Circular No. IRDA/IT/ORD/MIS/152/09/2010, dated 3-9-2010

The Authority is in the process of developing the new Integrated Grievance Management System (IGMS) which will not only facilitate the policyholder to register/track their complaint online with insurance companies but also facilitate IRDA for monitoring the grievance redressal procedure established in the insurance industry. The system involves mirroring of the grievance database of insurers in a central repository created for the said purpose.

Since the exercise requires a close co-ordination with the Technical team and operational teams of Insurer for resolving the integration issues with the insurer’s Grievances System, Authority desires to have Single Points of Contact (SPoC) from the IT Team and Grievance Cell of the respective insurers. The SPoCs may be at a senior level who would assist the Implementing Agency during the design and implementation process. The SPOC shall co-ordinate with Mr.A.R.Nithiyanantham, JD/IT, IRDA (e-mail: and the Implementing Agency.

In this connection, all the insurers are hereby directed to – .

(i) Nominate suitable professionals from their IT Team and Grievance Cell by 8th September 2010 (in the format attached) by mail to ) who would be responsible for providing dedicated time and resources for the successful completion of the integration requirement.

(ii) Confirm the implementation classifications of complaints and Turn Around Time (TATs) communicated as per the Guidelines No:  3/CA/GRV/YPB/10-11 dated 27th July 2010.

(iii) Modify insurer’s grievances management system to incorporate the uniform input form to be specified by the Authority.

This circular is issued in exercise of the powers conferred upon the Authority under Section 14(1) of the IRDA Act, 1999 to protect the interests of the policyholder and to regulate, promote and ensure orderly growth of the insurance industry.

Details of Single Point of Contacts (SPOCs)

Name of the Insurer:

Name of Single Point of Contact (SPoC) from Insurer’s Grievance Cell /Department
Telephone No:
Mobile No:
Name of Single Point of Contact (SPoC) from Information Technology
Telephone No:
Mobile No:

Name of the nominating authority


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