Care Health Insurance complaint escalation: step-by-step

Last checked: 29 October 2026

For Care Health Insurance (formerly Religare Health Insurance) policyholders in India with a rejected, part-paid or delayed claim, a cashless denial, or a complaint with no reply

Complain to Care Health on 1800 102 4488 or customerfirst@careinsurance.com, then escalate to resolve1@careinsurance.com, where Care says complaints are resolved within 14 days, and to its GRO at GRO@careinsurance.com. Still unresolved? Go to IRDAI's Bima Bharosa (155255), then the Insurance Ombudsman: free, claims up to ₹50 lakh, within one year.

Care Health escalation ladder: who to contact and by when

1. Care Health customer care (Care calls this Escalation Level 1)

   Official contact

   Toll-free 1800 102 4488. Senior citizens: call the same number and press 5. Email customerfirst@careinsurance.com. WhatsApp 8860402452. Care's mobile app, or any Care Health branch. Customer service address: Care Health Insurance Limited, Vipul Tech Square, Tower C, 3rd Floor, Golf Course Road, Sector-43, Gurugram - 122009. (Source: Care Health grievance page.)

   Deadline

   Care's Service Parameters: complaints acknowledged immediately; decision within 14 days (IRDAI circular: resolution within 14 days).

2. Care Health Grievance Redressal Team (Escalation Level 2)

   Official contact

   Online: Care raise-a-complaint form. Email resolve1@careinsurance.com. Letter to Care Health Insurance Limited, Vipul Tech Square, Tower C, 3rd Floor, Golf Course Road, Sector-43, Gurugram - 122009. Quote the complaint number from Level 1.

   Deadline

   Care's grievance page: "Expected Resolution Time: Within 14 days".

3. Care Health Grievance Redressal Officer (GRO) (Escalation Level 3): send the letter template below

   Official contact

   Email on Care's page: GRO@careinsurance.com. Letter to the Grievance Redressal Officer, Care Health Insurance Limited, Vipul Tech Square, Tower C, 3rd Floor, Golf Course Road, Sector-43, Gurugram - 122009. The CIO list of GROs names Mr. Anoop Singh as GRO and lists both gro@careinsurance.com and chilegal@careinsurance.com. IRDAI GRO list: gro@careinsurance.com, phone 18001024488 / 18001026655.

   Deadline

   Care's Service Parameters: if your complaint is not resolved, Care must tell you your options, including the Insurance Ombudsman or consumer court, within 14 days of first receiving it.

4. IRDAI Grievance Cell through Bima Bharosa

   Official contact

   Online: https://bimabharosa.irdai.gov.in/. Toll-free 155255 or 1800 4254 732. Email: complaints@irdai.gov.in. By post: Insurance Regulatory and Development Authority of India, Consumer Affairs Department - Grievance Redressal Cell, Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad - 500 032.

   Deadline

   Bima Bharosa's process page says that if the complaint is not attended to within 15 days of registration, or the insurer's resolution is not satisfactory, you may approach the Insurance Ombudsman.

5. Insurance Ombudsman for your area

   Official contact

   Online: https://cioins.co.in/Complaint/Online. Or by email or signed letter to the office covering your area: see our Ombudsman offices by state page or the official list.

   Deadline

   File within one year of Care's rejection or reply you are unhappy with, or of one month passing after your written complaint with no reply (CIO FAQ). Care's Service Parameters say you may go to the Ombudsman if your complaint is not resolved within 30 days. Claims up to ₹50 lakh. Award within three months of the Ombudsman receiving all your requirements.

Care Health time limits at a glance

Common problems and what to do

Cashless denied or delayed at the hospital

Care's claim centre says you show your e-card, pre-authorisation form and a government ID at the hospital's insurance desk, which sends them to Care. For an emergency admission, intimate Care within 24 hours. For a planned admission, seek cashless authorisation at least 48 hours before. Cashless works only at Care network hospitals.

Time limits: IRDAI's health circular says the insurer must decide a cashless request immediately, and within one hour at most. Final discharge authorisation is due within three hours of the hospital's request. Care's Service Parameters list 1 hour for acceptance of cashless claims. Care's claim centre also says it will contact you within 6 hours of a cashless intimation. Care itself says a cashless refusal is not a denial of treatment: you can get treated, pay, and claim reimbursement. Get the refusal in writing from the hospital desk, with its time stamp.

Claim rejected

IRDAI's health circular says no claim can be repudiated without the approval of the insurer's Product Management Committee or its Claims Review Committee. The rejection letter must give full details, with reference to the specific policy terms. IRDAI's Protection of Policyholders' Interests circular says no claim can be rejected or closed for want of documents or for late intimation. After 60 months of continuous coverage, a claim cannot be contested for non-disclosure or misrepresentation, except for established fraud. If Care rejected your claim only for a missing document or late intimation, quote this in your letter to the GRO.

