Internal Insurance Ombudsman Framework

On 23rd July 2025, the Insurance Regulatory and Development Authority of India (IRDAI) introduced a draft framework mandating insurers to establish an Internal Insurance Ombudsman system aimed at addressing policyholder grievances, particularly those related to claims up to Rs. 50 lakh.

Key Objectives

  • Establish a transparent, fair and time-bound grievance redressal mechanism within insurance companies.
  • Enhance efficiency and accountability of insurers in managing unresolved or escalated complaints.
  • Supplement existing external grievance redressal mechanisms such as the Insurance Ombudsman and IRDAI’s Integrated Grievance Management System (IGMS).

Key Provisions

Applicability

  • Applicable to all insurance companies, excluding reinsurers.
  • Mandatory for insurers with over three ....
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