How to File an Insurance Complaint on IGMS India (Step-by-Step)

The Integrated Grievance Management System (IGMS) is India's official online platform for lodging insurance complaints directly with IRDAI — the Insurance Regulatory and Development Authority of India. If your insurer has denied a claim, delayed a settlement, or failed to respond to your internal complaint, IGMS is your next formal escalation point. This guide explains exactly how to use it.

What Is IGMS?

IGMS — available at igms.irda.gov.in — is IRDAI's centralised grievance management portal, launched to streamline consumer complaints against all IRDAI-regulated insurance companies. Every insurer operating in India must participate in the IGMS system, respond to complaints filed through it, and report their grievance data to IRDAI.

IGMS is useful when:

• Your insurer's internal Grievance Redressal Officer (GRO) has not resolved your complaint within 15 days
• You are dissatisfied with the insurer's response
• Your claim has been denied without adequate justification
• The insurer has violated IRDAI turnaround time regulations

Before You File on IGMS

Pre-requisite: You must first file a complaint with your insurer's GRO. Under the IRDAI (Protection of Policyholders' Interests) Regulations 2017, insurers must have a GRO who acknowledges complaints within 3 days and resolves them within 15 days. If you haven't done this, do so first — and keep a copy of your written complaint and any acknowledgement.

Once 15 days have passed without resolution, or if the resolution is unsatisfactory, you are eligible to escalate to IGMS.

Step-by-Step: Filing Your IGMS Complaint

Step 1: Go to the IGMS Portal Navigate to igms.irda.gov.in in your browser.

Step 2: Register or Log In

• Click "Register Complaint" on the home page
• If you are a new user, register using your mobile number and the OTP sent to it
• Existing users can log in directly

Step 3: Enter Complainant Details

• Full name as per policy
• Contact information (mobile number, email)
• Residential address

Step 4: Enter Policy and Insurer Details

• Select your insurer from the dropdown list (e.g., Star Health and Allied Insurance, ICICI Lombard, HDFC ERGO, Bajaj Allianz, SBI General, Aditya Birla Health, ManipalCigna, etc.)
• Enter your policy number
• Enter your claim number (if applicable)
• Select complaint category: health insurance / life insurance / motor / other

Step 5: Describe Your Grievance

• Select the nature of the complaint (e.g., claim rejected, delay in settlement, partial payment)
• Describe your grievance clearly and concisely in the text box
• Mention the date of denial, the amount involved, and the specific policy clause that was invoked

Step 6: Upload Supporting Documents IGMS allows you to upload documents as PDF or JPEG. Upload:

• The claim denial letter from your insurer or TPA
• Your policy document or schedule
• Hospital discharge summary and medical records
• Bills and receipts
• Any prior correspondence with the insurer's GRO

Step 7: Submit and Note Your Reference Number After submission, IGMS assigns you a unique complaint reference number. Save this number — you will need it to track your complaint status and follow up.

What Happens After You File?

Once your IGMS complaint is registered:

1. IRDAI forwards the complaint to your insurer
2. The insurer must acknowledge your complaint and submit a response through IGMS
3. You can track the status of your complaint by logging in to IGMS with your reference number
4. If the insurer resolves the complaint, IGMS records the closure
5. If you are unsatisfied with the insurer's IGMS response, you can escalate to the Insurance Ombudsman

IRDAI reviews insurer performance on IGMS as part of its ongoing regulatory oversight. Insurers with high complaint ratios or slow resolution times face scrutiny and potential action.

IGMS Complaint Status Codes

When tracking your complaint, you may see statuses such as:

• Registered — complaint received and logged
• Forwarded to Insurer — IRDAI has notified your insurer
• Under Process — insurer is reviewing your complaint
• Resolved — insurer has submitted a resolution
• Closed — complaint marked closed (which may mean resolved or that you did not respond to the insurer's reply)

If you disagree with a "Resolved" or "Closed" status, you can reopen the complaint or escalate to the Ombudsman.

Alternative: BIMA BHAROSA Helpline

If you are unable to file online, call IRDAI's BIMA BHAROSA consumer helpline at 1800-4254-732 (toll-free, Monday to Saturday). A BIMA BHAROSA agent can register your complaint on your behalf and guide you through the IGMS process.

After IGMS: The Insurance Ombudsman

IGMS is a complaint management and monitoring tool. For a binding determination on whether your insurer must pay your claim, escalate to the Insurance Ombudsman after exhausting the IGMS process.

India has 17 regional Insurance Ombudsman offices. The Ombudsman:

• Hears disputes free of charge
• Can award up to ₹30 lakh in health insurance claims
• Issues binding decisions within 3 months
• Operates under the IRDAI Ombudsman Rules 2017 and the Insurance Act 1938

Your correct Ombudsman office is determined by the address registered on your policy. Visit the Council for Insurance Ombudsmen's website or call BIMA BHAROSA to identify your office.

Key Timelines to Know

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Whether you're drafting your internal GRO complaint, preparing your IGMS filing, or building your Insurance Ombudsman submission, ClaimBack helps you craft a professional, citation-backed appeal that references the precise IRDAI regulations and policy terms relevant to your denied claim.

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Related Reading

• How to Write an Insurance Appeal Letter
• What Is Medical Necessity?
• Insurance Ombudsman Guide