What to do if you have an issue with the claim settlement?

The company can take a maximum of 90 days in some cases where there is a delay.

1. Write a Complaint Letter

Write a complaint letter to the manager of your Insurance company. You can either hand over the letter by visiting the branch office or send it through post.

Here’s a sample letter you can use-

{Date}

{Name of Insurance Claimant}

{Email Id}

{Phone Number}

 

To

Branch Manager

{Insurance Company’s Name}

{Branch Name and Address}

 

Subject: Issue Related to Insurance Policy Claim

Dear _______,

I am writing to you regarding my life insurance policy with your company. The details of my policy are as follows-

  1. Policy Number
  2. Name of Assured
  3. Name of Claimant
  4. Time, Place, Date and Cause of Death

I am dissatisfied with the claim settlement offered by the company because: (write down was was wrongful and the issue with the settlement)

Kindly find attached to this letter a copy of the insurance policy, claim intimation form, ID proof and all other supporting documents as submitted to the insurance company.

I kindly request you to look into the matter and offer a suitable resolution at the earliest.

Sincerely,

{Your name}

{Your signature or thumb print}

What to do if even after giving the complaint letter the insurance company does not address your issue?

2. Go to an Insurance Ombudsman

An Insurance Ombudsman is a third party who can help solve your issues. Go to them after 60 days of submitting your Claim Intimation.

Contact details for some Insurance Ombudsmen can be found in this link. Find one in your area.

If your issue still remains unresolved, try the next option-

If your issue is not resolved at the Ombudsman stage, you can contact the IRDAI.

3. Contact the IRDAI

Register a complaint with the IRDAI. You can do this in two ways-

 Call on their toll free number: 155255 (or) 1800 4254 732 

OR

Register complaint on CPGRAMS portal

To register a complaint using the CPGRAMS portal follow the given steps-

  1. Sign up on CPGRAM portal as a new user.

  2. You will receive a link in your email.

  3. Open the link and you will be redirected to your account

  4. Lodge a complaint related to Insurance and track the status of action taken on the complaint via this portal

You can write to IRDAI in two more ways as an alternative to the above method-

Send an Email

Send an email to [email protected].

In the email, include:

  • Policy Number

 

  • Name of Insured

 

  • Details of the claim (Date of death, place, etc)

 

  • Mention what your issue with the Insurance Company is.

 

  • Name and Identity Proof of the person making the claim.

 

Send a Grievance Letter to the GM

Instead of an email, you can send a grievance letter with the same information to the General Manager of IRDAI.

Send it to this address:

General Manager

Consumer Affairs Department- Grievance Redressal Cell

Insurance Regulatory and Development Authority of India(IRDAI)

Sy.No.115/1, Financial District, Nanakramguda,

Gachibowli, Hyderabad-500032

You can use this model reference letter for your ease-

 

{Date}

{Name of Insurance Claimant}

{Email Id}

{Phone Number}

 

To

The General Manager

Consumer Affairs Department- Grievance Redressal Cell

Insurance Regulatory and Development Authority of India(IRDAI)

Sy.No.115/1, Financial District, Nanakramguda,

Gachibowli, Hyderabad-500032

 

Subject: Issue Related to (Name of Policy) Insurance Policy Claim

Dear Grievance Specialist,

I am writing to you to file a grievance with (Name of the Insurance Company). I have issued a claim intimation for my insurance policy. However, I believed the sum assured provided by the insurance company has not been issued in a satisfactory manner. I am submitting this letter as an Emergency Grievance because I do not agree with the decision in my case.

Please find below the details of my insurance policy-

  1. Policy Number
  2. Name of Insured
  3. Date of Incident
  4. Cause of Incident
  5. Place of Incident
  6. Name and Identity Proof of the Claimant
  7. Explanation of claim related issue in detail

Please find attached to this letter identity proof  and a copy of the policy document, FIR Report, Claim intimation form as submitted to the insurance company.

I kindly request you to look into the matter and provide a resolution.

Sincerely,

{Your name}

{Your signature or thumb print}

Along with the letter, don’t forget to fill and send complaint registration form:

You can track the status of your complaint through IRDAI’s Integrated Grievance Management System with this link- igms.irda.gov.in

Points to remember:

Points to remember:

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    The insurance company must settle your claim within 30 days. There can be a delay of a maximum of 90 days

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    If the company takes longer than this to settle your claim or if you are not satisfied with how much money they pay, you can take some actions.

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    You can reach out to an Insurance Ombudsman to help you out in case you feel cornered by the company.

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    If nothing works, IRDAI is an government regulated body that ensures your grievance finds the right resolution. Contact them using the steps given in this chapter.

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