GRIEVANCE REDRESSAL
If something goes wrong
We would rather hear a complaint than lose your trust quietly. This page tells you exactly whom to contact, how long we will take, and where to go if we do not resolve it to your satisfaction.
Step 1 — Come to us first
Most issues are resolved fastest by telling us directly.
- Grievance Officer: Syed Ali Faizan Khadri
- Email: faizan@insurancepoint.co.in
- Phone: +91 94497 21782
- In person / by post: 171, S.C. Road, Nat Kalapa Circle, Jayanagar, Bengaluru – 560004, Karnataka
- Office hours: Monday to Friday, 9:30 AM – 6:30 PM. Saturday, 9:30 AM – 2:00 PM. Closed on Sundays and public holidays.
Please include your policy number or registration number, the date of the issue, and what outcome you are looking for. It helps us resolve it in one pass.
What we commit to
| Stage | Our timeline |
|---|---|
| Acknowledge your complaint | Within 3 working days |
| Resolve, or explain why we cannot | Within 14 days of receipt |
| Tell you how to escalate if you are not satisfied | With our final response |
We keep a written record of every complaint, what was done about it, and when it was closed.
Step 2 — Escalate to the insurer
If your complaint concerns the policy itself — underwriting, a claim decision, a servicing delay, or a refund — the insurer is the party who can decide it. Every insurer has a designated Grievance Redressal Officer, and their details appear in your policy document and on the insurer's website.
We will help you raise it. Being your intermediary does not mean we step out of the way when there is a problem — we will help you assemble the documents, put the complaint in the right words, and follow it up.
We cannot and do not decide claims. That decision belongs to the insurer under the terms of your policy. What we can do is make sure your case is properly presented and properly chased.
Step 3 — IRDAI Bima Bharosa
If the insurer has not resolved your complaint within 15 days, or you are not satisfied with their response, you can register the complaint with the Insurance Regulatory and Development Authority of India.
- Online: bimabharosa.irdai.gov.in
- Toll-free: 155255 or 1800 4254 732
- Email: complaints@irdai.gov.in
- Post: General Manager, Consumer Affairs Department – Grievance Redressal Cell, IRDAI, Sy. No. 115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad – 500032, Telangana
Step 4 — Insurance Ombudsman
If your complaint is still unresolved, you may approach the Insurance Ombudsman. The service is free, and you do not need a lawyer.
The Ombudsman can consider complaints about claim repudiation, premium disputes, policy terms, delays in settlement and misrepresentation, within the limits set by the Insurance Ombudsman Rules.
- Find your Ombudsman: cioins.co.in/Ombudsman
- Your office (Karnataka jurisdiction):
Office of the Insurance Ombudsman, Bengaluru
Jeevan Soudha Building, PID No. 57-27-N-19, Ground Floor,
19/19, 24th Main Road, JP Nagar, 1st Phase, Bengaluru – 560 078
Phone: 080 2665 2048 / 080 2665 2049
Email: oio.bengaluru@cioins.co.in
Ombudsman office details change from time to time. Verify the current address at cioins.co.in before sending anything by post. Details above confirmed 21 August 2026.
Approach the Ombudsman within one year of the insurer's final reply, and before taking the matter to any court or consumer forum on the same issue.
Data protection complaints
If your complaint concerns how we have handled your personal data, raise it with our Grievance Officer above. If you are not satisfied with our response, you may escalate to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. See our privacy policy for what data we hold and your rights over it.
A note on fraud
We will never ask you for an OTP, a password, or a payment to a personal bank account. Premium is always paid to the insurer through the insurer's own channel. If you receive a call or message asking for any of these in our name, do not act on it — call us on +91 94497 21782 and let us verify it.