Press Release on IRDAI’s call for Stronger Customer-centricity and higher standards of Grievance Red

The Insurance Regulatory and Development Authority of India (‘ IRDAI’ or ‘ Authority ’) has issued a Press Release titled ‘IRDAI Calls for Stronger Customer-Centricity and Higher Standards of Grievance Redressal in Industry Meeting with CCOs & GR’ (‘ Press Release ’) dated November 26, 2025.

The key highlights of the Press Release are as follows:

• On the occasion of Constitution Day (November 26, 2025), the IRDAI conducted a high-level meeting with the Chief Compliance Officers (CCOs) and Grievance Redressal Officers (GROs) of all insurers in the industry, focused on policyholder protection, grievance standards, and operational challenges.
• The Chairman, IRDAI, in his opening remarks underscored the significance of Constitution and its values of justice, equality and liberty. He further, emphasized on the centrality of trust in insurance and the essential role of compliance and grievance redressal functions in upholding the trust.
• The following were discussed in detail:
• Review of the compliance practices and existing grievance redressal mechanisms.
• The operational challenges faced in processing cases filed at the offices of Insurance Ombudsmen of Bhopal and Thane.
• Analysis of the consumer complaints and emerging trends in policyholder issues, highlighting the areas where industry is required to enhance responsiveness.

Underscoring these rising issues, the Authority called for the insurance industry to:

• Prioritize improving quality and timeline of grievance resolution.
• Adopt a standard operating procedure, classifying consumer reference into complaints and service requests.
• Adopt proactive, policyholder-centric approach .
• Ensure compliance with prescribed timelines by strengthening internal operating systems.

The Chairman further highlighted the complementary roles of CCOs and GROs, and called them the ‘conscience and credibility’ of insurance companies, the Chairman concluded the meeting with his ending remarks, as follows:

“Compliance cannot be a department – it must be a mind-set. And grievance redressal cannot be the end of a process – it must be our early warning system. When in doubt, choose the customer. If we do that consistently, trust will follow, growth will follow, and the industry will stand stronger than ever.”

A copy of the Press Release is attached herewith for your ready reference.

Source category: IRDAI

Attachments

• IRDAI Press Release Call for Stronger Customer-Centricity and Higher Standards of Gri