The Consumer Affairs Department of the Insurance Regulatory and Development Authority (IRDA) has introduced the Integrated Grievance Management System (IGMS) which is an online system for registration and tracking of grievances. You must register your grievance first with the insurance company and in case you are not satisfied with its disposal by the company, you may escalate it to IRDA through IGMS by accessing www.igms.irda.gov.in. In case you are not able to access the insurer’s grievance system directly, IGMS also provides you a gateway to register your grievance with the insurer.
Policyholder Servicing Turnaround Times as prescribed by IRDA
Service
Maximum Turn Around Time
General
Processing of Proposal and Communication of decisions including requirements/issue of Policy /Cancellations
15 days
Obtaining copy of the proposal
30 days
Post Policy issue service requests concerning mistakes/refund of proposal deposit and also Non-Claim related service requests
10 days
Life Insurance
Surrender value/annuity/pension processing
10 days
Maturity claim/Survival benefit/penal interest not paid
15 days
Raising claim requirements after lodging the claim
15 days
Death claim settlement without Investigation requirement
30 days
Death claim settlement/repudiation with Investigation Requirement
6 months
General Insurance
Survey report submission
30 days
Insurer seeking addendum report
15 days
Settlement/rejection of Claim after receiving first/addendum survey report
30 days
Grievances
Acknowledge a grievance
3 days
Resolve a grievance
15 days
Source: IRDA Handbook on Health Insurance
