Also, the insurance
regulator has proposed to set up citizen’s charter and a grievance redressal
cell.
IRDA
has proposed that insurance companies should formulate Insurance Awareness
Policy (InAP) to create awareness about insurance among masses. However, the
regulator has not clarified the manner in which such programs should be carried
out.
In a
draft circular, IRDA has instructed insurance companies to formulate an ‘InAP’
to educate customers about insurance products, benefits, rights and responsibilities
of policyholders, etc.
Further,
to improve the quality of services and communication between policyholders and
insurers, the regulator has proposed to set up a citizen’s charter. IRDA
defines Citizen’s Charter as, “Citizen’s charter of an insurer is a document,
which represents the commitment of the insurer towards its clients in respects
of standard of services, information, choice and consultation,
non-discrimination and accessibility, grievance redress, courtesy and value for
money. This also includes expectations of the insurer from the citizen for
fulfilling the commitment of the insurer. It enshrines the trust between the
insurance service provider and the end users with the primary objective of
empowering clients in relation to insurance service delivery.”
Also,
IRDA has directed insurance companies to enforce basic rights to consumers such
as right to professional diligence, right to protection against unfair contract
terms, right to protection against unfair market conduct, right to protection
of personal information, right to requirement of fair disclosure etc.
Meanwhile,
IRDA has proposed to set up a grievance redressal cell to improve customer
service. The regulator has asked insurance companies to appoint Chief Executive
Officer or Chief Compliance Officer as Grievance Redressal Officer (GRO).
IRDA
has proposed that insurance companies have to appoint an official at every
regional, divisional and branch office. Insurers will be required to put in
place a system to receive, register and dispose of grievance in such offices or
through voice calls and emails.
The
insurers have been instructed to issue acknowledgement of the complaint in
which they will have to mention the expected turnaround time. Any delay will be
subject to penalty.
To
improve transparency, IRDA has said that insurance companies should publish
their grievance redressal procedure on their respective websites.
IRDA
has sought feedback from stakeholders before January 19 in this regard.