Unresolved grievances remain a concern in the insurance industry with around 2.21 lakh cases pending before various Consumer Commissions and judicial courts as of March 31, 2026, the Insurance Regulatory and Development Authority of India (IRDAI) said.
As many as 72.49% of the cases are pending for more than a year. Around 11 lakh cases were reportedly pending before the Motor Accidents Claims Tribunal (MACT), the insurance regulator said.
Declaring November 2026 as ‘Grievance Resolution Month’, IRDAI said the aim would be to speed up “the meaningful resolution of pending policyholder grievances and disputes, particularly long-pending ones,” during the month. Prolonged pendency causes financial and emotional hardship to policyholders and erodes their trust in insurance, it said.
Examine expanding grievances
IRDAI said though the industry has made significant progress in expanding coverage the unresolved grievances is a matter of concern. The trends highlight the need for insurers to examine the increasing number of grievances reaching courts, forums and the Insurance Ombudsman, as well as the outcomes of such proceedings.
During the Grievance Resolution Month, insurers have been advised to review pending grievances and disputes and identify cases that can be meaningfully resolved early.
They are encouraged to prioritise long-pending cases; review pending litigation on its merits and settle amicably where legally and factually sustainable; ensure prompt compliance with Insurance Ombudsman awards; expedite grievances pending at any other forum or platform; strengthen litigation management to avoid unnecessary delays; and identify recurring causes of grievances and take corrective and preventive measures, the regulator said.
Ensure meaningful, fair resolution
The objective is not merely to increase the number of disposed cases, but to ensure meaningful, fair and sustainable grievance resolution. IRDAI said the Life Insurance Council, General Insurance Council and Council for Insurance Ombudsmen have been asked to support the initiative by sensitising member insurers.
IRDAI, with the Councils and State-wise lead insurers, will organise outreach programmes across the country, with special emphasis on Tier-II and Tier-III cities, where access to grievance redressal is limited, it said.
Published – October 30, 2026 09:41 pm IST
