What is a Grievance Redressal Officer, and how do I find my insurer's?

The Grievance Redressal Officer (GRO) is the insurer's officer who deals with complaints, and a written complaint to the GRO is the first step IRDAI's pages describe. You can find the contact on your insurer's website, in official GRO lists, and on the Bima Bharosa complaint form, which shows the GRO once you pick your insurer. If the GRO does not resolve it, you can use any escalation contacts the insurer lists or approach IRDAI, and the Insurance Ombudsman once the insurer has rejected your complaint, replied unsatisfactorily or not replied within one month.

IRDAI's 2024 Regulations require every insurer to have a system and a procedure for receiving, registering and disposing of complaints in each of its offices, and to publicise that procedure, including on its website. IRDAI's Bima Bharosa pages call the officer who handles complaints the Grievance Redressal Officer, and tell policyholders to approach the GRO of the branch or office they deal with, in writing, with supporting documents.^{[1, 2]}

Where to find your insurer's GRO

• The insurer's website: Every insurer must publicise its grievance redressal procedure and make it available on its website. Check the grievance or customer-service page for the grievance email address and any escalation levels it lists.^[1]
• IRDAI's list: IRDAI's Bima Bharosa FAQ says company-wise contact details of GROs, and each insurer's grievance procedure, are made available on IRDAI's website.^[2]
• The Council for Insurance Ombudsmen's lists: The Council publishes two GRO lists, one for life and health insurers and one for non-life and health insurers.^{[3, 4]}
• The Bima Bharosa form: If you register a complaint on Bima Bharosa, the form shows the GRO's name, email and phone details once you select your insurer.^[5]
• Your policy papers and letters: Look for a grievance contact in the policy document and the insurer's letters. The policy and the insurer's resolution letter must also give the details of the Insurance Ombudsman for your area.^[6]

What to send the GRO, and how

Put the complaint in writing, attach copies of the supporting documents and keep a dated acknowledgement; IRDAI's Bima Bharosa FAQ gives the same three steps. You can also complain at a branch, by letter, on the insurer's website or through its call centre, but a written complaint is the one you can prove later. This structure for a complaint email keeps it short and complete.^{[2, 6]}

If the GRO does not resolve it

1. 1

   Use the insurer's own escalation route

   If the insurer's grievance page lists escalation levels above the GRO, write to the next level, quoting your complaint reference and date and attaching your original complaint.

2. 2

   Approach IRDAI

   If the complaint is not resolved within two weeks, or you are unhappy with the resolution, IRDAI's FAQ says you can approach IRDAI's Grievance Redressal Cell, including through Bima Bharosa. See what Bima Bharosa is.^[2]

3. 3

   Consider the Insurance Ombudsman

   Once the insurer has rejected your written complaint, not replied within one month of receiving it, or replied unsatisfactorily, the Ombudsman route opens, subject to its other conditions.^[7]

An insurer or its agents must not stop or discourage you from complaining to IRDAI. If anyone tells you otherwise, note who said it and when.^[1]

The GRO is not the Insurance Ombudsman

The GRO is the insurer's own officer, and any level above the GRO is still inside the insurer, whatever the insurer calls it. The Insurance Ombudsman is separate: an office set up under the Insurance Ombudsman Rules, 2017, which were made under the IRDA Act, 1999, and it hears complaints against insurers. If an insurer's letter mentions an 'ombudsman', check which one it means before you treat the matter as escalated.^[7]

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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