Functions and responsibilities of Consumer Affairs Department
The Consumer Affairs Department of the Insurance Regulatory and Development Authority of India looks into complaints/grievances from policyholders and takes up the grievances with the respective insurers for redressal.
Prospects and policyholders are advised to first file their complaints with the respective insurance companies. If they do not receive a response from the insurer within a reasonable period of time or are dissatisfied with the response of the company, they may approach the Consumer Affairs Department of the IRDAI. IRDAI shall facilitate re-examination of the complaint and resolution by the insurance company.
To enable effective monitoring of Policyholder protection Regulations and Grievance Guidelines and Turn around times thereby mandated, as well as to create a central repository of industry-wide insurance grievances’ data, IRDAI has implemented the Integrated Grievance Management System (IGMS).IGMS provides a gateway to register complaints with insurance companies and track their status.
IRDAI has provided an alternative channel for prospects and policyholders to lodge complaints with the IRDAI grievance call centre (IGCC). The IGCC receives and registers complaints. Complainants can also track the status of their complaints through IGCC.
The IGCC also provides details of the redressal systems of insurance companies whenever policyholders require them. Further, the IGCC also educates policyholders about the Insurance Ombudsman who provides a channel for fair disposal of complaints falling within the jurisdiction laid down.