“Compliance cannot be a department— it must be a mind-set. And grievance redressal cannot be the end of a process— it must be our early warning system. When in doubt, choose the customer. If we do that consistently, trust will follow, growth will follow, and the industry will stand stronger than ever.”Ajay Seth, chairman. IRDAI
IRDAI expressed concern over the rising number of complaints and emphasised the need for insurers to significantly improve the quality and timeliness of resolutions. Insurers were advised to develop a clear and standardised operating procedure for classifying consumer references into complaints and service requests
Hyderabad: Ajay Seth, chairman. IRDAI has emphasised the centrality of customer trust in insurance and the critical role played by compliance and grievance redressal functions in upholding that trust.
Seth had a high-level meeting with Chief Compliance Officers (CCOs) and Grievance Redressal Officers (GROs) of all insurers on Wenesday.
On the Constitution Day, he highlighted the significance of the Constitution and its values of justice, equality, and liberty.
Highlighting the need for deeper cultural alignment within organisations, Seth remarked: “Compliance cannot be a department— it must be a mind-set. And grievance redressal cannot be the end of a process— it must be our early warning system. When in doubt, choose the customer. If we do that consistently, trust will follow, growth will follow, and the industry will stand stronger than ever.”
The chairman highlighted the complementary roles of CCOs and GROs, calling them the “conscience and credibility” of insurance companies.
The discussions with CCOs and GROs centred on strengthening policyholder protection, improving grievance redressal standards, and addressing operational challenges faced by the insurance sector.
The IRDAI expressed concern over the rising number of complaints and emphasised the need for insurers to significantly improve the quality and timeliness of resolutions. Insurers were advised to develop a clear and standardised operating procedure for classifying consumer references into complaints and service requests.
The insurance regulator also urged insurers to adopt a more proactive, policyholder-centric approach and to strengthen their internal systems to ensure strict compliance with prescribed timelines.
A detailed review of compliance practices and the effectiveness of existing grievance redressal mechanisms was carried out.
The IRDAI also engaged with the Insurance Ombudsmen from Bhopal and Thane, who presented the operational issues and challenges observed in handling cases filed at their respective offices. An analysis of consumer complaints and emerging trends in policyholder issues further shaped the conversation, highlighting areas where the industry must enhance its responsiveness.