IRDAI chief Ajay Seth tells insurers to improve the quality and timeliness of complaint handling

Ajay Seth, Chairman, IRDAI

At a meeting with Chief Compliance Officers (CCOs) and Grievance Redressal Officers (GROs) of all insurers on Wednesday, the IRDAI chief emphasized the central role of trust in insurance and the crucial role that compliance and grievance handling functions play in maintaining that trust. Insurers were advised to develop a clear and standardized method for classifying consumer references into complaints and service requests.

Ajay Seth also directed insurers to adopt a more proactive, policyholder-centric approach and strengthen their internal systems to ensure strict adherence to prescribed timelines.

A deeper cultural alignment

Stressing the need for deeper cultural alignment within organisations, the Chairman said: “Compliance cannot be a department – ​​it has to be a mindset. And resolving complaints cannot be the end of a process – it has to be our early warning system. When in doubt, choose the customer. If we do that consistently, trust will follow, growth will follow and the industry will be stronger than ever.”

During the meeting, a detailed review was conducted into compliance practices and the effectiveness of existing grievance mechanisms.

The Authority also worked with the Insurance Ombudsmen from Bhopal and Thane, who presented the operational issues and challenges observed in handling cases filed with their respective offices. An analysis of consumer complaints and emerging trends in policyholder issues was conducted, identifying areas where the industry needs to increase its responsiveness.

The IRDAI Chairman also extended his greetings on Constitution Day, underscoring the significance of the Constitution and its values ​​of justice, equality and freedom.

Published on November 26, 2025