The Insurance Regulatory and Development Authority of India ( IRDAI ), vide its press release dated 19 December 2025, informed about the one-day workshop organised jointly with the Department of Financial Services ( DFS ) on the Centralised Public Grievance Redress and Monitoring System ( CPGRAMS ) to strengthen grievance redressal in the insurance sector.
The key highlights of the workshop are as follows:
The workshop aimed at improving the quality, timeliness and effectiveness of grievance redressal and strengthening institutional accountability across the insurance ecosystem.
Participants included senior DFS officials, IRDAI officials, Grievance Redressal Officers (GROs) of insurers, and Sub-Appellate/Appellate Authorities.
In his inaugural address, the Chairman, IRDAI, highlighted grievance redressal as central to policyholder protection and public trust, stressing timely and effective resolution as a key element of regulatory oversight.
Senior IRDAI officials discussed existing grievance redressal mechanisms, while DFS presented an overview of the citizen grievance landscape in the insurance sector.
The workshop included interactive sessions like open house, presentations from industry representatives, and a detailed CPGRAMS walkthrough by DFS officials, with discussions on systemic improvements, integration between CPGRAMS and Bima Bharosa, and enhancing response quality and timeliness.
In concluding remarks, the IRDAI Chairman urged stakeholders to prioritise customers and focus on trust-building, while IRDAI and DFS officials reiterated their shared commitment to reducing pendency, improving policyholder experience, and strengthening grievance redressal systems.
Source category: IRDAI
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