“When a citizen takes the trouble to write a grievance,they are not filling a form—they are sending a signal that they need the system to listen. How we respond to that signal shapes trust not only in insurance, but in institutions themselves. Choose the customer when in doubt. Treat grievances as early warnings. And let every resolution strengthen trust—not just close a case.”Ajay Seth, chairman, IRDAI
Hyderabad:Ajay Seth, chairman, IRDAI has emphasised that timely and effective resolution of grievances is a critical pillar of policyholder protection and an essential element of regulatory oversight.
Delivering the inaugural address at a one-day workshop on the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) in Hyderabad, with a focus on strengthening grievance redressal mechanisms in the insurance sector, on Friday,
Seth underlined the centrality of grievance redressal to public trust in insurance.
“When a citizen takes the trouble to write a grievance,they are not filling a form—they are sending a signal that they need the system to listen. How we respond to that signal shapes trust not only in insurance, but in institutions themselves,” Seth oserved.
He furher stated,“ Choose the customer when in doubt. Treat grievances as early warnings. And let every resolution strengthen trust—not just close a case.”
The event was jointly organised by the IRDAI and Department of Financial Services (DFS).
A detailed presentation by the DFS team provided an overview of the Citizens’ Grievance Landscape across the insurance sector.
It brought together senior officials from DFS, Grievance Redressal Officers (GROs) of insurers, and Sub-Appellate/Appellate Authorities, along with IRDAI officials with the objective of strengthening grievance handling practices, improving quality and timeliness of redressal, and deepening institutional accountability across the insurance ecosyste
Senior officials of IRDAI discussed the Grievance Redressal Mechanisms.
The workshop featured interactive sessions, including an open house with participants,presentations from industry representatives, and a detailed walkthrough of CPGRAMS by DFS officials.
Discussions with the CPGRAMS team focused on identifying systemic improvements, enhancing data integration between CPGRAMS and Bima Bharosa, and improving the quality and timeliness of responses to public grievances.
Senior officials from DFS and IRDAI reiterated the shared commitment of IRDAI,the Government and the industry to strengthen grievance redressal systems, reduce
pendency, and improve policyholder experience.
IRDAI underscored its continued commitment to work closely with all stakeholders to ensure that grievance redressal mechanisms remain responsive, efficient and aligned with the broader objective of protecting the interests of policyholders.