The 2017 notification on protection of policyholders’ interests has defined an ‘insurance complaint’. As per the notification, a ‘complaint’ or a ‘grievance’ means a written expression (even in electronic mode) of dissatisfaction made by the complainant against an entity—such as insurer, agent, broker—about an action or lack of action about the standard of service or deficiency of service.
Till now the definition of a complaint also included verbal communication, but now that is no longer the case. The new definition makes it clear that in order to register a complaint, a person needs to give it in writing. We tell you how to register a complaint with the insurer, or directly with the regulator.
