Amendment to Insurance Ombudsman rules

To,
All Broker Members,

Dear Sirs,

The government has amended insurance ombudsman rules, bringing insurance brokers within their ambit and also allowed policyholders to file online complaints.

The amended rules have enlarged the scope of complaints to ombudsmen from only disputes earlier to deficiencies in service on the part of insurers, agents, brokers and other intermediaries.

The government on March 2notified comprehensive amendments to the Insurance Ombudsman Rules, 2017, with a view to improve the working of the insurance ombudsman mechanism to facilitate resolution of complaints regarding deficiencies in insurance services in a timely, cost-effective and impartial manner.

Policyholders will now be enabled for making complaints electronically to the ombudsman and a complaints management system will be created to enable policyholders to track the status of their complaints online. Further, the ombudsman may use video-conferencing for hearings.

Further, insurance brokers have been brought within the ambit of the Ombudsman mechanism, by empowering the Ombudsmen to pass awards against insurance brokers as well.

A notification dated March 2,2021 issued by Ministry Dept. of Financial Services is attached for your kind information.


Alphonso Vaz
Insurance Brokers Association of India

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