Verified: 27 July 2026 04:30 am IST
Industry: Insurance Broker / Aggregator
Jurisdiction: India
Primary Regulator: Insurance Regulatory and Development Authority of India (IRDAI)
Important Safety Warning: Beware of the “Fake Policy Cancellation Scam.” Scammers frequently buy ads on Google displaying fake Policybazaar customer service helplines. This is a scam. Policybazaar staff will never ask you to download a screen-sharing app (like AnyDesk), ask for your UPI PIN to process a “refund,” or charge a fee to escalate a claim dispute.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint via the “My Account” section on the Policybazaar App or website. This generates a mandatory “Ticket ID.” You can also email the central service desk at care@policybazaar.com. For existing policy service and complaints, call their dedicated toll-free service line at 1800-258-5970 (Do not call the 1800-208-8787 sales line, as they cannot process technical grievances). You can also use their official WhatsApp support at +91-8506013131.
Availability: Phone and WhatsApp support operate Monday to Saturday, 10:00 AM to 7:00 PM IST.
Timeline: You must wait exactly 2 days for the Level 1 team to resolve the ticket.
Level 2: Internal Escalation (Head of Customer Services)
Who to contact: If your Ticket ID remains unresolved after 2 days, or the resolution is unsatisfactory, you must escalate to the Head of Customer Services (HCS). You do this by logging into the “Open Tickets” portal on Policybazaar’s “Contact Us” page and clicking “Escalate to HCS”.
Timeline: The HCS has 5 days to investigate the mis-selling or service failure and provide a resolution.
Level 3: Final Internal Escalation (Chief Grievance Officer & CEO)
Who to contact: Policybazaar has a strict 3-tier internal corporate escalation path. If 5 days have passed since you escalated to the HCS and you are still unhappy, log back into the portal and escalate to the Chief Grievance Officer (CGO). If the CGO fails to resolve the issue within 3 days, you unlock the final internal step: escalating directly to the CEO’s Desk via the same portal.
Level 4: Administrative Mediation (IRDAI Bima Bharosa & Insurance Ombudsman)
Authority: If Policybazaar’s CEO desk rejects your complaint, or the company fails to refund a canceled premium, you have exhausted internal remedies. Because brokers are heavily regulated by the IRDAI, you can drag Policybazaar (not just the insurer) to the regulator.
Portal/Contact: You can escalate administrative delays or broker fraud to the IRDAI via the Bima Bharosa portal (bimabharosa.irdai.gov.in). If your dispute involves financial loss due to a Policybazaar agent blatantly mis-selling a policy or hiding terms, register a quasi-judicial case against the broker on the Council for Insurance Ombudsmen portal at cioins.co.in.
Level 5: Legal Action (Final Step)
Pre-Litigation: If the Ombudsman mediation fails, you can use the National Consumer Helpline (NCH) at 1915 for pre-litigation counseling.
Court/Arbitration: If all administrative avenues fail, you must prepare for formal litigation under the Consumer Protection Act, 2019. You can file a formal complaint for “Deficiency of Service” or “Unfair Trade Practices” against the broker with the appropriate District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Was a policy mis-sold to you by a Policybazaar agent, or is your refund stuck in processing? Reply below (do not share your passwords, policy documents, or full policy numbers), and our community will point you to the right resources!