Pushpa Girimaji, a member of the Insurance Regulatory and Development Authority of India (IRDAI) Insurance Ombudsman Advisory Committee, has called on insurers to simplify the language used in policy documents to reduce customer complaints.
Speaking at the foundation day event of the Insurance Ombudsman, Girimaji highlighted the need for insurance companies to draft terms and conditions in a way that is “simple and easily understood,” according to the Business Standard.
“There is a need to bring down the number of complaints in the insurance sector,” Girimaji said, while stressing that clear and transparent communication could help in resolving customer grievances more effectively.
She added that insurers must be fair in handling claims to avoid unnecessary disputes, which could lead to distrust in the industry.
Girimaji also addressed the issue of “non-entertainable complaints,” which are dismissed by the Insurance Ombudsman because they do not meet specific criteria or fall outside its jurisdiction. By simplifying policy language, insurers can help reduce these types of complaints, as customers will better understand the terms they are agreeing to, she said.
