Insurance plays a pivotal role in financial planning and protection in India. However, for numerous individuals, their interactions with insurance companies have been less than seamless. Instances abound where policyholders have encountered challenges, ranging from delays in claim settlement to encountering unfair terms and experiencing subpar customer service.
To tackle such issues that policyholders often confront with their insurance service providers, IRDAI (Insurance Regulatory Development Authority of India) launched the Bima Bharosa Portal in 2022. In addition to establishing a centralized database of insurance grievances across the industry, Bima Bharosa serves as a monitoring tool for the IRDAI to address and resolve grievances.
Origins & Objectives Of Bima Bharosa
Bima Bharosa emerged in response to the pressing need to address the insurance grievance faced by the vast population in India. Earlier launched in 2011 as IGMS (Integrated Grievance Redressal System), the portal is now renamed as ‘Bima Bharosa’. It establishes a centralized database for insurance grievance information spanning the entire industry.
Accessible via a web interface, the portal provides real-time accessibility from any location. Once a complaint is lodged, the portal generates a unique token number, facilitating the tracking of the grievance. The primary objective of the Bima Bharosa portal is to serve as a comprehensive and centralized platform for managing and addressing insurance-related grievances within the unorganized sector.
Key Features & Benefits Of Bima Bharosa
Here are some of the key features and benefits offered by the Bima Bharosa portal:
- Transparency & Accountability: Transparent communication and standardized processes contribute to increased transparency and accountability within the insurance industry.
- Efficient Communication Hub: The portal acts as a communication hub, facilitating efficient and transparent communication between policyholders, insurance companies, and regulatory authorities.
- Improved Grievance Resolution & Customer Experience: The portal contributes to quicker and more efficient resolution of insurance grievances, reducing delays and enhancing overall customer satisfaction. Policyholders also benefit from a user-friendly interface, real-time accessibility, and the ability to actively participate in the resolution of their grievances, leading to an improved overall customer experience.
- Empowerment Of Policyholders: Policyholders are empowered with a platform to register and track their grievances, fostering a sense of control and engagement in the resolution process.
- Technology Integration: Leveraging technology, the portal demonstrates a commitment to innovation and efficiency, aligning with broader technological trends in the insurance sector.
Ways To Register A Compliant In Bima Bharosa System
Registration of complaints in Bima Bharosa system can be done by any of the following means:
- Online Registration: You can directly register your complaint on the Bima Bharosa Portal at https://bimabharosa.irdai.gov.in/.
- Email Complaint Submission: Alternatively, you may send your complaint via email to complaints@irdai.gov.in.
- Toll-Free Helpline: Feel free to call the toll-free numbers: 155255 or 1800 4254 732 to register your complaint.
- Physical Communication: If you prefer submitting your complaint in physical form, you can send it to the following address:
General Manager:
Insurance Regulatory and Development Authority of India (IRDAI)
Policyholder’s Protection & Grievance Redressal Department Grievance Redressal Cell
Sy. No. 115/1, Financial District, Nanakramguda,
Gachibowli, Hyderabad – 500 032.
Note: Choose the option that suits you best, ensuring your grievance is communicated through the most convenient channel for you.
Role Of Technology In Bima Bharosa System
Here are some ways in which technology plays a role in the Bima Bharosa system:
- Centralized Database: Bima Bharosa serves as a centralized repository, aggregating insurance grievance data from across the industry. This centralization enables efficient data management and analysis.
- Token Generation: Upon complaint registration, the portal generates a unique token number for each grievance. This token serves as a reference for tracking the progress of the complaint.
- Complaint Tracking: Stakeholders, including policyholders and administrators, can track the status of their complaints using the assigned token numbers, facilitating transparency in the grievance resolution process.
- Defined TATs: The portal possesses the capability to allocate, store, and monitor distinctive complaint IDs. It additionally issues notifications to relevant stakeholders as needed throughout the workflow. The system incorporates predefined target Turnaround Times (TATs) and evaluates the actual TATs for all complaints. It establishes alerts for impending tasks approaching the specified turnaround time. Automated activities are triggered by the system at the appropriate juncture through rule-based workflows.
- Real-Time Accessibility: The portal is accessible through a user-friendly web interface in real-time, ensuring stakeholders can interact with the system promptly and conveniently from any location.
The Bottom Line
In conclusion, the origins and objectives of Bima Bharosa reflect a concerted effort by the government to address the financial insecurities faced by unorganized sector workers. Through this initiative, IRDAI aims to create a more inclusive, resilient, and formalized social security framework, contributing to the overall well-being of a significant segment of the population.
It reflects a commitment to building a more just and equitable society where economic vulnerabilities are mitigated through supportive government policies. It’s important to note that the specific technological features of Bima Bharosa may evolve over time, and any updates or changes should be verified through official sources or recent announcements from the relevant authorities.
