The term IGMS, or Integrated Grievance Management System, plays a pivotal role in the insurance sector, especially when it comes to handling customer complaints. Launched by the IRDAI in 2010, this system is designed to streamline the grievance process for policyholders, centralize data on insurance-related complaints, and enhance the monitoring of market conduct.
How IGMS Benefits Policyholders
IGMS is a powerful tool provided by IRDAI to help policyholders lodge their complaints online. However, before turning to IGMS, policyholders are encouraged to first try resolving issues directly through their insurer’s Grievance Redress Channel. If direct contact does not resolve the issue, IGMS allows customers to escalate their complaints, ensuring that they are heard and addressed. The system’s comprehensive nature is one of its key strengths, offering a unified platform for grievance submission and enabling IRDAI to keep an eye on market behavior through customer complaints. By categorizing complaints into standardized types, IGMS fosters a structured and efficient grievance resolution process.
Enhanced Tracking and Monitoring
IGMS significantly improves the tracking and monitoring of complaints. Every complaint filed is assigned a unique complaint ID, which helps in managing and following up on each case. The system also establishes Target Turnaround Times (TATs) to ensure timely resolution of complaints. With its rule-based workflows, IGMS automatically triggers actions at the appropriate times, promoting a swift and orderly complaint resolution process.
Proactive Alerts for Timely Resolutions
One of the standout features of IGMS is its ability to send timely alerts for tasks that are approaching their Turnaround Time limits. These alerts prompt stakeholders to act quickly, thereby improving the overall responsiveness of the grievance resolution system. Additionally, IGMS integrates seamlessly with the systems of insurers and the IRDAI, facilitating easier updates on the status of complaints. Complaints recorded in IGMS are tracked both within the insurer’s internal system and the central IRDAI repository, ensuring a transparent and uniform approach to monitoring grievance resolutions across the industry.
Final Thoughts
IGMS plays a crucial role in standardizing how insurers manage policyholder grievances. It empowers the IRDAI to monitor and evaluate how effectively insurers handle customer complaints, ensuring that the industry remains transparent, efficient, and accountable. By promoting these values, IGMS helps make the Indian insurance sector more customer-centric and well-regulated.
