non-payment of premiums. Analysts say examples like converting single-premium policies to regular Ulip policies, selling inappropriate products like Ulips for short-term goals, giving erroneous information on guaranteed products are most common customer grievances.
Other areas of consumer grievances are settlement proceeds not being received by the policyholder, surveyors not reaching on time to assess the damage in case of non-life claims, disputes on total settlement amount and documentation.
Irda has, in the past, underlined that public disclosure of risks faced by the insurers is critical for ensuring a fair and orderly insurance sector. The disclosures shall be reliable and timely to ensure efficiency of the markets. They provide necessary feedback to the insurance regulator to ensure safety of investors as well as policyholders.
The regulator made it mandatory for companies to put in place a system that will comply with its grievance redressal norms. After receiving the complaint, the insurer will have to send a written acknowledgment to the policyholder within three working days and attend to the complaint with 15 days of its receipt.
To protect the rights and interest of policyholders, the Kamesam Committee made some pertinent suggestions, which were incorporated in Irda's Protection of Policyholders' Interests Regulations, 2002. The regulator has mandated that the insurance company will have to communicate within 15 days of receiving the request the decision on the new proposal to the proposer and the copy of the policy bond will have to be given to the proposer within 30 days of acceptance.
While every insurer has a place in the grievance redressal system, an aggrieved consumer can approach the Insurance Ombudsman for complaints relating to personal claims for a value up to R20 lakh. The regulator has also mandated that the claim on life insurance will have to be paid within 30 days of receipt of the claim documents and, if delayed, savings bank interest rate has to be paid to the policyholder for the number of delayed days.
In case of claim intimation for non-life insurance, the surveyor has to be appointed within 72 hours of the claim intimation and the report needs