Page 22 - The Insurance Times October 2025

Table 3: Comparative Overview: FY 2022-23 vs. FY 2023-24

Performance Indicator 2022-23 2023-24 Change / Notes
Total Complaints Received 51,103 52,575 +1,472 complaints (3% increase)
Complaints Disposed 51,625 49,705 Slight drop, but within efficiency margin
Disposal Rate 101% ~94.6% Still excellent given complaint volume
Non-Entertainable Complaints Not stated 12,855 50% compared to last year - Major efficiency gain
Entertainable Complaints Disposed Not specified 36,850 Focused disposal efforts
Resolved via Recommendation 22.39% 42% 169.16% growth - Outstanding progress
(Mediation)
Centres >50% Mediation Use 4 (Delhi, Delhi, Leadership centres in ADR methodology
(Recommendation) Chandigarh, Chandigarh,
etc.) Bengaluru
Online Complaint Registration 23% 40% Shift toward digital engagement
Online Hearings & Disposal 78% 72% Digital hearings maintained at high level
Disposal within 90 Days Not specified 87% Strong turnaround focus
Awards Issued Digitally Partially 100% Fully implemented; award automation active
Green Initiative: Paper Saved Not stated Over 2 lakh Via e-awards and restricted OTP-based downloads
pages

In the past two years, India's Insurance Ombudsman system And it's not merely about convenience and speed-there's a
has made impressive strides-not only in terms of quantity, deliberate shift towards sustainability as well. With more
but also in the way it serves policyholders. During 2022-23, than 2 lakh pages of paper saved thanks to digital awards,
10 out of 17 Ombudsman centres managed to dispose of all Ombudsman offices are demonstrating that improved
grievances by the end of the year, beginning the following service and eco-friendlier practices go together. There are
year with a clean slate. Even in 2023-24, over 49,000 already plans to implement real-time tracking and
grievances were addressed, and remarkably, 87% of them automated notifications for hearings so that the experience
were disposed of in a mere 90 days. This indicates that can become even smoother for policyholders in the years
redressal within a timely manner is truly becoming a priority, to come.
not only a policy target.
Grasping the Underlying Causes of
What is heartening is the trend towards mediation as the
chosen tool to settle complaints. The percentage of cases Grievances in Public Liability Insurance
resolved by conciliation by mutual agreement rose from Even with the rightful possession of an insurance policy, most
22.39% in 2022-23 to 42% in 2023-24-an enormous jump. policyholders are surprised when claiming. What can be a
Delhi, Chandigarh, and Bengaluru were among those simple process becomes a source of frustration manifested
centres that excelled by settling more than half of their through delays, disagreements, or denials. Public liability
complaints by recommendation, sparing time, tension, and insurance, though crucial for safeguarding businesses from
effort for insurers as well as complainants. third-party perils, is no exception. Misunderstanding policy
conditions to communication issues, complaints are formed
Another significant leap forward has been the adoption of for a variety of reasons-most of which are avoidable.
digital platforms. During the last financial year, 40% of
complaints were received online, and 72% were heard and The next part discusses the most prevalent causes of these
settled digitally. From digitally signed orders to smart complaints based on real-life examples, data points, and
functionalities such as auto-follow-ups through email and regulatory materials.
OTP-based secure downloads, the process is definitely
transforming to be quicker, simpler, and more consumer- 1. Claim Repudiation and Rejection
friendly. Claim repudiation continues to be the leading cause of

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