Policyholders will now be enabled to make complaints electronically to the ombudsman and a complaints administration system can be created to allow policyholders to trace the standing of their complaints on-line
New Delhi: The authorities 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 stated 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 authorities on March 2 notified complete amendments to the Insurance Ombudsman Rules, 2017, with a view to bettering the working of the insurance coverage ombudsman mechanism to facilitate the decision of complaints relating to deficiencies in insurance coverage providers in a well timed, price-efficient and neutral method.
Under the amended guidelines, the timeliness and value-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 can be created to allow policyholders to trace the standing of their complaints on-line. Further, the ombudsman might 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,” the ministry stated.
“A number of amendments have been made for securing the independence and integrity of the ombudsman selection process, while also building in safeguards to secure the independence and impartiality of the appointed persons while serving as Ombudsmen,” the ministry stated.
Further, the choice committee will now embody a person with a monitor document of selling client rights or advancing the reason for client safety within the insurance coverage sector.
The ombudsman mechanism was administered by the Executive Council of Insurers, which has been renamed because the Council for Insurance Ombudsmen.
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