Formal grievance
Contact APS directly, approach the insurer when the complaint concerns its decision, or use the official IRDAI escalation routes.
You can use these public routes without creating an APS website account.
Public grievance intake
You do not need an APS account or linked policy to submit. We issue an APS receipt reference; insurer decisions and statutory timelines remain separate.
Complaint and escalation
Broker assistance, insurer decisions and IRDAI escalation are distinct steps. Keep a copy of what you send and any acknowledgement you receive.
Explain the issue and the outcome you are seeking. Include your name, a reply contact, the insurer and a policy, claim or request reference if you have one. APS public support can route the concern to the appropriate team.
For an insurer decision or policy matter, send your written complaint to the insurer's Grievance Redressal Officer (GRO). Keep your complaint and its acknowledgement. The official directory lists insurer GRO contacts.
Find insurer GRO detailsIf the concern remains unresolved or you are dissatisfied with the response, use IRDAI's Bima Bharosa portal to register or track a complaint. The portal provides a token after successful registration.
Open Bima BharosaYou may also review the Insurance Ombudsman process. Eligibility and jurisdiction depend on the applicable rules and your complaint; check the official Council for Insurance Ombudsmen guidance.
View Ombudsman informationBefore you write
Share only information needed to identify the issue and respond to you.
State the product or service, relevant dates and the response or action you are asking for.
Include insurer, policy or claim number and any earlier complaint reference, if available.
Save your complaint, attachments, acknowledgement and replies so you can refer to them during escalation.
Stay alert
IRDAI warns complainants not to pay anyone or scan a QR code to receive a claim or grievance settlement. Use only the official bimabharosa.irdai.gov.in site.
More help
Renewal, claim assistance and policy corrections have separate guidance.
