Friday, 24 March 2017

Office of the Insurance Ombudsman, Delhi achieves ISO 9001:2015 (QMS) certification

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 till date.


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