What is an Integrated Grievance Management System (IGMS)?

The Insurance Regulatory and Development Authority of India (IRDAI) has introduced the Integrated Grievance Management System (IGMS) in the year 2010. This is created to provide a central repository of industry-wide insurance grievance data. So, the IGMS is a grievance redress monitoring tool of the IRDAI. Read this post further to know about it in detail.

What is IGMS?

The IGMS is an online consumer complaints registration system created by the IRDAI. IGMS allows policyholders to register complaints online with their insurance company and track the progress of complaint resolution. The IRDAI will monitor the complaints and their progress in real-time through IGMS.

Benefits of IGMS

If you are unable to register the complaints with the grievance redress channel of the insurance company, IGMS provides a gateway to do the same. However, complaints are registered with insurance companies only if the IRDAI’s Consumer Affairs Department approves the same. The complaint registration process is as follows:

Step 1: Register yourself by entering your policy number, name of the insurer and contact details

Step 2: Register your complaint and view its status

Things to Know About IGMS

IGMS is a comprehensive solution that provides centralized and online access to the policyholder. The IRDAI has complete access and control to IGMS for monitoring market conduct issues based upon the policyholder’s grievances. IGMS does the following for you –

1. Classifies different complaint types based on predefined rules
2. Assigns, stores and tracks unique complaint IDs
3. Sends intimations to various stakeholders, if required, within the workflow
4. Sets Target Turnaround Times (TATs) and measures the actual TATs on all complaints
5. Sets up alerts for pending tasks nearing the stipulated TAT
6. Triggers activities automatically at the right time through rule-based workflows.

A complaint registered through IGMS will flow to the insurer’s system as well as the IRDAI repository. Updating the status will be mirrored in the IRDAI system.