The complaints and grievances from the policyholders are not being handled by the insurers properly, the Insurance Regulatory and Development Authority of India has said.
In a circular sent to all insurers, the authority said that this improper handling of complaints was giving rise to aggravated customer dissatisfaction and escalation in complaints to higher authorities.
"All the insurers are once again advised to ensure that the timelines stipulated in regulations and guidelines given in the circular dated July 27, 2010 should be strictly adhered to while handling the complaints,’’ it said.
The frontline staff and customer service officials at all levels of the organisation should be sensitised about the norms it said adding that there was a need to review the grievance redressal system at the company level.