How to File a Complaint on IRDAI IGMS Portal — Complete 2026 Guide

You have been paying your insurance premiums on time. You filed a claim. And then — silence. Or worse, an unfair rejection with no proper explanation. You called customer care dozens of times. You sent emails that went unanswered. The insurer's internal grievance cell gave you a generic response that solved nothing.

**You are not alone.** Every year, thousands of Indian policyholders face unresolved complaints against insurance companies. The good news? IRDAI has built a powerful online tool specifically for this problem: the **Integrated Grievance Management System (IGMS) portal.**

In this comprehensive 2026 guide, we walk you through exactly how to file a complaint on the IRDAI IGMS portal, what documents you need, what timelines to expect, and how to escalate if the insurer still does not resolve your issue.

What is IRDAI IGMS?

The **Integrated Grievance Management System (IGMS)** is IRDAI's centralized online platform for tracking and resolving complaints against insurance companies. It was created under IRDAI's Protection of Policyholders' Interests Regulations, 2017, and serves as the **first formal escalation point** when an insurer fails to resolve your grievance internally.

Why IGMS Matters

• **Mandatory for insurers:** Every IRDAI-registered insurer is required to integrate with IGMS and respond to complaints within strict timelines.
• **Complete audit trail:** Every complaint, response, and action is logged with timestamps — creating a paper trail you can use in legal proceedings.
• **Escalation pathway:** If the insurer does not resolve your complaint satisfactorily through IGMS, you can escalate to the **Insurance Ombudsman** or approach the **Consumer Forum.**
• **Free of charge:** Filing a complaint on IGMS is completely free.

When Should You File an IGMS Complaint?

You should file a complaint on IGMS when:

1. **Your insurance claim has been rejected** and you believe the rejection is unjustified.
2. **Your claim is pending** for more than the stipulated settlement period (typically 30 days from document submission).
3. **The insurer has not responded** to your written complaint within 15 days.
4. **You are dissatisfied with the insurer's resolution** of your internal grievance.
5. **Premium refund issues** — the insurer has not processed your refund within the free-look period or after policy cancellation.
6. **Policy servicing problems** — incorrect premium deductions, failure to issue policy documents, unauthorized policy changes.
7. **Mis-selling complaints** — you were sold a policy with misleading information about coverage, returns, or terms.

Before You File: Exhaust the Internal Grievance Process First

IRDAI requires you to first approach the insurer's **internal grievance cell** before filing on IGMS. Here is how:

1. **Write a formal complaint** to the insurer's Grievance Redressal Officer (GRO). Every insurer is required to have a designated GRO.
2. **Send it via email and registered post** to create a paper trail. Keep copies of everything.
3. **Wait 15 days** for a response. The insurer must acknowledge your complaint within 3 days and resolve it within 15 days.
4. **If no response or unsatisfactory response** — proceed to file on IGMS.

Step-by-Step: How to File a Complaint on IRDAI IGMS Portal

Step 1: Visit the IGMS Portal

Go to **[https://igms.irdai.gov.in](https://igms.irdai.gov.in)** — this is the official IRDAI IGMS website. Be careful of lookalike websites. The official URL is always on the irdai.gov.in domain.

Step 2: Register / Log In

• If you are a **new user**, click on "Register" and create an account using your email address and mobile number.
• You will receive an **OTP** on your registered mobile number for verification.
• Set a strong password and complete your profile with your full name, address, and contact details.
• If you already have an account, simply log in with your credentials.

Step 3: File a New Complaint

Once logged in:

1. Click on **"Register Complaint"** or **"New Complaint"** from the dashboard.
2. **Select the insurer** from the dropdown list. All IRDAI-registered life, health, and general insurers are listed.
3. **Select the complaint category** — options include: - Claim Related (Life / Health / General) - Policy Servicing - Premium Related - Refund Related - Mis-selling - Others
4. **Enter your policy number** — this is mandatory for claim-related complaints.
5. **Write a clear, factual description** of your complaint. Include: - Date of the incident or claim - Claim number (if applicable) - Amount involved - Summary of what happened - What resolution you are seeking
6. **Upload supporting documents** — policy copy, claim form, rejection letter, correspondence with the insurer, medical records (for health claims), etc. Accepted formats: PDF, JPG, PNG. Keep individual files under 5 MB.

Step 4: Submit and Note Your Complaint Reference Number

After submission, you will receive a **unique complaint reference number.** Save this number — you will need it to track the status of your complaint.

You will also receive an **SMS and email confirmation** with the reference number.

Step 5: Track Your Complaint Status

Log in to the IGMS portal anytime and go to **"Track Complaint"** to see the current status. Status updates include:

• **Complaint Registered** — Your complaint has been received and forwarded to the insurer.
• **Under Process** — The insurer is reviewing your complaint.
• **Resolved** — The insurer has provided a resolution.
• **Closed** — The complaint has been closed (either resolved or dismissed).

What Happens After You File?

