in the portal.
Is Closed always the end of remedies?
Not necessarily; legal or Ombudsman remedies may remain depending on facts and timelines.
What should a finance/legal team archive?
The token, full chronology, attachments, insurer responses, status captures and final closure record.
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.