Brokers under insurance ombudsman

Tribune News Service

New Delhi, March 3

With the Centre on the cusp of privatising state-owned insurance companies, the government has notified major amendments to the Insurance Ombudsman Rules, 2017 to improve the resolution of complaints regarding deficiency in services in a timely, cost-effective and impartial manner.

The amended rules have enlarged the scope of complaints to the ombudsmen. From only hearing disputes, the ombudsmen will also tackle deficiency in service by insurers, agents, brokers and other intermediaries. Brokers have also been brought within the ambit of the mechanism by empowering the ombudsmen to pass awards against them, said an official statement.

Policyholders can now make complaints electronically to the ombudsman. There are plans to set up a complaints management system to enable policyholders track the status of their complaints online.

Further, the ombudsman may even use video-conferencing for hearings. To enable access to relief through the ombudsman mechanism even when there is vacancy in the office of a particular ombudsman, a provision has been made for giving additional charge to another ombudsman, pending the filling of the vacancy.

A number of amendments have been made for creating an impression about independence and integrity of the ombudsman selection process, while also building in safeguards to secure the independence and impartiality of the appointed persons.