India insurance unit ranks second place in grievance handling

The banking division placed sixth in the government assessment for May 2026.

India's Insurance Division under the Department of Financial Services (DFS) ranked second in the Group A category of the Grievance Redressal Assessment & Index (GRAI) for May 2026, whilst the Banking Division placed sixth, according to the government.

The Group A category covers ministries and departments that receive at least 500 public grievances. 

The DFS said its banking and insurance divisions together handle more than 250,000 grievances each year and have ranked amongst the top 10 ministries and departments in the GRAI since November 2025.

The rankings, released by the Department of Administrative Reforms and Public Grievances, measure the performance of government departments in handling public complaints.

The DFS said that since 7 January 2024, its secretary has personally reviewed 20 randomly selected complaints, with complainants joining discussions alongside the chairpersons, managing directors, chief executive officers and senior management of the relevant financial institutions. 

The reviews are intended to improve customer trust and the quality of grievance resolution.

The department has also held workshops on grievance redressal with the Reserve Bank of India, the Insurance Regulatory and Development Authority of India, the Pension Fund Regulatory and Development Authority, and public sector banks. 

The sessions focused on identifying the root causes of complaints and improving how institutions resolve customer grievances.