The effectiveness of recent policyholder-friendly laws at addressing complaints in India

Abstract

In 1999, the government of India established the Insurance Regulatory and Development Authority of India (IRDAI), intending to establish effective insurance sector regulation. The creation of this regulatory body was motivated primarily by a desire to promote consumer safety and insurance market growth. Since then, this group has been doing everything in its power to safeguard policyholders’ interests and foster a conducive regulatory environment for the development of the insurance industry. Life insurance businesses are improving their offerings, customer service, and grievance resolution mechanism in response to the institution’s stringent regulations, which aim to ensure that policyholder complaints are resolved in a reasonable amount of time (TAT). After reviewing the secondary sources, it is easy to conclude that this organisation looks out for its customers and keeps its money safe. The examination of secondary data shows that insurance companies are paying more attention to their client’s needs and resolving their complaints more quickly than in the past. This explains why, by the end of 2017–2018, only 0.13% of complaints had not been addressed.