Bima Bharosa - An Integrated Grievance Management System (earlier
known as IGMS)
IRDAI has launched the Bima Bharosa Portal in 2022. Apart from
creating a central repository of industry-wide insurance grievance
data, Bima Bharosa is a grievance redress monitoring tool for IRDAI.
Policyholders who have grievances should register their complaints
with the Grievance Redress Channel of the Insurance Company first.
If policyholders are not able to access the insurance company
directly for any reason, Bima Bharosa Portal provides a gateway to
register complaints with insurance companies.
Complaints shall be registered with insurance companies first and
only if need be, be escalated them to IRDAI (Protection of
Policyholders' and Grievance Redressal Department). Bima Bharosa
Portal is a comprehensive solution which not only has the ability to
provide a centralised and online access to the policyholder but
complete access and control to IRDAI for monitoring market conduct
issues of which policyholder grievances are the main indicators.
Bima Bharosa Portal has the ability to classify different complaint
types based on pre-defined rules. The Portal has the ability to
assign, store and track unique complaint IDs. It also sends
intimations to various stakeholders as required, within the
workflow. The system has defined target Turnaround Times (TATs) and
measures the actual TATs on all complaints. Bima Bharosa Portal sets
up alerts for pending tasks nearing the laid down Turnaround Time.
The system automatically triggers activities at the appropriate time
through rule based workflows.
A complaint registered through Bima Bharosa Portal will flow to the
insurer's system as well as the IRDAI repository. Updating of status
will be mirrored in the IRDAI system.
Thus Bima Bharosa Portal provides a standard platform to all
insurers to resolve policyholder grievances and provides IRDAI with
a tool to monitor the effectiveness of the grievance redress system
of insurers.
You can call the IRDA Grievance Call Centre
Toll Free Number: 155255 (or) 1800 4254 732
Timings:
8 AM to 8 PM -- (Monday to Saturday)