The Insurance Regulatory and Development Authority of India (IRDAI), jointly with the Government of India’s Department of Financial Services (DFS), held a one-day workshop in Hyderabad on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) to strengthen grievance redressal mechanisms in the insurance sector, with a focus on improving the quality and timeliness of responses. The workshop brought together DFS officials, insurers’ Grievance Redressal Officers, Sub-Appellate/Appellate Authorities and IRDAI officials, covering existing grievance handling practices and the broader citizens’ grievance landscape. It included an open house, industry presentations and a detailed walkthrough of CPGRAMS processes, with discussions focused on systemic improvements, enhanced data integration between CPGRAMS and Bima Bharosa, and reducing pendency. IRDAI’s Chairman framed timely and effective grievance resolution as central to policyholder protection and regulatory oversight, urging participants to treat complaints as early warnings and resolve cases in a way that strengthens trust rather than merely closing them.
Insurance Regulatory and Development Authority of India 2025-12-19
Insurance Regulatory and Development Authority of India and Department of Financial Services organise CPGRAMS workshop to strengthen insurance grievance redressal
The Insurance Regulatory and Development Authority of India (IRDAI) and the Department of Financial Services held a workshop in Hyderabad on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) to enhance grievance redressal in the insurance sector. The event focused on improving response quality and timeliness, with discussions on systemic improvements and data integration. IRDAI's Chairman emphasized resolving grievances to strengthen policyholder trust and regulatory oversight.