The Insurance Regulatory and Development Authority of India convened Chief Compliance Officers and Grievance Redressal Officers from all insurers to review compliance practices and the effectiveness of current grievance redressal mechanisms, with a focus on stronger policyholder protection amid a rising volume of complaints. Discussions drew on operational issues raised by the Insurance Ombudsmen of Bhopal and Thane and an analysis of emerging trends in consumer complaints. IRDAI called on insurers to significantly improve the quality and timeliness of resolutions, develop clear standard operating procedures to classify consumer references as complaints versus service requests, adopt a more proactive policyholder-centric approach, and strengthen internal systems to ensure strict adherence to prescribed timelines.
Insurance Regulatory and Development Authority of India 2025-11-26
Insurance Regulatory and Development Authority of India urges insurers to strengthen customer-centric grievance redressal and standardise complaint classification
The Insurance Regulatory and Development Authority of India (IRDAI) convened Chief Compliance Officers and Grievance Redressal Officers to enhance compliance and grievance mechanisms, focusing on policyholder protection amid rising complaints. Discussions included input from the Insurance Ombudsmen of Bhopal and Thane, highlighting the need for improved resolution quality and timeliness. IRDAI urged insurers to adopt clear procedures, a proactive approach, and strengthen internal systems.