Insurance Ombudsman Day, observed on 11 November, highlights the role of the Insurance Ombudsman system in providing policyholders with a specialised mechanism for resolving insurance-related grievances. Policyholders can approach the Ombudsman for eligible disputes involving insurers, including issues related to claim settlement, repudiation, policy terms, premiums and other service-related grievances. The mechanism is intended to provide an accessible and cost-free avenue for eligible policyholders without requiring them to pursue lengthy litigation.
Before approaching the Ombudsman, a policyholder generally needs to first raise the complaint with the insurer and allow the insurer an opportunity to resolve it. If the grievance remains unresolved or the response is unsatisfactory, an eligible complaint can be filed through the prescribed online process, along with relevant policy and claim documents. The system is important for strengthening consumer protection, fair claims handling and trust in insurance, while also encouraging insurers to maintain effective internal grievance-redressal mechanisms.
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