According to IRDAI, every insurer must ensure that all grievances are resolved within specific timelines. A written acknowledgment of a grievance must be provided to the complainant immediately. If further details are needed from the complainant, insurers are permitted to seek this information only once, and it must be done within one week. The resolution of the grievance and issuance of the final resolution letter should occur within two weeks. If the grievance is closed due to non-receipt of a reply from the complainant, this should be completed within eight weeks.
Tech-based grievance redressal system
“The timelines the regulator has implemented to address these
concerns are noteworthy, as they have ensured a designated officer
(Ombudsman Scheme) to address these matters. Based on the
activity, the addressal timeline will vary depending on the method
of addressal. The circular mandates a tech-based grievance
redressal system ensuring swift and efficient resolutions, aiming
towards zero grievances,”.
