Bharti AXA backs IRDAI plan for internal ombudsman system

The proposed mechanism will apply to all insurers with over 3 years of operations.

Bharti AXA Life Insurance has expressed support for the Insurance Regulatory and Development Authority of India’s (IRDAI) proposal to introduce an internal insurance ombudsman framework, calling it a progressive step toward enhancing policyholder protection and transparency.

The proposed mechanism will apply to all insurers with over three years of operations and will handle complaints involving claims up to ₹50 lakh. 

Insurers may appoint multiple internal ombudsmen to ensure broad and efficient coverage, according to the IRDAI’s 23 July press release.

Parag Raja, CEO of Bharti AXA Life Insurance, said the move signals a major shift in how insurers handle grievances, from existing in-house processes to a more independent, board-overseen structure.

“This is a progressive step that is not just about strengthening customer trust and transparency, but it’s about reimagining grievance redressal as a pillar of policyholder trust,” Raja said. 

“By mandating independent governance oversight and direct accountability to the Board or a Policyholder Protection, Grievance Redressal and Claims Monitoring (PPGR & CM) Committee, this framework will mandate an impartial resolution of complaints and improve fairness to the customer, ensuring greater trust in the industry,”