How do I track a Bima Bharosa complaint, and what do the statuses mean?
Written for policyholders in India · Last reviewed 2026-10-10
Go to Track Your Complaint on the Bima Bharosa home page, enter the mobile number you registered with and verify it by OTP: you will see every complaint registered with that number and its latest status. The statuses are New, Acknowledged, Pending, Attended to, Closed, Escalated and Reopen. 'Attended to' means the insurer has responded, not that your claim has been accepted; if you are not satisfied, you can escalate from there.
How to track your complaint
Go to Track Your Complaint
On the Bima Bharosa home page, enter the mobile number you registered with under Track Your Complaint.[1]
Verify with the OTP
Enter the OTP sent to that number. If it does not arrive, use the Resend OTP link.[1]
Find your complaint
You see every complaint registered with that mobile number, newest first, with its latest status.[1]
Open the details and history
Open a complaint to see its history from New to closure, the insurer's resolution remarks, and the insurer's own reference number for the complaint.[1]
You can also follow a complaint on the insurer's grievance portal or through its call centre; IRDAI's master circular names all three.[2]
What each status means
| Status | What it indicates | What to do |
|---|---|---|
| New | The complaint has been registered. | Note the complaint number and the target date. |
| Acknowledged | The insurer has acknowledged it. | Keep a screenshot with the date. |
| Pending | It is with the insurer. | Answer any question from the insurer promptly, and keep proof. |
| Attended to | The insurer has given its response. It does not mean the claim has been accepted. | Read the resolution remarks. If you are not satisfied, escalate. |
| Escalated | The complaint has gone up because the target time was crossed or you did not accept the resolution. | Watch for it to be reopened and attended to again. |
| Reopen | After an escalation, the complaint is reopened for the insurer to attend to again. | Look for a fresh response. |
| Closed | The complaint is closed. | Read the history to see how it was closed. |
The paths IRDAI describes
- Resolved first time: New, Acknowledged, Pending, Attended To, Closed.[3]
- Target time crossed: New, Acknowledged, Pending, Escalated, Reopened, Attended To, Closed.[3]
- Resolution not accepted by you: New, Acknowledged, Pending, Attended To, Escalated, Reopened, Attended To, Closed.[3]
- Closed by IRDAI at the insurer's request: After an escalation, the insurer can request closure and IRDAI can accept it; the history then shows the complaint as closed by IRDAI.[1]
What to do at 'Attended to'
When the insurer marks the complaint 'Attended to', you get an SMS. Read the insurer's resolution remarks. You can record feedback on the resolution with the Update button or, if you are not satisfied, enter an escalation remark and press Escalate. IRDAI's pages describe what follows as a review for possible violation of regulations, not as a fresh decision on your claim.[1, 4]
Whatever the portal shows, the Insurance Ombudsman route depends on its own conditions, such as the insurer having rejected your complaint or replied unsatisfactorily. When a Bima Bharosa complaint closes unresolved explains how to check them.[5]
An old IGMS complaint number
Bima Bharosa is the Integrated Grievance Management System (IGMS) that IRDAI set up in 2010. The user manual says existing users can view the status or history of a complaint within a year through Track Your Complaints; it does not say how older complaints are looked up. For an older complaint, call IRDAI's grievance call centre on 155255 or 1800 4254 732, or email complaints@irdai.gov.in, quoting the old number.[6, 1, 4]
Keep your own record
- A dated screenshot each time the status changes.
- The complaint number, the target date and the insurer's reference number, written down in one place.
- The insurer's resolution remarks, copied out in full, before you decide whether to escalate.
Sources
The official documents this page relies on. Rules change: where it matters to your claim, check the current version at the source.
1. IRDAI - Bima Bharosa
User Manual - Bima Bharosa (Policy Holder), 22 pagesAccessed 2026-10-09 · Cited at: Bima Bharosa User Manual (Policy Holder), 4.3 Track your Complaint (p. 14); Bima Bharosa User Manual (Policy Holder), 4.3 (p. 15); Bima Bharosa User Manual (Policy Holder), 4.3 (p. 16); Bima Bharosa User Manual (Policy Holder), 4.3 (p. 17) and 4.3.1 (p. 18); Bima Bharosa User Manual (Policy Holder), 4.3.4 Complaint History (p. 20); Bima Bharosa User Manual (Policy Holder), 4.3.3 Complaint Description (p. 20); Bima Bharosa User Manual (Policy Holder), 4.3.1 Complaint Details (p. 17); Bima Bharosa User Manual (Policy Holder), 4.3.4, flow 4 (p. 20); Bima Bharosa User Manual (Policy Holder), 4.4 Escalate/Update Complaint (p. 21); Bima Bharosa User Manual (Policy Holder), 4.4 (p. 21); Bima Bharosa User Manual (Policy Holder), 4.1 Login Screen (p. 4)
2. IRDAI (copy hosted by CAalley.com because irdai.gov.in was unreachable)
Master Circular on Protection of Policyholders' Interests, 2024 - IRDAI/PP&GR/CIR/MISC/117/9/2024 dated 5 September 2024Dated 2024-09-05 · Accessed 2026-10-09 · Cited at: Master Circular on Protection of Policyholders' Interests 2024 (IRDAI/PP&GR/CIR/MISC/117/9/2024, 5 Sept 2024), Section 1, Part B, VI 2(ii) (p. 34); same in Parts A and C (pp. 19, 47)
Read from a copy hosted at caalley.com · Official page
3. IRDAI - Bima Bharosa
Bima Bharosa - FAQ/HelpAccessed 2026-10-09 · Cited at: bimabharosa.irdai.gov.in/Home/FAQ, Q5 'What are the various scenarios of Bima Bharosa complaint'; bimabharosa.irdai.gov.in/Home/FAQ, Q5
4. IRDAI - Bima Bharosa
Bima Bharosa - Call CenterAccessed 2026-10-09 · Cited at: bimabharosa.irdai.gov.in/Home/CallCenter, 'How Bima Bharosa Works'; bimabharosa.irdai.gov.in/Home/CallCenter
5. Council for Insurance Ombudsmen (hosting the Ministry of Finance rules)
The Insurance Ombudsman Rules, 2017 [updated as on 9.11.2023] - consolidated copyDated 2023-11-09 · Accessed 2026-10-09 · Cited at: Insurance Ombudsman Rules, 2017 (consolidated as amended to 9 Nov 2023), rule 14(3)(a)(i)-(iii)
6. IRDAI - Bima Bharosa
Bima Bharosa - About UsAccessed 2026-10-09 · Cited at: bimabharosa.irdai.gov.in/Home/AboutUs, 'Who we are'
ClaimAssure is an independent private platform. It is not an insurer, IRDAI, Bima Bharosa or the Insurance Ombudsman, it never files anything on your behalf, and it cannot promise any outcome. What it does is read your documents and show you what they say.
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- What is Bima Bharosa, and when should I use it?Bima Bharosa, IRDAI's insurance grievance portal, explained: what happens to a complaint there, when to use it, and what it does not do, such as decide claims.
- The insurer replied to my complaint but I'm not satisfied. What next?When an insurer's reply to your complaint falls short: what it must contain, how to answer it, when IRDAI can review it, and the Ombudsman's one-year limit.
- What are the time limits for an insurance complaint in India?Every deadline in an Indian insurance complaint in one place: the insurer's 14 days, the Ombudsman's one-year limit, mediation and award stages, claim clocks.