The central government has introduced new draft rules to strengthen the Insurance Ombudsman system.
This platform allows policyholders to file complaints when they are not satisfied with insurance claim decisions or services.
The proposed changes aim to make the grievance redressal process more transparent, efficient, and accountable.
Key Changes and Improvements
Creation of an Appellate Authority
Until now, the Ombudsman’s decision was considered final. Under the new rules, policyholders can appeal any Ombudsman order to a newly formed Appellate Authority. IRDAI has been given six months to set up this authority.
Inclusion of Brokers and Intermediaries
Previously, only insurance companies were covered under the Ombudsman system. The new rules expand this scope to include insurance brokers, agents, intermediaries, and even digital insurance platforms.
Fully Online Complaint Process
The complete complaint process—from filing to resolution—will be shifted online. This will include Aadhaar verification, document uploads, and all other steps.
Mandatory Immediate Registration of Complaints
The Ombudsman will now be required to register complaints on the very first day they are received. This rule ensures that there are no delays in starting the grievance resolution process.
