{"id":304,"date":"2019-07-29T09:23:51","date_gmt":"2019-07-29T09:23:51","guid":{"rendered":"http:\/\/localhost\/yearbook\/?page_id=304"},"modified":"2019-10-31T07:19:31","modified_gmt":"2019-10-31T07:19:31","slug":"customer-complaints","status":"publish","type":"page","link":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/indian-non-life-insurance-industry-analysis\/section-05-policy-holder-service-index\/customer-complaints\/","title":{"rendered":"5.1 &#8211; Customer Complaints"},"content":{"rendered":"\n<p>Non-Life Insurance\nInsurers have been steadily improving the quality of service provided\nto the customers. One of the direct indicators of improving quality\nof service is the steady decline in the absolute number of complaints\nreported and also the complaints reported as a percentage of the\nnumber of policies issued as well as number of claims handled during\nthe year &#8211; (Please refer Chart 3.1 and Chart 3.2 for data on number\nof policies and number of claims)<\/p>\n\n\n\n<p> Information is\nregularly collated by the Authority through their Integrated\nGrievance Management System (IGMS) wherein policy holders register\ncomplaints directly with the Regulator. The complaints registered in\nthe IGMS are monitored by the Non-Life Insurance Companies as well as\nthe IRDAI.<\/p>\n\n\n<h3 class=\"section-title\" style=\"font-size: 17px;\"><span style=\"background: #9bcd5e;border-radius: 8px;color: #fff;padding: 5px;font-size: 14px; margin-right: 10px;\"> Chart 5.1.1<\/span>Trend of number of Policies and Claims related Complaints<\/h3><div id=\"Chart_259\"><\/div><script type=\"text\/javascript\">\n                    jQuery(document).ready(function () {\n                        dual_axis_combine_column_line_chart(\"Chart_259\", {\"data\":{\"Number of Policies issued (Crores)\":{\"2011-12\":0,\"2012-13\":0,\"2013-14\":0,\"2014-15\":0,\"2015-16\":0,\"2016-17\":0,\"2017-18\":0,\"2018-19\":19.05,\"2019-20\":24.16,\"2020-21\":25.06},\"Number of Claims Handled (Crores)\":{\"2011-12\":0,\"2012-13\":0,\"2013-14\":0,\"2014-15\":0,\"2015-16\":0,\"2016-17\":0,\"2017-18\":0,\"2018-19\":3.93,\"2019-20\":5.3,\"2020-21\":10.5}},\"Title\":\"Trend of number of Policies and Claims related Complaints\",\"xTitle\":\"Year\",\"yTitle\":\"Number of Complains\",\"zTitle\":\"Polices Issued, Claims handled (in Crores)\",\"xAxisData\":{\"2011-12\":\"2011-12\",\"2012-13\":\"2012-13\",\"2013-14\":\"2013-14\",\"2014-15\":\"2014-15\",\"2015-16\":\"2015-16\",\"2016-17\":\"2016-17\",\"2017-18\":\"2017-18\",\"2018-19\":\"2018-19\",\"2019-20\":\"2019-20\",\"2020-21\":\"2020-21\"},\"lineData\":{\"No of Policy related Complaints\":{\"2011-12\":93155,\"2012-13\":78927,\"2013-14\":63335,\"2014-15\":60688,\"2015-16\":59083,\"2016-17\":52104,\"2017-18\":43995,\"2018-19\":42761,\"2019-20\":49988,\"2020-21\":48017},\"No of Claims related Complaints\":{\"2011-12\":31090,\"2012-13\":30045,\"2013-14\":27409,\"2014-15\":26467,\"2015-16\":26480,\"2016-17\":27637,\"2017-18\":25401,\"2018-19\":26496,\"2019-20\":32880,\"2020-21\":28911}},\"colorCodes\":[\"#9c64cd\",\"#528131\"],\"colorLine\":[\"#04275d\",\"#b42b29\"]});\n                    });\n                <\/script>\n\n\n\n<p style=\"text-align:right\" class=\"has-small-font-size\"><em><strong>Source<\/strong>: IRDAI Consumer Affairs Department<\/em><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\"><p><\/p><cite><br><br><\/cite><\/blockquote>\n\n\n\n<p>% to policies: Total number of complaints divided by Number of policies issued during the year.<br>\n% to claims handled: Number of claims related complaints divided by Number of claims reported during the year.<\/p>\n\n\n<h3 class=\"section-title\" style=\"font-size: 17px;\"><span style=\"background: #9bcd5e;border-radius: 8px;color: #fff;padding: 5px;font-size: 14px; margin-right: 10px;\"> Chart 5.1.2<\/span>Trend of % to Policies issued and Claims handled<\/h3><div id=\"Chart_208\" class=\"chart-div\"><\/div><script type=\"text\/javascript\">\n                    jQuery(document).ready(function () {\n                        multiline_chart(\"Chart_208\", {\"unit\":\"\",\"data\":{\"% to Policies\":{\"2011 -12\":\"0.09\",\"2012-13\":\"0.07\",\"2013-14\":\"0.05\",\"2014-15\":\"0.05\",\"2015-16\":\"0.05\",\"2016-17\":\"0.03\",\"2017-18\":\"0.02\",\"2018-19\":\"0.02\",\"2019-20\":\"0.02\",\"2020-21\":\"0.02\"},\"% to Claims handled\":{\"2011 -12\":\"0.17\",\"2012-13\":\"0.12\",\"2013-14\":\"0.14\",\"2014-15\":\"0.1\",\"2015-16\":\"0.09\",\"2016-17\":\"0.08\",\"2017-18\":\"0.08\",\"2018-19\":\"0.07\",\"2019-20\":\"0.06\",\"2020-21\":\"0.03\"}},\"Title\":\"Trend of % to Policies issued and Claims handled\",\"xTitle\":\"Year\",\"yTitle\":\"% to Policies, Claims handled\",\"yAxisData\":{\"2011 -12\":\"2011 -12\",\"2012-13\":\"2012-13\",\"2013-14\":\"2013-14\",\"2014-15\":\"2014-15\",\"2015-16\":\"2015-16\",\"2016-17\":\"2016-17\",\"2017-18\":\"2017-18\",\"2018-19\":\"2018-19\",\"2019-20\":\"2019-20\",\"2020-21\":\"2020-21\"},\"colorCodes\":[\"#c10000\",\"#7be64e\"]});\n                    });\n                <\/script>\n\n\n\n<p style=\"text-align:right\" class=\"has-small-font-size\"><em><strong>Source<\/strong>: IRDAI Consumer Affairs Department<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Non-Life Insurance Insurers have been steadily improving the quality of service provided to the customers. One of the direct indicators [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":302,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"page-templates\/full-width.php","meta":[],"_links":{"self":[{"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/pages\/304"}],"collection":[{"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/comments?post=304"}],"version-history":[{"count":8,"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/pages\/304\/revisions"}],"predecessor-version":[{"id":1470,"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/pages\/304\/revisions\/1470"}],"up":[{"embeddable":true,"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/pages\/302"}],"wp:attachment":[{"href":"https:\/\/www.gicouncil.in\/yearbook\/2020-21\/wp-json\/wp\/v2\/media?parent=304"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}