Insurance Ombudsmen Resolves Over 41,000 Grievances in FY26

 The Insurance Regulatory and Development Authority of India said Insurance Ombudsmen resolved more than 41,000 grievances during FY26, with a large majority of the decisions favouring policyholders, as per news reports. 

Majority Of Cases Ruled in Favour of Consumers 

According to IRDAI, Insurance Ombudsmen disposed of 41,055 complaints during the financial year ended March 2026, with nearly 79% of the cases decided in favour of policyholders.  

The regulator shared the figures while announcing an orientation programme for Insurance Ombudsmen being held in Hyderabad from May 20 to May 23. 

Insurance Ombudsmen operate as an alternate grievance redressal mechanism for policyholders seeking resolution of complaints against insurers, intermediaries and insurance brokers. Their offices function under the administrative supervision of the Council for Insurance Ombudsmen. 

IRDAI Chairman Calls for Stronger Grievance Framework 

Ajay Seth, Chairman of IRDAI, said the ombudsman institution plays an important role in providing policyholders with free, accessible and speedy grievance resolution services. 

He urged participants attending the programme to identify operational issues, exchange experiences and develop practical solutions to improve the efficiency of the grievance redressal ecosystem. 

“Strengthening customer trust is central to achieving higher insurance penetration and realising the vision of inclusive insurance coverage,” Seth said. 

He also highlighted recurring areas of concern including instances of mis-selling, delays in complaint registration, cases remaining unresolved beyond 90 days and non-entertainable complaints.  

 IRDAI said the programme has been organised to strengthen institutional capacity, improve consistency in grievance-handling practices and facilitate discussions on emerging issues affecting the insurance sector. 

DFS Secretary Stresses Empathy and Technology Adoption 

1. Nagaraju, Secretary at the Department of Financial Services, addressed theprogrammethrough video conference and emphasised that grievances should be handled with empathy and a policyholder-focused approach.  

He also underlined the importance of continuous capacity building along with adoption of best practices, digital tools and technology-driven systems to strengthen grievance management processes. 

Read More: IRDAI May Raise Combined REIT and InvIT Investment Limit for Insurers to 6%: Reports! 

Conclusion 

The latest grievance resolution data reflects the growing importance of Insurance Ombudsmen within India’s insurance sector as regulators continue pushing for faster complaint resolution, stronger customer trust and improved policyholder protection standards. 

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