insurance ombudsman

IRDAI circular dated 15th October, 2020 mandating all public sector units general insurance companies to appoint nodal officers in all their ombudsman centres. Nodal officer at each centre will be responsible for co-ordinating and liaisoning with the chief ombudsman of the insurance company.

  1. The lnstitution of lnsurance Ombudsman plays a vital role in providing
    resolution in timely and cost effective manner. lnsurers need to have a greater liaison with every lnsurance Ombudsman office in order to ensure that the complaints are disposed of in a timely manner.
  2. lnsurance Ombudsmen have expressed that they are facing difficulties in
    dealing with cases of PSU General lnsurance 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 lnsurance Ombudsman is submitted without any delay.
  3. To ensure proper and timely disposal of complaints, the following procedure shall be adopted by all the PSU general insurance companies:
    a) Appoint a “Nodal Officer”, not below the rank of Deputy Manager for
    each of the 17 Ombudsman Centres.
    b) The names /Phone No’s including mobile No’s / e-mail id’s of the Nodal
    Officers shall be shared with the Ombudsman/ECOl.
    c) The Nodal Officer shall be responsible for placing self contained notes
    before lnsurance Ombudsman within the specified timeline. He/she
    shall also ensure that all the information/documents called for by
    lnsurance Ombudsman are submitted in a timely manner.
    d) The Nodal officer shall ensure that the concerned officer of the
    lnsurance Company attend the hearing on the date and time specified
    by Ombudsman in the notice for hearing.
    e) The Nodal Officer shall ensure compliance with the recommendation or Award of the Ombudsman as the case may be within the specified
    timeline, and update the details of compliance in Complaints
    Management System of ECOI.
  4. The Public Sector General lnsurance Companies shall designate Nodal Officers for all the offices of lnsurance Ombudsman Office latest by 2010.2020 and forward the list of the same with contact details (e-mail id, Phone no.) by uploading the same in their website. As and when there is a change in the said list, the same shall be notified to ECOI immediately so as to enable them to keep the list updated at all times. The ECOI shall share the updated list with IRDAI from time to time.
    The above procedure shall come into force with immediate effect.

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