Changes in Insurance Ombudsman Rules for Better Resolution of Policyholders

The government has introduced reforms to the Insurance Ombudsman Regulations in order to enhance the settlement of policyholder concerns about insurance service deficiencies.

Policyholders will also be able to submit complaints to the Ombudsman electronically, and a complaints management system will be built such that policyholders can track the status of their complaints online. In addition, the Ombudsman can hold hearings via video conferencing.

The revised rules also broadened the reach of grievances to Ombudsmen from previously narrow conflicts to include service violations by insurers, agents, brokers, and other intermediaries.

On March 2, 2021, the government published significant amendments to the Insurance Ombudsman Regulations, 2017, with the aim of strengthening the Insurance Ombudsman's ability to address complaints about insurance service failures in a timely, cost-effective, and unbiased manner.

A variety of changes have been made to ensure the independence and dignity of the Ombudsman screening process, as well as protections for the named persons' independence and impartiality when serving as Ombudsmen.

Moreover, a person with a history track of enhancement of consumer rights and of consumer safety in the insurancing industry will now be included during the promotion.

To file a complaint, first contact the insurance company's Grievance Redressal Officer (GRO). Within 15 days of receiving your complaint, the GRO is expected to answer and resolve the matter in a timely manner. You can file a complaint with IRDAI if you are unhappy with the GRO's response or behaviour.

The IRDA's contact details are:
IRDA Grievance Call Centre: 1800 4254 732
Email: [email protected]

Address for paper mails and fax:
Insurance Regulatory and Development Authority of India, Consumer Affairs Department - Grievance Redressal Cell, Sy.No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad - 500 032.

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