Ajay Seth also directed the insurers to adopt a more proactive, policyholder-centric approach and to strengthen their internal systems to ensure strict compliance with prescribed timelines
Ajay Seth, Chairman, IRDAI
The Chairman of Insurance Regulatory and Development Authority of India (IRDAI), Ajay Seth has expressed concern over the rising number of complaints and asked the insurers to significantly improve the quality and timeliness of resolutions.
In a meeting with Chief Compliance Officers (CCOs) and Grievance Redressal Officers (GROs) of all insurers held on Wednesday, the IRDAI Chief emphasised the centrality of trust in insurance and the critical role played by compliance and grievance redressal functions in upholding that trust. Insurers were advised to develop a clear and standardised operating procedure for classifying consumer references into complaints and service requests.
Ajay Seth also directed the insurers to adopt a more proactive, policyholder-centric approach and to strengthen their internal systems to ensure strict compliance with prescribed timelines.
Deeper cultural alignment
Highlighting the need for deeper cultural alignment within organisations, the Chairman said: “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.”
During the meeting, a detailed review of compliance practices and the effectiveness of existing grievance redressal mechanisms was carried out.
The Authority also engaged with the Insurance Ombudsmen from Bhopal and Thane, who presented the operational issues and challenges observed in handling cases filed at their respective offices. An analysis of consumer complaints and emerging trends in policyholder issues was undertaken while identifying areas where the industry must enhance its responsiveness.
The IRDAI Chairman also extended his greetings on Constitution Day, underscoring the significance of the Constitution and its values of justice, equality, and liberty.
Published on November 26, 2025
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