Personal accident claim not showing on the insurer's portal

Who this guide is for

This guide is for you if you filed a personal accident claim and it is not visible in the insurer's portal, app, customer login or status tracker. Common situations:

• You submitted an accident claim and got an acknowledgement, but days later the portal still shows nothing against your policy.
• You filed a PMSBY accident claim through your bank branch, and neither the bank nor the insurer's portal shows it as registered.
• The portal shows your policy but says 'no claims found', even though you have an email or SMS confirming intimation.
• A family member is claiming after an accidental death or disability, and the claim they lodged does not appear under the policy online.
• You were given a claim or token number, but it returns 'invalid' or 'not found' when you check the status online.

What you can do this weekend

Friday evening

Fix the facts and find your proof first. The whole case turns on showing that you intimated the claim — so gather every scrap that proves you filed.

• Find your intimation proof: the claim acknowledgement, email, SMS, portal screenshot, branch or bank receipt, courier slip or call reference, with the exact date you filed.
• Note your policy number, the claim or token number you were given, the date of the accident, and the channel you used (app, website, branch, bank, agent or toll-free line).
• Keep the accident records together — FIR or police report, hospital and disability papers, post-mortem if any — so you are ready the moment the claim is traced.

Saturday

Put the missing claim on the record in writing. Email the insurer's claims team (and the bank branch, if your claim was filed through a scheme like PMSBY) and ask them to confirm registration and share the claim status. Use the template below; stay calm and factual.

• Quote your policy number, the date of the accident, the date you intimated, and any claim or token number you were given.
• State clearly that the claim is not visible on the portal/app, and ask them to confirm whether it is registered and under what claim number.
• Ask them to acknowledge your email with a reference number and to tell you the current status and any pending document.

Sunday

Pull your file together and plan the escalation. Read your policy on how to intimate and pursue an accident claim, and get ready to move up the chain if Monday's reply is vague.

• Save every message, call log and screenshot in one folder, with dates, so your timeline is clean and complete.
• Note the insurer's Grievance Redressal Officer contact from your policy document and the insurer's website, ready to escalate.
• Plan Monday: send the confirm-registration email, call the branch or toll-free line for a reference, and diarise when you will escalate to the GRO and then Bima Bharosa if nothing moves.

Documents and evidence checklist

Step-by-step action plan

1. Find and date your proof of intimation. Locate the acknowledgement, email, SMS, branch or bank receipt, screenshot or call reference that proves you filed the claim, and note the date. Also note your policy number, any claim or token number, the date of the accident, and the channel you used. This proof, not the portal, is what fixes that you intimated the claim.
2. Do not refile blindly or change details. Resist the urge to submit a fresh claim just because nothing shows online. A duplicate can create two part-filled claims and confusion. First get the existing one traced. If you must file again because no record exists at all, do it in writing, reference your earlier intimation date, and keep both acknowledgements.
3. Ask the insurer to confirm registration in writing. Email the insurer's claims team quoting your policy number, the accident date and the date you intimated, and ask them to confirm whether the claim is registered, give you the claim number, and state its status. Ask them to acknowledge with a reference number. Use the template below so nothing is left vague.
4. Check the bank or branch if a scheme was used. For a scheme like PMSBY, the claim is usually filed through your bank branch, which forwards it to the insurer. If it is not showing, ask the branch in writing whether and when they forwarded your claim-cum-discharge form to the insurer, and get that confirmation, because the gap is often at this hand-off.
5. Follow up and keep the whole trail. If you get no clear answer, follow up in writing every few days and save every reply, call log and screenshot. A clean dated trail of your follow-ups and their silence is exactly what later levels need, so keep it all in one folder with your timeline.
6. Escalate to the Grievance Redressal Officer. If the claims team still cannot confirm your claim, write to the insurer's Grievance Redressal Officer, named in your policy and on the insurer's website. State that the claim is not registered or not visible despite your intimation, attach your proof and timeline, and ask for written confirmation of the claim number and status.
7. Register a complaint on IRDAI Bima Bharosa. If the insurer does not resolve it in a reasonable time, register your grievance on IRDAI's Bima Bharosa portal. You get a token to track it and the insurer's response is mirrored there. Keep that token with your file; it adds real pressure to register your claim and answer you.
8. Use RTI only if a public body holds your record. If a public-sector general insurer, LIC, a PSU bank that should have forwarded your PMSBY claim, or ESIC is involved, file an RTI with its Public Information Officer asking whether and when your claim was registered or forwarded, and the file notings. This proves the gap; it does not by itself pay you.
9. Approach the Ombudsman or a consumer forum. If the claim is still lost and the insurer ignores you, take it to the Insurance Ombudsman through cioins.co.in within the time limit in the Ombudsman Rules, which is free for policyholders. For deficiency of service, you can also file before a consumer commission on e-Daakhil at edaakhil.nic.in.

