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Public Sector General Insurance Companies must appoint a Nodal Officer for each of the seventeen Insurance Ombudsman Centres to ensure timely complaint resolution. The Nodal Officer must hold a rank not below Deputy Manager. This officer coordinates with the Ombudsman office, places self-contained notes within the timeline, submits required documents, ensures hearing attendance, and complies with recommendations or awards. Companies must designate these officers and publish the contact list on their website by October 20, 2020. The procedure takes effect immediately.
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भारतीय बीमा विनियामक और विकास प्राधिकरण
INSURANCE REGULATORY AND
DEVELOPMENT AUTHORITY OF INDIA
irdai
15^th October, 2020
Ref: IRDAI/CAD/Cir/Misc/255/10/20
To
PSU General Insurance Companies
Sub: Designated Nodal Officers for Ombudsman Offices.
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The Institution of Insurance Ombudsman plays a vital role in providing resolution in timely and cost effective manner. Insurers need to have a greater liaison with every Insurance Ombudsman office in order to ensure that the complaints are disposed of in a timely manner.
Insurance Ombudsmen have expressed that they are facing difficulties in dealing with cases of PSU General Insurance Companies in the absence of any responsible Officer who can liaison with their Offices to ensure that the self contained note is filed in time and documents/information sought by Insurance Ombudsman is submitted without any delay.
To ensure proper and timely disposal of complaints, the following procedure shall be adopted by all the PSU general insurance companies:
The above procedure shall come into force with immediate effect.
TL Alamelu
Member (Non-Life)
CC to
सर्वे नं. 115/1, फाइनेंशियल डिस्ट्रिक्ट, नानकरामगुड़ा, हैदराबाद-500 032, भारत | Survey No. 115/1, Financial District, Nanakramguda, Hyderabad-500 032, India
: +91-40-2020 4000 वेबसाइट : www.irdai.gov.in | : +91-40-2020 4000 Website : www.irdai.gov.in
