Centre amends Insurance coverage Ombudsman Guidelines; shoppers can now file complaints digitally
Policyholders will now be enabled for making complaints electronically to the ombudsman and a complaints administration system shall be created to allow policyholders to trace the standing of their complaints on-line
New Delhi: The federal government has amended insurance coverage ombudsman guidelines, bringing insurance coverage brokers inside their ambit and in addition allowed policyholders to file on-line complaints, the finance ministry mentioned on Wednesday.
The amended guidelines have enlarged the scope of complaints to ombudsmen from solely disputes earlier to deficiencies in service on the a part of insurers, brokers, brokers and different intermediaries.
The federal government on March 2 notified complete amendments to the Insurance coverage Ombudsman Guidelines, 2017, with a view to enhancing the working of the insurance coverage ombudsman mechanism to facilitate the decision of complaints concerning deficiencies in insurance coverage companies in a well timed, cost-effective and neutral method.
Beneath the amended guidelines, the timeliness and cost-effectiveness of the mechanism have been considerably strengthened.
Policyholders will now be enabled for making complaints electronically to the ombudsman and a complaints administration system shall be created to allow policyholders to trace the standing of their complaints on-line. Additional, the ombudsman could use video-conferencing for hearings.
“Additional, insurance coverage brokers have been introduced throughout the ambit of the Ombudsman mechanism, by empowering the Ombudsmen to go awards towards insurance coverage brokers as nicely,” the ministry mentioned.
“Quite a lot of amendments have been made for securing the independence and integrity of the ombudsman choice course of, whereas additionally constructing in safeguards to safe the independence and impartiality of the appointed individuals whereas serving as Ombudsmen,” the ministry mentioned.
Additional, the choice committee will now embrace a person with a monitor document of selling shopper rights or advancing the reason for shopper safety within the insurance coverage sector.
The ombudsman mechanism was administered by the Govt Council of Insurers, which has been renamed because the Council for Insurance coverage Ombudsmen.
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