More and more policyholders are bypassing official grievance channels, turning instead to private platforms that promise faster, simpler resolutions. Distrust is growing in formal systems like the Insurance Regulatory and Development Authority of India's (IRDAI) Bima Bharosa portal and the Insurance Ombudsman, which many find confusing and slow.

“There exists a clear gap in the insurance journey—most policyholders struggle to understand their policy documents, present their cases effectively, or even know their rights. While platforms like Bima Bharosa and the Insurance Ombudsman exist, they require a certain process to be followed," said Shilpa Arora, Co-Founder and COO at Insurance Samadhan.

"In reality, most policyholders are not even aware of these channels. Many only reach the ins

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