Insurer's Obligations

Once your complaint is registered on IGMS:

• The insurer is **notified electronically** about your complaint.
• The insurer must **acknowledge** the complaint within **3 working days.**
• The insurer must **resolve** the complaint within **15 working days** from the date of receipt.
• If the insurer needs more time, they must inform IRDAI and the policyholder with reasons for the delay — but the total resolution time cannot exceed **30 days.**

If the Insurer Resolves Your Complaint

You will receive a notification on the IGMS portal and via email/SMS. You can:

• **Accept the resolution** — the complaint is closed.
• **Reject the resolution** — if you are not satisfied, you can escalate to the Insurance Ombudsman.

If the Insurer Does Not Respond

If the insurer fails to respond within the stipulated timeline, the complaint is flagged as **"overdue"** in the IGMS system. IRDAI monitors these overdue complaints and may take regulatory action against the insurer.

You can then escalate to the **Insurance Ombudsman** — more on this below.

Escalation: What to Do If IGMS Does Not Resolve Your Complaint

If you are not satisfied with the insurer's response through IGMS, you have two escalation options:

Option 1: Insurance Ombudsman

The **Insurance Ombudsman** is a quasi-judicial body established by the Government of India to resolve insurance disputes quickly and without the expense of going to court.

**When to approach the Ombudsman:**

• The insurer has rejected your complaint or provided an unsatisfactory resolution through IGMS.
• The insurer has not responded within 30 days.
• The complaint involves an amount up to **₹50 lakhs** (as of 2026).

**How to file:**

• Visit **[https://www.cioins.co.in](https://www.cioins.co.in)** (Council of Insurance Ombudsmen).
• File a complaint in the jurisdiction where the insurer's office is located.
• Attach your IGMS complaint reference number and all supporting documents.
• **No lawyer required** — the process is designed for consumers to represent themselves.

Option 2: Consumer Forum (District / State / National)

For complaints involving larger amounts or if you want to claim compensation for mental agony and harassment, you can approach the **Consumer Disputes Redressal Commission** (District, State, or National level depending on the amount involved).

Tips to Get Your IGMS Complaint Resolved Quickly

Based on our experience helping policyholders, here are proven tips:

1. **Be specific and factual.** Avoid emotional language. State exactly what happened, when, and what you want as resolution.
2. **Attach all relevant documents.** The more evidence you provide, the faster the insurer can process your complaint. Include: policy copy, claim form, rejection letter, medical records, bank statements, and all email/letter correspondence.
3. **Reference your internal complaint.** Mention the date you first complained to the insurer's GRO and include any reference number they provided.
4. **State your desired resolution clearly.** Do not just say "resolve my complaint." Say "I request the insurer to process my claim of ₹X and pay the amount within 15 days" or "I request a full refund of ₹Y with interest."
5. **Follow up regularly.** Log in to IGMS every 3-4 days to check the status. If the complaint is marked as "resolved" but you have not received payment, reject the resolution and escalate.
6. **Keep records of everything.** Screenshots of the IGMS portal, email confirmations, SMS notifications — keep all of it.
7. **Do not file duplicate complaints.** One well-documented complaint is more effective than multiple vague ones.

Common Mistakes to Avoid

• **Filing on IGMS without first complaining to the insurer's GRO.** IRDAI requires you to exhaust the internal process first.
• **Vague complaint descriptions.** "My claim was rejected, please help" is not enough. Explain the full story.
• **Not attaching supporting documents.** A complaint without evidence is unlikely to succeed.
• **Missing the escalation deadline.** If you want to approach the Ombudsman, you must do so within **one year** of the insurer's final response.
• **Using unofficial websites.** Only use **igms.irdai.gov.in** — there are fraudulent lookalike sites.

IRDAI Grievance Statistics: Why This Matters

IRDAI publishes annual grievance data, and the numbers are eye-opening:

• In FY 2024-2025, over **2.5 lakh complaints** were received by insurers across India.
• The average complaint disposal rate across insurers was approximately **98%** — but the quality of resolution varies widely.
• **Claim-related complaints** account for the largest category, followed by policy servicing and premium issues.
• Health insurance complaints have seen a **significant increase** due to claim rejections and disputes over pre-existing conditions.

These numbers show that the system works — but only if you know how to use it effectively.

Your Rights as a Policyholder

Remember these key rights granted by IRDAI:

• **Right to be informed:** The insurer must provide clear, complete information about your policy terms, coverage, and exclusions.
• **Right to fair claim settlement:** Claims must be settled within 30 days of receiving all required documents.
• **Right to grievance redressal:** Every insurer must have a Grievance Redressal Officer, and you can escalate to IGMS if needed.
• **Right to cancel during free-look period:** You can cancel your policy within 15 days (30 days for online policies) for a full refund.
• **Right to portability:** You can switch insurers without losing waiting period credits and no-claim bonus.

Conclusion

The IRDAI IGMS portal is one of the most powerful tools available to Indian insurance policyholders. It is free, it creates a formal record, and it puts legal pressure on insurers to resolve your complaint within defined timelines.

If you have been struggling with an unresolved insurance issue, do not suffer in silence. File a complaint on IGMS today — and if that does not work, escalate to the Insurance Ombudsman.

**Your premiums pay for your protection. Make sure you get what you paid for.**

*Need help filing your IGMS complaint or escalating an unresolved insurance issue? Our expert team at Insurance Support Online can guide you through the entire process. [Contact us today](/contact) for free assistance.*