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PolicyVentSmart Insurance

Grievance redressal

We take complaints seriously. Here's exactly how to escalate — at our level, the insurer's level, and the regulator's level.

Step 1 — Reach our grievance officer

Our customer desk handles 95% of issues. If your concern is unresolved within 14 days, escalate to our grievance officer:

Please include your policy number, the date of original complaint, and copies of any prior correspondence. We acknowledge within one business day and aim to resolve within 14 days.

Step 2 — Reach the insurer's grievance officer

If we cannot resolve the issue (or you'd prefer to deal with the insurer directly), every IRDAI-licensed insurer is required to publish a grievance officer's email and phone on their website. The contact also appears on your policy schedule. Most insurers commit to a 14-day resolution.

Step 3 — IRDAI Bima Bharosa

If 30 days have elapsed without satisfactory resolution, escalate to the regulator's grievance portal:

  • Portal: bimabharosa.irdai.gov.in (formerly IGMS)
  • Toll-free helpline: 1800-4254-732
  • Email: complaints@irdai.gov.in
  • Postal: IRDAI, Sy No. 115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad 500032

Step 4 — Insurance Ombudsman

For unresolved disputes involving claim settlement, premium disputes, or policy terms, you can approach the Insurance Ombudsman in your zone. The Ombudsman's decision is binding on the insurer up to ₹50 lakh. Find your zonal Ombudsman at cioins.co.in.

The Ombudsman accepts complaints only after Steps 1–3 above, or if 30 days have elapsed without a response from the insurer.

Step 5 — Consumer court / civil court

As a last resort, you can file a complaint with the appropriate Consumer Commission (District / State / National) under the Consumer Protection Act, 2019, or take civil action.

What we track and report

We publish quarterly grievance reports on our about page. Common categories include: claim delay (largest), premium disputes, policy issuance errors, mis-selling. Average resolution time over the last quarter: 9.4 days.

Insurance is the subject matter of solicitation. The above redressal process is in line with IRDAI (Protection of Policyholders' Interests) Regulations, 2017.