The Office of the
Insurance Ombudsman, Delhi established under Redressal of Public
Grievances, 1998, to deal with consumer complaints against the Insurance
Companies operating in General Insurance business and Life Insurance
business has been awarded ISO 9001:2015 certification by
Standardisation, Testing and Quality Certification (STQC, established
under Ministry of Electronics and Information Technology) for Quality
Management Standard (QMS) here today. The function for awarding the
certification was presided by Sh. P. N. Gandhi, Secretary General, GBIC,
Mumbai who informed that out of 17 offices of the Insurance Ombudsman
across the country, the Delhi office of Insurance Ombudsman has got the
distinction of First Office being certified as ISO 9001 : 2015 office.
He also apprised that as on 28.02.2017 a total of 27926 complaints have
been received out of which 24140 complaints have been disposed off.
Certification is based on quality management principles including strong
customer focus, motivation and continual improvement and review. With
this standard certification, OIO, Delhi demonstrates its commitment to
mediate for fair settlement of all complaints under its purview in
efficient, impartial, consistent and transparent manner, as provided in
the quality policy of the OIO, Delhi.
Speaking on the occasion, Smt. Sandhya Baliga, Insurance Ombudsman,
Delhi also holding the charge of Bhopal, Chandigarh, Jaipur and Kochi
Ombudsman, said that the ISO 9001:2015 certificate is the model for
quality assurance and the fact that our office has been certified in
this early stage of new certification system, proves beyond any doubt
that we focus on customer satisfaction, process approach, conforming to
regulatory requirements and active involvements of all the stake
holders. She also informed that a total of 8036 complaint have been
disposed off till date by the Delhi office of Insurance Ombudsman after
her taking over charge in July, 2014.
The Insurance Ombudsman institution was created by Government of India
for individual policyholders for settlement of their complaints against
Insurance Companies in a cost-effective, efficient and impartial manner.
The office of Insurance Ombudsman, Delhi was the first Ombudsman Office
established on 11.11.1999 with the jurisdiction of Delhi state to look
in to complaints and disputes of individual policyholders being serviced
by various insurance companies serving in the country. The Delhi Office
of Insurance Ombudsman has received more than 1820 complaints during the
current FY till 15.03.2017 and out of which 1742 had been disposed off