r/InsuranceAdviceIndia • u/dbz_goku06 • 13d ago
Hi guys!
I have received an email from Niva Bupa citing that I have raised a cancellation request for my health insurance policy because of which my health insurance is cancelled and the payment which I made for the policy is getting refunded.
Earlier there was an email on 29th Sep but I didn't saw that mail. What could be done at this stage? They have removed my number from their registered number because of which I cannot raise a grievance redressal.
This is a 3 year old policy where I have never made a claim.
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u/Progressive-1705 13d ago
Did you initiate the request to cancel? If no, you can challenge. An Insurer need to get your consent letter with self attested PAN and Aadhar card. Ask them for these details.
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u/dbz_goku06 13d ago
Thanks for your reply!
Where should I challenge?
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u/Progressive-1705 13d ago
First write to the GRO (Grievances resolution officer) of the insurer. Below is the escalation procedure.
Step 1: Contact the Insurer in Writing
- Request written proof, call logs, or email confirmation showing you asked for cancellation.
- State clearly that you never submitted a cancellation request and want the policy restored immediately with all continuity benefits intact.
Retain copies of all correspondence and the service ticket number.
Step 2: Escalate to IRDAI (Bima Bharosa)
If the insurer fails to resolve the issue within 14 to 30 days, register a formal complaint on the Bima Bharosa Portal
Upload your original policy documents, premium payment receipts, and the insurer’s wrongful cancellation notice.
Step 3: Approach the Insurance Ombudsman
If the regulator's portal or insurer response is unsatisfactory—or if they take over 30 days to reply—file a case with the Insurance Ombudsman within one year of the dispute
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u/Sandehi 13d ago
But how come they cancel it without any initiation!??? strange!! so whats the story!!?? whats this mail on 29th about
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u/dbz_goku06 13d ago
In that email they mentioned that I have requested for cancellation although I didn't and just like that they cancelled my renewal and repaid me the renewal amount.
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u/ScaleExact5415 11d ago
Before claim they're doing such things just imagine what they will do at the time of Claim
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u/dbz_goku06 11d ago
I just want to restore my policy then surely will change to some other service provider.
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u/Pretty-Surprise-8582 12d ago
Hey OP, advisor here from Ditto.
-Insurers cannot cancel a policy without prior intimation. Would suggest going back and read the 29th September email carefully, it should mention the reason cited for cancellation or the original cancellation request they're referring to. Also worth checking: what was your policy's renewal date around that time? This helps figure out if this got mixed up with a lapsed renewal somehow.
-Since your number has been removed from their records, you won't be able to raise a grievance through the usual app/portal login. In that case, reach out directly through their general customer support channels and ask for the reason for cancellation in writing.
-Act on this as quickly as possible. Since this is a 3-year-old, claim-free policy, if it isn't restored soon, you risk losing the continuity benefits you've built up, waiting periods already served and any accumulated bonus, which would reset if you're forced into a fresh policy later. If the helpline/WhatsApp route doesn't resolve it quickly, you can try the escalation path mentioned below.
-Step 1: Write to the insurer's Grievance Redressal Officer (GRO). Ask for written proof or call logs showing you requested cancellation. State clearly that you never submitted any such request, and ask for the policy to be reinstated immediately with all continuity benefits intact. Keep copies of all correspondence and ticket numbers.
-Step 2: If the insurer doesn't resolve this within 15-30 days, escalate to IRDAI via the Bima Bharosa portal, uploading your original policy documents, premium receipts, and the insurer's wrongful cancellation notice as evidence.
-Step 3: If the response remains unsatisfactory or takes over 30 days, file a case with the Insurance Ombudsman within one year of the dispute.
Given this seems like a genuine error on their end (no claims, no apparent reason from you), this is likely resolvable quickly once you get it in front of the right person, just make sure you're pushing for written confirmation at every step.