Grievance redressal

The defined route for complaining, and for escalating when a complaint is not resolved.

The route has four steps: the intermediary, then the insurer, then the regulator through its complaints portal, then the Insurance Ombudsman.

The steps are ordinarily taken in order, but the Ombudsman’s precondition is a complaint to the insurer specifically. Nobody in the chain can prevent you moving to the next step.