Escalation ladder

Copy-paste complaint template

Adapt the bracketed parts. Keep a copy of everything you send.

To: The Claims Team / Grievance Redressal Officer
[Insurance company name] (copy to bank branch [branch name] and agent/broker [name], if any)

Subject: My personal accident claim is not visible on your portal/app — request to confirm registration, claim number and status under policy no. [policy number]

Dear Sir / Madam,

I am the policyholder/insured (or nominee/claimant) under the above policy. I intimated a personal accident claim, but it does not appear on your portal/app and I am unable to verify its status online.

Claim details:
- Policy / certificate number: [policy number]
- Scheme (if any): [e.g. standalone accident policy / rider / PMSBY through bank]
- Date of accident: [date]
- Date I intimated the claim: [date], by [app / website / branch / bank / agent / toll-free], reference [reference if any]
- Claim / token number given to me (if any): [number]
- Nature of claim: [accidental injury / disability / death]
- Insured person: [name]

Despite my intimation and follow-ups on [dates], the claim is not showing as registered on your portal/app, and the status check returns no record / an invalid reference. I have not refiled, to avoid creating a duplicate.

I request you to:
1) Confirm in writing whether my claim is registered, and under which claim number.
2) Tell me the current status and any document still pending from me.
3) If it was to be forwarded by my bank branch under a scheme, confirm whether and when it was received by you.
4) Acknowledge this email with a reference number.

I am attaching my proof of intimation, the policy/enrolment details, the accident and medical/police records, and a short dated timeline of my intimation and follow-ups.

If my claim cannot be confirmed as registered within a reasonable time, I will be constrained to escalate to your Grievance Redressal Officer, IRDAI's Bima Bharosa portal, the Insurance Ombudsman, and, if necessary, the Consumer Disputes Redressal Commission.

Thank you.

Name: [your name]
Policy number: [policy number]
Claim/token number (if any): [number]
Mobile: [number]
Email: [email]
Date: [date]

When RTI can help

RTI is useful here only in a narrow situation — when a public authority holds part of your record — and even then it is an evidence and pressure tool, not a way to force a payout. The real openings are:

• A PSU bank that was meant to forward your claim. Accident cover under the bank-linked PMSBY scheme is claimed through your bank branch, which forwards the claim to the insurer. If that bank is a public-sector bank, it is a public authority, and you can file an RTI asking whether and on what date your claim-cum-discharge form was forwarded to the insurer, and the related notings. This is often where a 'missing' claim is actually stuck.
• A public-sector (government) general insurer or LIC. The government-owned general insurers and LIC are public authorities. If your accident policy or rider is with one of them, you can file an RTI for your own claim asking whether and when the claim was registered, the claim number allotted, and the claim-file notings — which is exactly what proves it was or was not entered in their system.
• ESIC, for an employment accident. If your accident is being claimed as an employment injury or disablement benefit, ESIC is a public authority, and RTI can ask for the status and registration of your claim with the local office.

These answers carry real weight at the Grievance Redressal Officer, the Insurance Ombudsman or a consumer commission, because they show, in the public body's own records, exactly where your claim went missing.

When RTI will not help

For the most common situation — a private insurer's portal or app not showing your claim — RTI does not apply, because a private insurer is not a public authority under the RTI Act. You cannot RTI a private insurer for your claim file, and RTI will never compel anyone to register or pay your claim. It is also not much use to RTI the regulator IRDAI for your case: IRDAI is a public authority, but it does not hold your individual claim record.

For a private accident-insurance problem, use the insurance grievance chain instead: a written request to the insurer's claims team to confirm registration and status, then the insurer's Grievance Redressal Officer, then IRDAI's Bima Bharosa portal (bimabharosa.irdai.gov.in), and then the Insurance Ombudsman (cioins.co.in), which is free for policyholders. Because insurance is a paid service, a clear case of deficiency or a lost claim can also go to the Consumer Disputes Redressal Commission via e-Daakhil (edaakhil.nic.in), or be logged with the National Consumer Helpline (consumerhelpline.gov.in). CPGRAMS (pgportal.gov.in) is for government departments and public-sector bodies — it fits a PSU bank or a public-sector insurer, not a purely private one.

