Grievance Redressal norms unveiled by IRDAI for insurers

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The IRDAI (Insurance Regulatory and Development Authority of India) has officially released its regulations pertaining to grievance redressal and customer complaints in case of insurance companies in the country. Any complaint or grievance has been classified as communication which clearly states any dissatisfaction relating to an action taken or the lack of the same with regard to service standards of insurance companies and intermediaries or deficiencies in service along with any remedial measures sought. IRDAI has directed insurers to have suitable systems for the registration, receipt and resolution of grievances of customers.

Insurers should also take care of grievances within a particular period of time. Insurance companies are required to dispatch their written acknowledgements within three days from receiving complaints. This should have the designation and name of the officer dealing with the customer’s query along with procedural information and the time that will be required for resolving the issue in question.

Insurance Samadhan

All grievances of customers must be solved within a period two weeks and insurers will have to dispatch written responses for rejection/redressal of the complaint with suitable reasons. This will also have the intimation that in case of any further issues/disputes, the customer can contact the insurer within 8 weeks from getting the response from it. The complaint will be perceived as closed by the insurer in case there is no response from the customer in this time period.

IRDAI has directed insurers to keep automated systems for the monitoring and tracking of grievances along with receiving all types of calls and e-mails, enabling the interface needed with the IRDAI’s own system of tackling e-mails and calls. Insurance companies should be swiftly taking up complaints of customers prior to emphasizing on the need to get insurance policies as per top officials of the IRDAI. Companies not working as per these regulations will have to fork out penalties as well.

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Shailesh Kumar


  1. I did not receive my refund for my Health Insurance Proposel
    The proposal was rejected on absurd ground without any proper communication.
    And refund has not been processed, It seems to be a fraudulent act from the company side, to trap the customers and eat the money.
    Please take necessary action and make my refund and the customer care of Niva Bupa is not responding properly and causing me a lot of mental stress each day.

  2. My name is Jacob J Tharakan. I took a health insurance from Star health But I am unsatisfied with this insurance So I informed Star health to cancel the policy and refund my money during my free look period but they have not replayed my mail. So I tried to contact them on phone but was not connected to them. My free look period expires in three days. Kindly do the needful.

  3. Sir, i have policy of new India insurance with coverage of zero dep…but at the time of claim..they agree only to pay claim with coverage for normal policy..

    Plz confirm why they collect extra premium for zero.dep coverage….

  4. I got my car Toyata corolla insured with ack.com online
    I was eligible to get no claim bonus
    My issue with the company
    I understand if eligible benifit of no claims bonus is rightfully owned by me
    By denying this to me other their online system is cheating number of consumer

  5. My Name Is Ashok Kumar. I have renewed my policy before the due date but they have not updated my policy yet. My TP is mediassist. Hospital is asking for Cash Payment but my policy is Cashless. They have stopped the treatments Of The patient. TPA is also not helping us in this case.

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