The Government of India launched Pradhan Mantri Jan Arogya Yojana (PMJAY) in 2018 to mitigate catastrophic out-of-pocket health expenditure. This government-sponsored health insurance scheme is implemented through six digital portals, including a grievance redressal system, with the involvement of multiple stakeholders. The grievance redressal mechanisms in PMJAY are aimed at ensuring access to information, contribute to the responsiveness of the scheme and safeguard it against any fraudulent practices. 

As a pioneering effort, this research explores the role and experiences of grievance redressal systems by exploring the following research questions: 1) What are the processes of collecting and responding to grievances in PMJAY? 2) How is the awareness about the Grievance Redressal System among the beneficiaries?, and 3) What is the experience of beneficiaries of interaction with the Grievance Redressal System of PMJAY? 

A cross-sectional descriptive study was conducted from January 2022 to August 2023 in Gujarat, using a mixed-method approach to data collection from various primary and secondary sources. The findings from the study show that multiple formal and informal channels are active with varying accessibility among the beneficiaries. A significant proportion of beneficiaries were unaware of their entitlements and grievance redressal mechanisms. Awareness was low regarding internet-based formal channels and communication through letters or emails. 

The findings underscore the necessity for enhanced outreach efforts, using detailed information dissemination via print and outdoor media. Building trust in the grievance redressal system is essential to increase its use and demand among the beneficiaries. Insights from this study will be useful to strengthen the grievance redressal system of the PMJAY scheme or similar government schemes.