Integrated Grievance Management

System

CUSTOMER LOGIN
What is IGMS ?

▪ The Integrated Grievance

Management
System(IGMS)facilitates online
registration of policyholders’
complaints and helps track
their status.
Objective of Integrated Grievance Management System

To provide a gateway to policyholders to register and track their

grievances with Insurers with a facility to escalate to IRDA

To provide IRDA with a tool to monitor the effectiveness of the grievance

redressal system of insurers

To facilitate IRDA with access to monitor and track details of all

grievances lodged with all Insurers, along with their disposal status
Mirroring the complaints database of the Insurers through the IRDA
portal
▪ Policy Holder can use the self service by lodging his complaint in the IGMS site :
– www.igms.irda.gov.in

▪ Policy Holder can make an Inbound Call to the Insurance Company ( IDBI Federal) Call Center
through a Toll free number - 1800 102 5005

▪ Policy Holder can send an email to the Insurance Company (IDBI Federal) with the details of his /
her complaint –email id : support@idbifederal.com or grievance@idbifederal.com

▪ Policy Holder can write to the Insurance Company (IDBI Federal ) via courtier or post –
IDBI FEDERAL Address :
– IDBI Federal Life Insurance Company Ltd
– Customer Service Department
– Trade View , Oasis Complex , Kamala City ,PB Marg
– Lower Parel (W) Mumbai – 400013 ,India

▪ 4. Policy Holder can walk in to any of the nearest branch of the Insurance Company ( IDBI
Federal) Branch / IDBI Bank Branch and Federal Bank Branch
On line Complaint Registration by Policy Holder
through IGMS (www.igms.irda.gov.in)
How can a customer use IGMS to lodge his/her ?

A policyholder can make optimum use

of this system by updating :
1. Accurate information about the complaint
2. Policy number
3. Name of the insurer(Insurance Company)
4. Contact details of the Policy Holder.
Complaint Registration Process
(Policy Holder) Login by client through IGMS

Policy
holders have
to register
them selves
on the IRDA
site in order
to file a
complaint
against their
respective
Insurance
Companies.
Complaint Registration Process
(Policy Holder) Login by client through IGMS
Complaint Registration Process
(Policy Holder) Login by client through IGMS

Policy
holders have
to register
them selves
on the IRDA
site
Complaint Registration Process
(Policy Holder) Login by client through IGMS

1. The
complainant
has to select
the option
Registration
against
Entity to file
a complaint
2. View /Edit
complaint
tab can be
used when
complaint
has already
lodged in
the IGMS
website
Complaint Registration Process
(Policy Holder) Login by client through IGMS .

The
Complaint Against
Insurer complainant
has to select
Complaint
against :
Insurer
Complaint Registration Process
(Policy Holder) Login by client through IGMS

The
complainant
has to select
Insurance
To select Company
Insurance
company name Name :
IDBI Federal
Complaint Registration Process
(Policy Holder) Login by client through IGMS

The
complainant
has to fill up
all the
mandatory
fields
Complaint Registration Process
(Policy Holder) Login by client through IGMS

Once the
registration
process is
completed
the
complaint
can be
viewed at
both IGMS
site and
C2S2
Investigation process by the Insurance
Company
▪ Once complaint is registered by the policy holder in the IGMS portal , a token number is generated by the
system .

▪ Subsequently , the status of the complaint can be viewed by the policy holder with the respective token
number.

▪ Insurance Company proceeds with the complaint investigation to provide a resolution.

▪ Policy Holder to send a complaint letter duly signed to the Insurance Company via post/courier

▪ During the process of the complaint investigation by the Insurance Company a letter is sent to the client on
the 3rd day intimating the status of the compliant to the Policy Holder

▪ If the investigation is under process and is taking more time, then Insurance Company would intimate the
client via letter on the 7th day .

▪ Once the investigation process is completed , Insurance Company informs the policy Holder with the
resolution to the grievance raised.

▪ Policy Holder can view his / her complaint status real time on IGMS site.

▪ Within 15 days Insurance Company will update the complaint status to the client via Email , Letter or Phone
call.
For any assistance, please contact support@idbifederal.com