- The lnstitution of lnsurance Ombudsman plays a vital role in providing resolution in a timely and cost effective manner. lnsurers need to have a greater liaison with every lnsurance Ombudsman office in order to ensure that the complaints are disposed of in a timely manner.
- lnsurance Ombudsman have expressed that they are facing difficulties in dealing with cases of PSU General lnsurance Companies in the absence of any responsible Officer who can liaison with their Offices to ensure that the self contained note is filed in time and documents/information sought by lnsurance Ombudsman is submitted without any delay.
- To ensure proper and timely disposal of complaints, the following procedure shall be adopted by all the PSU general insurance companies:
a) Appoint a “Nodal Officer”, not below the rank of Deputy Manager for each of the 17 Ombudsman Centres.
b) The names /Phone No’s including mobile No’s / email id’s of the Nodal Officers shall be shared with the Ombudsman/ECOl.
c) The Nodal Officer shall be responsible for placing self contained notes before lnsurance Ombudsman within the specified timeline. He/she shall also ensure that all the information/documents called for by lnsurance Ombudsman are submitted in a timely manner.
d) The Nodal officer shall ensure that the concerned officer of the lnsurance Company attends the hearing on the date and time specified by Ombudsman in the notice for hearing.
e) The Nodal Officer shall ensure compliance with the recommendation or Award of the Ombudsman as the case may be within the specified timeline, and update the details of compliance in the Complaints Management System of ECOI.
- The Public Sector General lnsurance Companies shall designate Nodal Officers for all the offices of lnsurance Ombudsman Office latest by 2010.2020 and forward the list of the same with contact details (e-mail id, Phone no.) by uploading the same in their website. As and when there is a change in the said list, the same shall be notified to ECOI immediately so as to enable them to keep the list updated at all times. The ECOI shall share the updated list with IRDAI from time to time.