Claim part-paid (deductions)

Care's claim centre lists common reasons for deductions: non-medical items, missing bills or prescriptions, sum insured used up, sub-limits, co-payment, caps on a treatment, and missing original reports. IRDAI's circular says that where a claim is partly disallowed, the insurer must give details with reference to the specific policy terms. Ask Care in writing for the clause behind each deduction and compare it with your policy schedule.

No reply from Care Health

Care's Service Parameters promise an immediate acknowledgement and a decision within 14 days. If 14 days pass, escalate to the GRO and to IRDAI's Bima Bharosa. Once one month has passed since your written complaint with no reply, you can go to the Insurance Ombudsman (CIO FAQ). Keep every complaint number and email.

Reimbursement claim is slow

Care's claim centre says you will hear from Care within 7 days of registering a reimbursement claim, and its Service Parameters list 15 days to settle claims other than cashless. Register online on Care's self-help portal or app with the discharge summary, final bill with break-up, paid receipt and a cancelled cheque. Interest on late payment is covered on our health insurance claim rejected page.

Who is the Care Health Grievance Redressal Officer?

Care's own grievance page does not name its GRO. It gives the email GRO@careinsurance.com and the Gurugram corporate office address. The Council for Insurance Ombudsmen list names Mr. Anoop Singh as GRO of Care Health Insurance Co. Ltd. That list gives gro@careinsurance.com and also chilegal@careinsurance.com. IRDAI GRO list gives gro@careinsurance.com with phone numbers 18001024488 and 18001026655. Care also links a list of nodal officers (PDF) from its grievance page. That PDF did not open from our checker, so we have not copied any name from it.

The regulator step: IRDAI and the Ombudsman

IRDAI does not decide individual claims. It records your complaint against Care Health on Bima Bharosa and follows it up with the insurer. The Insurance Ombudsman can pass a binding award on Care Health. It is free and you do not need a lawyer. You must have complained to Care in writing first, so attach your GRO letter and Care's reply. The full Ombudsman rules and how to choose between the Ombudsman and a consumer commission are on our health insurance claim rejected page. For the same steps with another insurer, see our Star Health complaint escalation guide. To file in a consumer commission instead, see our consumer court complaint on e-Jagriti guide.

Letter to Care Health's Grievance Redressal Officer

Free to copy. Send it by email to GRO@careinsurance.com from your registered email ID, copying resolve1@careinsurance.com, or by post to the Gurugram address above. Keep the complaint number Care sends back.

To: GRO@careinsurance.com; cc: resolve1@careinsurance.com

To,
The Grievance Redressal Officer
Care Health Insurance Limited
Vipul Tech Square, Tower C, 3rd Floor, Golf Course Road, Sector-43, Gurugram - 122009

Date: [DD-MM-YYYY]

Subject: Grievance against [rejection / partial settlement / cashless denial / delay] of claim no. [____] under policy no. [____]

Sir or Madam,

1. Policyholder: [name], [mobile], [registered email]. Insured patient: [name], customer ID [____].
2. Policy: [product name], policy no. [____], period [from] to [to], sum insured Rs. [____].
3. Claim: claim no. [____], hospital [name, city], admitted [date], discharged [date], amount claimed Rs. [____].
4. Earlier complaint: I complained to Care Health customer care on [date] (complaint no. [____]) [and to resolve1@careinsurance.com on [date]]. [No resolution has been received / The reply dated [date] is not acceptable because ____.]
5. Care Health's decision: [rejected on [date] citing clause ____ / paid Rs. ____ of Rs. ____ / cashless request sent at [time] on [date] was denied or not answered].
6. Why the decision is wrong: [explain in 3 to 6 lines with facts and the policy clause].
   [If rejected for documents or late intimation:] IRDAI's Master Circular on Protection of Policyholders' Interests, 2024 says no claim shall be rejected or closed for want of documents or for delayed intimation.
   [If part-paid:] Please give the policy clause for each deduction, as IRDAI's Master Circular on Health Insurance Business, 2024 requires.
7. Relief sought: [settle the claim for Rs. ____ / pay the balance Rs. ____ / reconsider the claim on merits], with interest as admissible.

Please acknowledge this grievance and resolve it within 14 days, as stated on Care Health's grievance page. If it is not resolved, I will approach IRDAI (Bima Bharosa) and the Insurance Ombudsman.

Enclosures: policy copy; claim form; rejection or settlement letter; discharge summary and bills; earlier complaint and complaint number; KYC.

[Signature]
[Name]