Insurance and Risk Mangement

The Insurance Grievance Redressal Lens

This manual explains the structured escalation matrix available to policyholders when an insurance claim is wrongfully rejected or delayed. It strictly advises starting with the insurer's internal Grievance Redressal Officer, who has a 15-day window to resolve the issue. If unresolved, the guide instructs consumers to leverage the IRDAI Bima Bharosa portal, followed by the Insurance Ombudsman, which offers a free and legally binding resolution. It stresses the critical importance of maintaining a written paper trail and not skipping steps in the redressal hierarchy.