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Insurance Ombudsman Rules: Current Affairs 

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Insurance Ombudsman Rules

Relevance: Government Schemes and Initiative

Context: Government made amendments in Insurance Ombudsman Rules, 2017.

About Amendments in Insurance Ombudsman Rules, 2017:

  • The Government notified comprehensive amendments to the Insurance Ombudsman Rules, 2017, with a view to improve the working of the Insurance Ombudsman mechanism to facilitate resolution of complaints regarding deficiencies in insurance services in a timely, cost-effective and impartial manner.
  • The amended rules have enlarged the scope of complaints to Ombudsmen from only disputes earlier to deficiencies in service on the part of insurers, agents, brokers and other intermediaries.
  • 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.
  • Under the amended rules, the timeliness and cost-effectiveness of the mechanism has been substantially strengthened.
  • Policyholders will now be enabled for making complaints electronically to the Ombudsman and a complaints management system will be created to enable policyholders to track the status of their complaints online.
  • Further, the Ombudsman may 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, 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 securing the independence and integrity of the Ombudsman selection process.
  • Further, the selection committee will now include an individual with a track record of promoting consumer rights or advancing the cause of consumer protection in the insurance sector.
  • The Ombudsman mechanism was administered by the Executive Council of Insurers, which has been renamed as the Council for Insurance Ombudsmen.


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