The Insurance Ombudsman may receive and consider any complaints under Rule 13 & 14 of the Insurance Ombudsman Rules, 2017; which relates to any partial or total repudiation of claims by INLIC, any dispute in regard to premium paid or payable in terms of the policy, any dispute on the legal construction of the policies insofar as such disputes relates to claims; delay in settlement of claims and non-issue of any insurance document to customers after receipt of premium. On the above grounds, any person may himself or through his legal heirs make a complaint in writing to the insurance Ombudsman within whose jurisdiction the INLIC branch is located. The complaint shall be in writing duly signed by the complainant or through his legal heirs and shall state clearly the name and address of the complainant, the name of the branch, the fact giving rise to complaint supported by documents, if any, the nature and extent of the loss caused to the complainant and the relief sought from the Ombudsman.


However, as per Provision of Rule 13(3) of the Redressal of Public Grievance Rules, 1998, the complaint to the ombudsman can be made only if - (i) The grievance has been rejected by the Grievance Redressal Machinery of the Insurer, (ii) The Complaint has been filed within one year from the date of rejection by the Company, it is not simultaneously under any litigation.