Last year, the Insurance Development and Regulatory Authority (Irda) opened a channel for you to take complaints related to your insurance policy directly to the regulator in case the insurer’s response wasn’t satisfactory. In a step forward, Irda launched a website—igms.irda.gov.in (IGMS: Integrated Grievance Management System)—earlier this month where you can register your complaint as well as check its status later.
When you need to go to IGMS
You cannot directly use IGMS, but as a tool to escalate your complaint to the regulator in case you are not satisfied with the insurer’s response/solution or your complaint hasn’t been attended to within the stipulated period of 15 days of lodging the complaint. First, you need to approach the insurance company’s grievance cell—you will find the contact details in your policy document—and lodge a complaint with it. Approaching IGMS is the next step. IGMS is linked to Irda’s grievance call centre and you can get further assistance on toll-free number 155255.
How IGMS works
It’s a simple two-step process.
Step I: You need to register yourself on the website. For that you need to provide your personal details such as name, date of birth, gender, contact number and address. You will also need to enter either your permanent account number (PAN) or voter ID number or your passport number.
Step II: Once you’ve registered, you can file the complaint against an insurer, broker, unregistered party or intermediary. To do so, you will have to choose the relevant branch code from the list provided on the website and provide your policy details. You will also need to choose the appropriate options for type of policy, type of complaint and description of the complaint.
An Irda token number and a reference number will be generated at the time of registration of the complaint. Once you’ve registered, you can view or edit complaints. It will also show the status of your complaint. The status could be: new, acknowledge, pending, attended to or closed. Based on the complaint registration date, the system will calculate the age of each complaint and show the Irda token number and a column for turnaround time (TAT) tolerance that displays the tolerance of a particular complaint against the number of days it stays pending. If the account is more than 10 days old, the colour will be green, if it is more than 30 days old, it will show yellow and for more than 60 days, the colour is orange.
Based on the complaint registration date and TAT, the screen also shows the expected disposal date.