annual report 2008-09 - IRDA

ANNUAL REPORT 2008-09
5640 were concerned to non-life insurance. In addition
to that, at the end of March 2008, there were 1419
complaints pending with Ombudsmen for disposal.
Among them, a large proportion (72.52 per cent) was
related to non-life insurance and remaining 27.48 per
cent was connected to life insurance. With this, the
total number of complaints handled by Ombudsmen
during 2008-09 was 12812.
Of the total complaints (12812), the Ombudsmen
disposed of 11417 complaints during 2008-09. Of
the disposed complaints, 5586 were in the case of life
insurers and 5831 were against the non-life insurers.
As such, complaints outstanding with the Ombudsmen
for disposal as on 31 st March 2009 were 1395; of which
557 were in the case of life insurers and 838 were
against non-life insurers.
Around 59 per cent of the complains in the case of life
insurance and 43 per cent in the case of non-life were
treated as not entertainable by the Ombudsmen. Of
the total complaints, the Ombudsmen gave awards
for 2645 cases and dismissed 1296 cases. The
Ombudsmen recommended to the companies 432
cases for settlement at their end.
TABLE 56
DISPOSAL OF COMPLAINTS BY OMBUDSMEN DURING 2008-09
Insurer No. of Complaints Total Complaints Complaints
complaints received disposed No. of complaints disposed by way of outstanding
as on during during as on
31.03.2008 2008-09 2008-09 31.03.2009
(I) (II) (III) (IV) (V) (VI)
LIFE 390 5753 6143 5586 199 832 499 211 546 3299 557
(3.56) (14.89) (8.93) (3.78) (9.77) (59.06)
NON-LIFE 1029 5640 6669 5831 233 1813 343 207 750 2485 838
(4.00) (31.09) (5.88) (3.55) (12.86) (42.62)
COMBINED 1419 11393 12812 11417 432 2645 842 418 1296 5784 1395
(3.78) (23.17) (7.37) (3.66) (11.35) (50.66)
Note: (I) Recommendations (III) Withdrawals/Settlement (V) Dismissal
(II) Awards (IV) Non-Acceptance (VI) Not Entertainable
Figure in brackets indicates percentages to the respective complaints disposed
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