The Insurer Is Delaying My Claim — What To Do

IRDAI regulations require insurers to settle or reject a life insurance claim within 30 days from the date of receiving all documents. If they require an investigation, the limit extends to 90 days. Anything beyond this makes the insurer liable to pay interest.

Step 1 — Confirm you have submitted all required documents

Before escalating, verify you have provided: the original policy bond, death certificate (registered), claimant statement, ID/address proof of nominee, medical records (if applicable), FIR/inquest report (for accidental death).

Step 2 — Get the reason in writing

Call or email the insurer and ask for a written update on the status. If they cite a "pending investigation," ask for the specific reason and expected timeline in writing.

Step 3 — Escalate to the Grievance Redressal Officer (GRO)

Every insurer has a GRO. Write a formal complaint referencing the claim number, date of submission, and the delay. The GRO must respond within 15 days.

Step 4 — File on IGMS (Bima Bharosa)

If the GRO does not resolve your complaint within 15 days, file on Bima Bharosa (IGMS) — the IRDAI complaint portal at bimabharosa.irdai.gov.in. IRDAI will act on your behalf.

Step 5 — Approach the Insurance Ombudsman

For claims up to ₹50 lakh, the Insurance Ombudsman is free, fast, and binding on the insurer. File at cioins.co.in. The ombudsman typically resolves cases within 3 months.

Interest on delayed claims

Under IRDAI regulations, if the insurer fails to settle a valid claim within the prescribed period, they must pay an interest of 2% above the bank rate on the delayed amount from the due date.