Page 21 - The Insurance Times October 2025

Tesco responsible, reaffirming businesses have a duty of care policyholders encounter-like repudiation of claims, delays,
towards the public and insurers must settle claims when and gaps in documentation.
such duty is violated. The case highlights the expectation
that insurers must act promptly and not procrastinate with Table 2: Frequent categories of complaints
rightful settlements.
in public liability insurance (on the basis of
Since the global liability insurance market is expected to 100 Ombudsman-disputed cases).
reach $432.81 billion in 2032, at a growth rate of 5.4%, the Category of Complaint Number of Percentage
requirement for grievance redressal processes that are
Complaints of Total
efficient and transparent is even more essential. In the
absence of timely settlement of claims and transparency of Repudiation of Claim 59 59%
communication, the intent of liability insurance-financial (Partial/Total)
relief and legal representation-is undermined. Therefore, Delay in Claim Settlement 17 17%
grievance redressal is not just an operational process but a Dispute Over Premiums 8 8%
core pillar of trust in the insurance industry. Dispute Regarding 7 7%
Policy Terms
The Common Categories of Complaints Non-Issuance of 9 9%
in Public Liability Insurance Documents

Realizing the nature and number of complaints under public Total 100 100%
liability insurance is imperative to assessing the efficiency
of grievance redressal mechanisms. This section displays two Collectively, these data present an overall picture of both
major data tables-one indicating year-wise trends in the extent and character of complaints in this insurance
complaint numbers and disposal, and the other illustrating market, with significant insights into repeat issues and
the most frequent categories of grievances complained of scopes for service enhancement.
by policyholders.
Performance of Insurance Ombudsman
The initial table illustrates the volume of complaints (India): FY 2022-23 & 2023-24
received and settled by the Insurance Ombudsman over
chosen financial years between 2008 and 2024. It shows the During the previous two fiscal years, India's Insurance
way complaint numbers have evolved over time and how Ombudsman scheme has seen a dramatic shift in grievance
effectively the redressal system has managed them. redressal processes-characterized by increased disposal
rates, digitalization, and a greater emphasis on mediation.

Table 1: Year-wise summary of complaints These trends have improved the efficiency and convenience
of complaint settlement, enabling quicker and more
received and disposed of by the Insurance transparent services to policyholders.
Ombudsman (2008-2024)

Year Complaints Complaints Disposal
Received Disposed Rate (%)
2008-09 26,177 27,790 ---
2016-17 27,627 27,790 100
2017-18 25,478 17,225 67.6

2022-23 51,103 --- ---
2023-24 52,575 49,705 94.5

Source: Council of Insurance Ombudsman

Subsequent to this, the second table displays a complaint-
wise breakup of grievances, drawn from a sample of 100
cases. It aids in determining the most common issues

20 October 2025 The Insurance Times