Ajay Seth, Chairman, IRDAI
The Indian insurance industry has made significant progress in expanding coverage, but the number of unresolved grievances remains a concern. As on 31st March, 2026, approximately 2.21 lakh cases were pending before Consumer Commissions and Judicial Courts, and around 72.49% of them had been pending for over a year. Around 11 lakh cases were reportedly pending before the Motor Accidents Claims Tribunal (MACT), said the IRDAI.
Hyderabad:The Insurance Regulatory and Development Authority of India (IRDAI) on Saturday kicked off the `Grievance Resolution month’, which will be observed across the insurance industry during November,to accelerate resolution of pending policyholder grievances,particularly long-pending ones.
Ajay Seth, Chairman, IRDAI, observed,“The measure of success on grievance Rsolution must not be the number of cases closed alone, but the fairness, quality and sustainability of the resolutions achieved. The objective of `Grievance Resolution Month’ is not simply to reduce pendency numbers, but to reinforce policyholder confidence through demonstrable action and create a culture of addressing policyholder grievances proactively.”
Prolonged pendency causes financial and emotional hardship to policyholders and erodes their trust in insurance, said the IRDAI.
The meeting was chaired by Deepak Sood, Member (Non-Life), IRDAI, and was graced by the presence of Debasish Prusty, additional secretary, Department of Financial Services (DFS).
Large pendency requires focused action
The industry has made significant progress in expanding coverage, but the number of unresolved grievances remains a concern. As on 31st March, 2026, approximately 2.21 lakh cases were pending before Consumer Commissions and Judicial Courts, and around 72.49% of them had been pending for over a year. Around 11 lakh cases were reportedly pending before the Motor Accidents Claims Tribunal (MACT).
These trends highlight the need for insurers to examine the increasing number of grievances reaching courts, forums and the Insurance Ombudsman, as well as the outcomes of such proceedings, said the IRDAI.
IRDAI, with the Councils and State-wise Lead Insurers, will organise outreach programmes across the country, with special emphasis on Tier-II and Tier-III cities, where access to grievance redressal is limited.
Focused review by insurers
During the Grievance Resolution Month, insurers have been advised to review their pending grievances and disputes and identify cases that can be meaningfully resolved early. They are encouraged to prioritise long-pending cases, review pending litigation on its merits and settle amicably where legally and factually sustainable; ensure prompt compliance with Insurance Ombudsman Awards, expedite grievances pending at any other forum or platform, strengthen litigation management to avoid unnecessary delays, and identify recurring causes of grievances and take corrective and preventive measures.
The objective of the initiative is not merely to increase the number of disposed cases, but to ensure meaningful, fair and sustainable grievance resolution.
Role of Councils and outreach
The Life Insurance Council, General Insurance Council and Council for Insurance Ombudsmen have been asked to support the initiative by sensitising member insurers. Insurers and the Councils are also encouraged to publicise the initiative widely, at branch level and through digital media, so policyholders can make use of the opportunity for resolution of their grievances.
Rebuilding policyholder trust
Timely grievance redressal is fundamental to policyholder protection and trust. IRDAI calls on the entire industry to use this month to deliver prompt, fair and empathetic redressal.
The event was attended by the Secretaries General of the Life Insurance Council, the General Insurance Council and the Council for Insurance Ombudsmen, Insurance Ombudsmen, Chief Executive Officers, senior representatives of insurance companies
and other key stakeholders.
I