What happened: IRDAI timelines and ex-parte warning for Ombudsman cases

Insurance Regulatory and Development Authority of India (IRDAI) instructed insurers to meet strict timelines for sharing documents in complaints pending before Insurance Ombudsmen. IRDAI warned that failure to follow the timelines can lead to ex-parte proceedings, meaning the Ombudsman may decide based on information already on record, without waiting for missing insurer documents.

IRDAI directions on document submission: exact timelines and format

IRDAI’s directions cover document submission after an Insurance Ombudsman issues a notice to an insurer. IRDAI specified a “single submission” approach and tight deadlines for both the first set of documents and any further information requested by the Ombudsman.

Key timelines and instructions stated by IRDAI are: Self-contained note (SCN) requirement: insurers must submit a self-contained note (SCN) along with supporting documents.7 days from receipt of Ombudsman notice: SCN and supporting documents must be submitted within seven days by insurers, with the exception of reinsurers.3 days for additional information: any additional information requested by the Ombudsman must be provided within three days of the Ombudsman notice.One submission rule: IRDAI directed insurers to provide the required information in one submission rather than sending documents piece-meal.30 days clearing of pending requests: insurers were asked to clear all pending SCN-related and supplementary-document requests from Ombudsman offices within 30 days.Ex-parte on non-compliance: IRDAI warned that non-compliance may result in the Ombudsman proceeding ex-parte based on information on record, without delay.

Background and earlier position: Ombudsman time limits and concerns about delays

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