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Introduction: The Insurance Regulatory and Development Authority of India (IRDAI) has issued a crucial directive, No. IRDAI/PP&GR/CIR/MISC/55/3/2024, on March 28, 2024. This circular addresses an imperative concern regarding servicing to policyholders, highlighting special measures for the financial year 2023-24. In this article, we delve into the details of this directive, its significance, and its potential impact on insurers and policyholders alike.

Detailed Analysis

1. Special Measures for Policyholders: IRDAI’s directive emphasizes the importance of ensuring uninterrupted services to policyholders. To alleviate any potential hardships, insurers are instructed to maintain their offices open during regular working hours on March 30, 2024, and March 31, 2024. This proactive step aims to facilitate seamless assistance and support to policyholders, enhancing overall customer satisfaction.

2. Implications for Insurers: The directive carries significant implications for insurers. Compliance with IRDAI’s instructions is mandatory, requiring insurers to adjust their operational schedules accordingly. By extending service hours, insurers demonstrate their commitment to customer-centric practices and regulatory compliance. Failure to adhere to these guidelines could result in regulatory penalties and reputational damage.

3. Enhanced Publicity: IRDAI emphasizes the importance of adequate publicity for the special arrangement. Insurers are encouraged to effectively communicate these operational adjustments to policyholders through various channels. Transparent communication fosters trust and confidence among policyholders, reinforcing the insurer-policyholder relationship.

4. Customer Satisfaction and Retention: By prioritizing the needs of policyholders, insurers can significantly enhance customer satisfaction and retention rates. Timely and accessible service provision during critical periods reinforces the perceived value of insurance products and services. Satisfied policyholders are more likely to renew policies, contribute to positive word-of-mouth referrals, and maintain long-term relationships with insurers.

5. Regulatory Compliance: IRDAI’s directive underscores the importance of regulatory compliance within the insurance sector. Insurers must demonstrate diligence in adhering to regulatory mandates to uphold industry standards and safeguard consumer interests. Compliance fosters stability, transparency, and accountability within the insurance ecosystem.

Conclusion: The directive issued by IRDAI regarding servicing to policyholders for the financial year 2023-24 carries significant implications for insurers and policyholders alike. By mandating extended service hours and emphasizing proactive communication, IRDAI aims to mitigate potential hardships and enhance overall customer satisfaction. Compliance with regulatory directives not only ensures adherence to industry standards but also strengthens trust and confidence in the insurance sector. Insurers must prioritize customer-centric practices and regulatory compliance to foster sustainable growth and maintain stakeholder trust in the evolving landscape of insurance regulation and development in India.



Circular No. IRDAI/PP&GR/CIR/MISC/55/3/2024 Dated: 28.03.2024

All Insurers

Sub: Servicing to the policyholders – Special Measure for the current Financial Year 2023-24

1. In order to avoid any hardship to the policyholders, the insurers are hereby advised to keep their offices open as per normal working hours on March 30, 2024 and March 31, 2024.

2. The insurers may take note of the above and give adequate publicity to the special arrangement made as above.

This is issued with the approval of the Competent Authority.

R K Sharma
Chief General Manager

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April 2024