India’s leading insurance grievance redressal platform, Insurance Samadhan, has released its Q2 2025 Trends Report, which revealed a 45% increase in complaints registered through its platform. The report analysed 4,004 cases involving claims totalling INR 75.4 crore, which suggests more customers are turning to grievance redressal platforms to seek justice. The number of disputes filed on the platform increased from 684 in Q1 to 974 in Q2, while the value of contested claims rose from INR 83.5 crore to over INR 119.5 crore, showing a growth of 43.10%.
On a YoY basis, the company received 11.2% more complaints on mis-selling compared to Q2 2024, and the value of disputed claims rose by nearly 10%. Health insurance had the largest share of grievances at 67.5% of cases, followed by life insurance at 25.5% and general insurance at 6.9%. Endowment policies were identified as the most mis-sold product category, which exposed policyholders to penalties, reduced returns, and capital erosion. The 31 to 40 years age group was the most active in seeking redressal, while Uttar Pradesh had the highest share of grievances at 16%. These findings reveal consumer vulnerabilities but also show how tools like the Polifyx app are empowering policyholders to check their policy through the ‘Know Your Policy’ feature, flag mis-selling, and file complaints quickly.
Looking at the growing confidence of policyholders, Shilpa Arora, Co-founder & COO, Insurance Samadhan said, “It shows that policyholders, especially the younger generations, are willing to stand up for their rights, knowing there is a platform like Polifyx to rely on. This motivates us to work harder to protect consumer interest and restore faith in the USD 145.80 billion insurance industry.”
This insight comes at a time when instances of mis-selling are on the rise due to the lure of commissions and pressure on agents to sell insurance products to meet their targets. In 2022-23, 20% of all complaints IRDAI received against life insurers were about mis-selling. Of these, half of the complaints against private insurers involved unfair business practices, such as deceptive sales tactics. This industry-wide trend has amplified the need for platforms like Bima Bharosha and the Polifyx app to safeguard policyholders’ interests. Through its Q2 2025 report, the grievance redressal platform seeks to raise awareness about the role of digital tools in resolving complaints and simplifying insurance policies.
About Insurance Samadhan
Insurance Samadhan is India’s leading insurance grievance redressal platform dedicated to protecting policyholders’ rights and enhancing transparency in the insurance sector. Since its inception in 2019, Insurance Samadhan has successfully resolved over 20,000 customer grievances and recovered claims for customers worth more than INR 220 crore. The company leverages innovative solutions like its Polifyx app to simplify and accelerate grievance filing and resolution, especially for non-tech-savvy users. Insurance Samadhan acts as a trusted advocate for policyholders, promoting fair practices and timely claim settlements in the Indian insurance industry while supporting India’s goal of ‘Insurance for All by 2047.’
Muskaan Kapoor
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