IRDA has laid down a Turnaround Time (TAT) for the various services rendered by insurance providers to the insured. This rule has been stipulated under the IRDA Protection of Policyholders’ Interests (PPHI) Regulations, 2002. A maximum turnaround time has been set for life insurance companies as well as general insurance companies, based on the type of service or grievance redressal provided by the company.
In the event that the insurance provider does not provide a service or resolve a grievance within the stipulated date, the policyholder can approach the IRDA for a solution. The complaint can be escalated and the IRDA will help resolve the dispute with the insurance provider. In case an adjudication and/ or enquiry is required for the same, the policyholder will have to approach the Consumer Court or Consumer Forum.
Process of Lodging a Complaint against a Health Insurance Company:
Before lodging a complaint against the health insurance provider, the policyholder has to approach the Grievance Redressal Office of the branch. The complaint has to be given in writing with associated documentation. A written acknowledgement will be given to you along with the date of submission of the complaint. Generally, the insurance provider has to resolve the grievance within 15 days. In case this does not happen, the issue can be escalated to the IRDA.
In order to lodge a complaint against a health insurance provider with the IRDA, the policyholder has to get in touch with the Grievance Redressal Cell of the Consumer Affairs Department of IRDA via email or customer care helpline. Once the complaint is lodged, you can use the Integrated Grievance Management System offered by the IRDA to monitor your complaint and its progress. The policyholder can also contact the Insurance Regulatory and Development Authority via letter or fax.
The maximum TAT (Turn Around Time) on complaints/ requests/ grievances related to some of the services offered by health insurance companies are as follows:
|Service Rendered||Maximum Turn Around Time|
|Processing the proposal, issue of policy or cancellation of policy||15 days|
|Obtaining a copy of the policy proposal||30 days|
|Service requests for errors or refund or NCB (No Claim Bonus) related service requests||10 days|
|Related to Annuity, Surrender value||10 days|
|Survival Benefit, Maturity Claim or penal interest not paid||15 days|
|Raising claim requirements after registering a claim||15 days|
|Death Claim settlement without investigation requirement||30 days|
|Death Claim repudiation or settlement with investigation requirement||6 months|
|Acknowledging a grievance||3 days|
|Resolving a grievance||15 days|
First, contact the grievance cell or helpdesk of your health insurance company regarding your issue. If it’s not resolved within the TAT listed, you can escalate the issue to IRDA. Following are the contact details of some of the leading health insurance providers in India.
Contact Details of Grievance Cell of Health Insurers:
|Insurance Provider||Email ID|
|Oriental Insurance Company||[email protected]|
|Cholamandalam MS General Insurance||[email protected]|
|Star Health Insurance||[email protected]|
|Bajaj Allianz Health Insurance||[email protected]|
|Religare Health Insurance||[email protected]|
|Bharti AXA Health Insurance||[email protected]|
|Apollo Munich Health Insurance||[email protected]|
|Cigna TTK Health Insurance||[email protected]|
|HDFC Ergo Health Insurance||[email protected]|
|IFFCO Tokio Health Insurance||[email protected]|
|L & T Health Insurance||[email protected]|
|Max Bupa Health Insurance||[email protected]|
|New India Health Insurance||[email protected]|
|Universal Sompo Health Insurance||[email protected]|
|ICICI Lombard Health Insurance||[email protected]|
|National Health Insurance||[email protected]|
|Oriental Health Insurance||[email protected]|
|Reliance Health Insurance||[email protected]|
|Royal Sundaram Health Insurance||[email protected]|
|SBI Health Insurance||[email protected]|
|TATA AIG Health Insurance||[email protected]|
|Future Generali Health Insurance||[email protected]|
|United India Health Insurance||[email protected]|
|Agriculture Insurance Company of India Ltd.||[email protected]|
|Raheja QBE Insurance||[email protected]|
|Export Credit Guarantee Corporation Limited||[email protected]|
Contact Details for Grievance Redressal Cell of the Consumer Affairs Department of IRDA:
|Toll Free Number||1800 4254 732/ 155255|
|E-mail ID||[email protected]|
|Postal Address||Consumer Affairs Department Insurance Regulatory and Development Authority, 3-5-817/818, 9th Floor, United India Towers, Hyderguda, Basheerbagh Hyderabad – 500 029|
Channels for Lodging a Complaint:
These are the main channels for lodging a complaint - the Insurance Ombudsman, the Integrated Grievance Management System and the Consumer Court. These are explained below:
You can seek the assistance of the Insurance Ombudsman in order to escalate an issue which has not been resolved by the insurance provider. You can file a complaint with the Insurance Ombudsman under the following conditions:
- Your claim has been partially or wholly rejected.
- You have not received your policy after payment of premium.
- There is delay in claim settlement
- There is a dispute regarding premium payable/ premium paid.
- There is a dispute regarding the terms and conditions specified in the Policy Schedule.
Integrated Grievance Management System:
IRDA had introduced the Integrated Grievance Management System as an online platform where the policyholders having a grievance or dispute with an insurance provider can escalate the same. You can register a complaint as well as track its progress using this system. This grievance redressal and monitoring tools helps the IRDA to provide a centralized access to the policyholder and to classify complaints based on predefined norms.
Under this system, complaints are assigned a unique complaint ID and is assigned to concerned departments for resolution. This helps to monitor market conduct issues as well. This also assigns Turnaround Times (TATs) for all complaints registered and sets up alerts for pending tasks. The system ensures efficient complaint resolution with rule based workflows and detailed reports.
If the complaint has still not been resolved, you can register the same with the consumer court. The consumer court has a separate department to handle health insurance grievances, especially those arising out of Unfair Trade Practice/ malpractice/ service issues.