Common mistakes to avoid

• Trusting the portal over your paperwork — the app is only a display screen; your proof of intimation is what legally fixes that you filed, so guard it.
• Refiling a fresh claim the moment nothing shows online, creating two part-filled claims and confusion instead of getting the first one traced.
• Chasing only by phone and never in writing, so you have no proof that you asked the insurer to confirm registration and they stayed silent.
• Forgetting the bank hand-off in a scheme claim like PMSBY — if the branch never forwarded your form, the insurer's portal will rightly show nothing.
• Filing an RTI against a private insurer, which is outside the RTI Act; use the insurance grievance chain, and save RTI for a PSU bank, a public-sector insurer, LIC or ESIC.
• Letting the escalation clock run out — the Insurance Ombudsman has time limits, so diarise dates and escalate in writing rather than waiting on promises.

FAQs

My accident claim is not on the portal — does that mean it was rejected?

No. Not showing on the portal is not the same as rejected. It usually means the claim is not registered yet, is registered under a different number, is stuck at a bank or branch that should have forwarded it, or is simply not syncing to the app. Your proof of intimation is what counts. Ask the insurer in writing to confirm whether the claim is registered and under what number.

What should I do first if my claim does not appear online?

Find your proof that you filed — the acknowledgement, email, SMS, branch receipt, screenshot or call reference, with the date. Then email the insurer (and the bank branch, for a scheme like PMSBY) asking them to confirm whether the claim is registered, give you the claim number, and state the status. Ask them to acknowledge with a reference. Do not refile blindly, or you may create a confusing duplicate.

Should I just file the claim again to be safe?

Be careful. Refiling can create two part-filled claims and slow everything down. First get the existing claim traced and confirmed. If the insurer genuinely has no record at all, then file again in writing, refer to your earlier intimation date, and keep both acknowledgements. Never quietly change the accident date or details between filings, as mismatches can hurt the claim later.

I filed a PMSBY claim through my bank but nothing shows — what now?

Under PMSBY, the accident claim is given to your bank branch, which forwards it to the insurer. If nothing shows, the gap is often at that hand-off. Ask the branch in writing whether and when they forwarded your claim-cum-discharge form to the insurer, and get that in writing. If the bank is a public-sector bank, RTI can also confirm whether and when your claim was forwarded.

Can RTI force the insurer to register or pay my claim?

No. RTI never compels registration or payment, and against a private insurer it does not even apply. RTI only gives you information, and only from a public authority. To get your claim registered, use the insurer's claims team and Grievance Redressal Officer, IRDAI's Bima Bharosa portal, the Insurance Ombudsman, and, if needed, a consumer commission via e-Daakhil.

When does RTI actually help with a missing accident claim?

Only when a public body holds part of your record. If a PSU bank was meant to forward your PMSBY claim, or a public-sector general insurer, LIC or ESIC is involved, you can file an RTI asking whether and when your claim was registered or forwarded, the claim number, and the file notings. That proves where the claim went missing, which strengthens your complaint at the Ombudsman or a consumer forum.

How long should the insurer take to confirm registration?

There are timelines for acknowledging and processing claims under IRDAI's policyholder-protection rules, but they are revised from time to time, so check the current limits on the official portal rather than an old figure. What matters for you is to record your request in writing, follow up, and escalate up the grievance chain if the insurer keeps you waiting without a clear answer.

Which documents should I keep ready?

Keep your proof of intimation, the policy or PMSBY enrolment details, any claim or token number, the FIR or police report where relevant, the hospital, disability or death records, the bank passbook page, all correspondence with the insurer and bank, and a short dated timeline. These are needed at every escalation level and before the Ombudsman or a consumer commission.

Clear next steps

• Find your proof of intimation and note the policy number, any claim or token number, the accident date and the channel you used to file.
• Do not refile blindly — get the existing claim traced first, and keep every acknowledgement together.
• Email the insurer (and the bank branch, for a PMSBY claim) asking them to confirm registration, the claim number and the status, and to acknowledge with a reference.
• Save every reply, call log and screenshot in one folder, and note the insurer's Grievance Redressal Officer contact.
• If nothing moves, plan your Bima Bharosa complaint, and use RTI only if a PSU bank, a public-sector insurer, LIC or ESIC holds your record.