My Bima Bharosa complaint was closed but the problem isn't solved. What next?

First check how it was closed: the complaint history shows whether the insurer attended to it or IRDAI accepted the insurer's request to close it. A Bima Bharosa closure is not one of the bars in the Insurance Ombudsman Rules; what matters is whether the Ombudsman's own conditions are met: a written complaint to the insurer, its rejection, an unsatisfactory reply or no reply within a month, and filing within one year of the insurer's decision or, if it never replied, of the end of that month.

First, find out how it was closed

• Read the history: Open the complaint on Bima Bharosa and read its history and the insurer's resolution remarks. The history shows the complaint's whole journey from New to closure.^[1]
• Closed after 'Attended To': In the simplest path the insurer attends to the complaint and it is then closed.^[2]
• 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 closed by IRDAI.^[1]
• A question you did not answer: Check whether the insurer asked you for anything that you did not answer. If it did, send the answer and ask, in writing, for the complaint to be looked at again.

What you can do now

1. 1

   Escalate, if you still can

   If the status is 'Attended to' rather than 'Closed', you can still enter an escalation remark and escalate the complaint in the portal.^[1]

2. 2

   Ask IRDAI about the closure

   IRDAI's grievance call centre is on 155255 or 1800 4254 732, and takes email at complaints@irdai.gov.in. The official pages we read do not explain how a closed complaint is reopened, so ask, quoting your complaint number.^[3]

3. 3

   Go to the Insurance Ombudsman

   If you complained to the insurer in writing and it rejected the complaint, replied unsatisfactorily, or did not reply within one month of receiving it, you can complain to the Ombudsman without any fee, in person, online or in writing, subject to its other conditions below. An online complaint needs a copy of your complaint to the insurer and KYC details; filing an Ombudsman complaint online walks through it.^{[4, 5, 6]}

4. 4

   Courts and consumer commissions

   These are outside what ClaimAssure covers, and you may want legal advice. The Insurance Ombudsman cannot hear a matter that is pending before, or already decided by, a court, consumer forum or arbitrator, so choose the route before you file.^[4]

Which date starts the one-year clock?

Not the date Bima Bharosa closed the complaint. The Insurance Ombudsman Rules give you one year, counted from when you received the insurer's rejection or unsatisfactory decision or, if the insurer never replied, from the end of one month after you sent your written complaint. Time spent on Bima Bharosa may already have used part of that year, so work the date out before anything else.^[4]

If the year has passed, the Ombudsman has power to condone the delay after calling for the insurer's objections, but it is not bound to, and you should not rely on it.^[4]

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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